We stand behind our plants and our work. This Refund Policy explains when and how refunds are issued for plants, products, services, and Annual Maintenance Contracts (AMC).
1. Live plants & products
Every plant we ship is covered by our 14-day establishment guarantee.
- If your plant arrives damaged or fails to establish within 14 days of delivery, send us a photo within 24 hours of noticing the issue.
- Once approved, we will either replace the plant free of charge (including shipping) or refund the full amount — your choice.
- Non-plant products (pots, tools, soil) follow standard return rules: 7 days from delivery, unused, in original packaging.
2. Services and consultations
- If you cancel a paid consultation before it happens, you receive a full refund.
- If a consultation has taken place but you are unsatisfied, contact us within 7 days and we will either re-do the consultation or refund 50% of the fee.
- Custom design work (master plans, planting plans) is non-refundable once delivered.
3. AMC plans (Annual Maintenance)
AMC plans cover a 12-month period of scheduled visits.
- You can cancel at any time — we will refund the pro-rata value of unvisited visits less a 10% admin fee.
- Visits already performed are non-refundable.
- No refunds are issued for the final 30 days of an AMC plan.
4. How to request a refund
- Email care@verdantroots.in with your order number, a brief description, and a photo (for plants).
- We will respond within 1 working day to acknowledge and request any additional information.
- Approved refunds are issued to the original payment method within 7–10 working days.
5. Refund method and timing
Refunds are always issued to the original payment method (card, UPI, net banking, wallet). Razorpay processing times apply; we do not control delays from your bank.
6. What we do not refund
- Plants damaged after the 14-day window due to customer-side neglect, pets, or accidents.
- Plants lost to acts of nature (extreme heat, flooding, frost) after delivery.
- Services where the customer fails to provide reasonable site access.
- Gift cards.
7. Order cancellations
You may cancel an order before it is shipped for a full refund. See our Cancellation Policy for full details.
8. Damaged or lost shipments
Photograph the box and contents within 24 hours of delivery and email us. We will file a claim with the courier and replace or refund.
9. Disputes
If you are unhappy with a refund decision, email our Grievance Officer at grievance@verdantroots.in. We will review within 7 working days.