Last updated: 9 November 2026
This Returns & Replacement Policy explains how CareMyPlant (“we”, “us”, or “our”) handles cancellations, delivery issues, live-plant guarantees, and returns for shop orders placed on caremyplant.com and in the CareMyPlant app. It applies to customers in India.
Contact: support@caremyplant.com · Or open a request from your order in Account (web or app).
The windows shown on your delivered order (aftercare) are the authoritative deadlines for that order. Unless we notify you otherwise, they match the periods below.
1. Our promise in short
- Before dispatch: You can cancel eligible orders from your account. Prepaid orders are refunded; COD orders that are cancelled are not charged.
- On arrival: Report damaged, dead-on-arrival, or missing items within 48 hours of delivery, with clear photos.
- Live plants: Covered by our 7-day Live Plant Guarantee after delivery. We prefer a replacement when a plant arrives unhealthy or declines despite reasonable care.
- Pots, tools & supplies: Unused items in original condition may be returned within 7 days of delivery.
2. Cancellations (before delivery)
You may cancel an order from your account while it is still eligible (typically before it is packed or handed to the courier). Once an order is shipped, use the damage, guarantee, or return options below after delivery instead of a pre-dispatch cancel.
- Prepaid (Razorpay): Approved cancellations are refunded to the original payment method.
- Cash on delivery (COD): Cancelled orders are not charged.
Subscription plan and gardener-visit cancellations follow the rules shown at booking and in your account; they are not treated as product returns under this policy.
3. Damage, dead-on-arrival, or missing items (48 hours)
Please inspect your parcel on delivery. Within 48 hours of the recorded delivery time, report from your order:
- Broken pots or packaging that harmed the product
- Plants that arrived dead, severely wilted, or clearly damaged in transit
- Wrong item, wrong size/variant, or missing items from the order
Include clear photos of the outer packaging, the product, and (for plants) the plant and pot/soil as received. We will arrange a replacement wherever stock allows, or a refund if a replacement is not practical.
4. Live Plant Guarantee (7 days)
Live plants are perishable. Our Live Plant Guarantee covers plants in your order for 7 days after delivery.
What is covered
- Plant arrives unhealthy, dead, or with transit damage (also report within 48 hours when possible)
- Plant declines within 7 days despite following the care guidance provided with the product / on CareMyPlant
What is not covered
- Normal transit leaf yellowing, minor bruising, or leaf drop that recovers with routine care
- Damage from overwatering, underwatering, extreme heat/cold, pets, pests introduced after delivery, or placement against the care guide
- Change of mind after a healthy plant has been accepted, repotted, or planted out
- Combo or gift orders where the issue is preference (wrong “look”) rather than health or fulfilment error — we will still help when stock and fairness allow
How we resolve plant issues
Our default remedy is a free replacement of the same or a comparable plant. If a replacement is unavailable or unsuitable, we may offer store credit or a refund for the affected line item(s). One open aftercare request per item applies.
Optional: within the first 24 hours after a plant delivery, you can submit a plant health-check photo from your order so we can spot issues early.
5. Returns for non-plant products (7 days)
Pots, planters, tools, soil, fertilizers, and similar supplies may be returned within 7 days of delivery if they are:
- Unused and in original, resaleable condition
- In original packaging with all accessories/tags where applicable
- Not opened when the product is a sealed consumable (for example opened soil bags, fertilizers, or treatment products) — opened consumables are not returnable for hygiene and safety reasons, unless the product itself was defective or incorrect
Request a return from your order in Account. After we approve the request, we will share return instructions. Refunds or exchanges apply to the returned line items once we receive and inspect them.
6. Who pays return shipping
- Our error, damage, missing item, or Live Plant Guarantee: CareMyPlant covers replacement shipping and any approved return logistics we arrange.
- Change-of-mind return of eligible non-plant items: Return shipping is ordinarily borne by the customer unless we state otherwise when approving the request.
Do not dispatch items back without an approved return request; unapproved parcels may not be processed.
7. Refunds
When a refund is approved:
- Prepaid orders: Refunded to the original payment method (UPI, card, etc.), typically within 5–7 business days after approval (or after we receive a returned non-plant item, if inspection is required). Your bank or UPI app may take additional time to show the credit.
- COD orders: Refunds for eligible cases are issued via the payout method we confirm with you (for example UPI/bank transfer), after we verify the claim or returned goods.
- Shipping fees are refunded when the return or claim is due to our error, damage, a missing item, or a successful Live Plant Guarantee claim. Shipping fees are generally not refunded for change-of-mind non-plant returns.
- Partial refunds apply when only some items in an order are affected.
8. Combo offers, kits & gifts
Combo offers and kits follow the same windows. We assess the affected plant or component. Gift orders can be reported by the account holder who placed the order; we may ask for photos from the recipient’s delivery.
9. How to raise a request
- Open the order in your CareMyPlant account (web or app).
- Use Report damage or missing item, Request return or replacement, or the plant health-check option while it is still eligible.
- Add a short description and clear photos. Prefer replacement when offered — it is usually the fastest fix for plants.
- Or email support@caremyplant.com with your order number if you cannot use the app or website.
10. Fair use & abuse
We may decline or limit claims that are outside the stated windows, lack reasonable evidence, conflict with care guidance, or show repeated misuse of the guarantee. We may ask for additional photos or details before approving a replacement or refund.
11. Consumer rights
Nothing in this policy limits rights you have under applicable Indian consumer protection law for defective or misdescribed goods. If a legal right applies that is broader than this policy, we will honour that right.
12. Changes
We may update this policy from time to time. The “Last updated” date will change when we do. For a specific order, the policy and aftercare windows in effect at the time of delivery apply, unless a change is required by law.
