Sign in

Legal

Returns, Cancellations, And Refunds

Plants are not treated as automatically non-returnable merely because they are alive. The right answer depends on seller status, goods, timing, deterioration, and legal review.

Effective
2026-07-12
Last updated
2026-07-12
Version
0.3.0
Review status
Legal review required
Legal overviewContact support

Plain-language overview

Explains cancellation, withdrawal, returns, refunds, and order-dispute handling without overstating live-plant exceptions.

This overview helps explain the document, but it does not replace the full policy text.

Before Payment Or Dispatch

  • Buyers can cancel orders that are still awaiting payment through their order dashboard.
  • Sellers can cancel awaiting-payment or confirmed orders when they cannot fulfil safely or accurately.
  • If an online payment attempt is pending or processing, cancellation may also depend on the payment provider state.

Private Sellers And Professional Traders

Consumer withdrawal and conformity rights can differ depending on whether the seller is a professional trader or a private individual. Piantera adds contractual marketplace rules and support flows, but those do not turn every private-seller transaction into a trader sale.

Living Plants And Non-Conforming Goods

  • Do not assume every living plant is excluded from withdrawal rights only because it is alive.
  • Some goods may be liable to deteriorate rapidly, and withdrawal exceptions may apply in specific circumstances.
  • A withdrawal exception does not automatically remove remedies for damaged, incorrect, misidentified, unhealthy, or non-conforming goods.
  • Normal biological variation, seasonal appearance, acclimatisation stress, and buyer-caused deterioration after delivery may affect the assessment.

Refund Method

Refunds are normally returned to the original payment method. The Stripe implementation supports full and partial refunds on the original payment and reverses transfer/application-fee handling where supported. A different lawful method should be used only with express buyer agreement.

Dispute Route

Buyers should open the order or support flow promptly, keep packaging, and provide clear photos of the parcel, packing, plant condition, label, and any mismatch. A dispute opened before release blocks seller payout until admin or payment-provider resolution.

Official Sources