Effective Date: [Insert Date]
Last Updated: [Insert Date]
At We Greens, we take care to select, prepare, pack and deliver our plants and gardening products responsibly. Since many of our products are living plants and some orders involve customized or special handling, our cancellation, return, replacement and refund terms are designed accordingly.
By placing an order with We Greens, you acknowledge and agree to the terms below.
1. Order Cancellation
1.1 Regular Orders
For eligible regular orders, a cancellation request may generally be submitted within 24 hours of placing the order, provided the order has not already been processed or dispatched.
Cancellation is not guaranteed once an order has entered processing or dispatch.
1.2 Same-Day Delivery Orders
Same-Day Delivery orders are not eligible for cancellation.
This applies to eligible Bhopal orders placed before the applicable same-day cut-off and scheduled for delivery on the same day.
1.3 Orders Placed After the Same-Day Cut-Off
For orders placed after the applicable same-day cut-off and scheduled for next-day or within-24-hour delivery:
- Cancellation must be requested on the same day the order is placed.
- The request must be received before the order is processed or dispatched.
- A cancellation request made after dispatch or on the scheduled delivery day will not be eligible for cancellation.
2. Returns and Exchanges
Delivered and accepted orders are generally not eligible for return or exchange.
Because plants are living products and many gardening products are selected and prepared specifically for an order, returns are accepted only in eligible circumstances described below.
3. Eligible Reasons for Return or Replacement
A product may qualify for return or replacement where the issue is confirmed as one of the following:
- Product received in a damaged condition
- Product received in a defective condition
- Wrong product received
- Product materially different from the product description or specification
The issue must be reported within 24 hours of delivery.
We Greens may review the information and evidence provided before approving a return, replacement or other resolution.
4. Reasons That Do Not Qualify for Return
Returns, exchanges or refunds will generally not be provided for:
- Change of mind
- “I don’t like the product”
- Personal preference
- Product not matching the customer’s intended purpose
- Customer dissatisfaction without an eligible product issue
- Natural variations in plant appearance
- Natural colour variations
- Minor leaf bending
- Minor drooping
- Temporary plant stress after transportation
- Minor superficial marks that do not materially affect the product
Plants are living products and natural variation is an inherent part of purchasing live plants.
5. Plant Transportation Stress
During packaging and transportation, some leaves, flowers or foliage may experience:
- Minor bending
- Drooping
- Temporary stress
- Minor superficial damage
This is a natural part of plant transportation and does not automatically qualify the order for return, replacement or refund.
With proper care and acclimatization, many plants can recover and settle into their new environment.
Please refer to our Plant Care Guide for recommended care after delivery.
6. Reporting a Damaged or Incorrect Product
If you receive a product that appears damaged, defective, incorrect or materially different from the ordered product, please contact We Greens within 24 hours of delivery.
To help us assess the issue, you may be required to provide:
- Clear photographs of the product
- Clear photographs of the packaging
- Photographs of product labels/tags, where applicable
- A short unboxing video
- Relevant videos showing the issue
- Order confirmation or invoice
- Other information reasonably requested by our team
Evidence must be original.
Photographs and videos submitted as evidence should be original, raw and unmodified.
AI-generated, digitally altered or manipulated photographs/videos may not be accepted as evidence of product damage.
7. Unboxing Video
For damage-related claims, customers are strongly required to record a short unboxing video while opening the package.
The video should, wherever possible, show:
- The package before opening
- The packaging condition
- The product being removed
- The condition of the product immediately after opening
Failure to provide the requested evidence may affect our ability to verify a damage claim.
8. Product Condition for Approved Returns
Where a return is approved, the product may be required to remain in its original condition, together with:
- Original packaging
- Product tags/labels
- Accessories, where applicable
- Other items supplied with the order
- Order/invoice information
Returns may not be accepted where the product has been unnecessarily used, modified, damaged after delivery or otherwise altered by the customer.
For living plants, normal care required to keep the plant alive does not constitute prohibited use.
9. Replacement
Where an eligible issue is confirmed, replacement will generally be the preferred resolution where practical.
Replacement may be provided for:
- Damaged products
- Defective products
- Wrong products
- Materially mismatched products
Replacement will normally be limited to the affected product or quantity rather than the entire order.
If the same product is unavailable, We Greens may offer:
- A suitable alternative;
- Another mutually agreed resolution; or
- A refund where replacement is not possible or appropriate.
10. Refunds
A refund may be considered where:
- An eligible issue has been confirmed; and
- Replacement is not possible or appropriate; or
- A refund is otherwise approved under this policy.
Refunds will generally be processed using the original payment method or another appropriate method, as applicable.
The time taken for the refund to reflect in the customer’s account may depend on the payment gateway, bank or financial institution.
11. Payment Gateway and Transaction Charges
Where a refund is approved, any non-refundable payment gateway or transaction charges actually charged to We Greens may be deducted from the refund amount, where applicable.
We will not apply an arbitrary or undisclosed percentage as a refund deduction.
Where any such deduction applies, the applicable charge will be communicated as part of the refund process.
12. Return Shipping / Self-Shipping
Where We Greens confirms that a product is eligible for return, we may arrange a pickup where pickup service is available.
If pickup is unavailable in the customer’s location, the customer may be required to self-ship the product to the location specified by We Greens.
Any reimbursement of eligible return-shipping charges will be:
- subject to prior approval;
- applicable only to eligible cases; and
- communicated by our team before self-shipping wherever reasonably possible.
Customers should not send products back without receiving return instructions from We Greens.
13. Gift and Customized Products
Gift products and customized/personalized products are generally not eligible for cancellation, return, refund or exchange because they may be specially prepared for the order.
This includes customized gift requirements such as personalized messages or specially prepared gift arrangements.
However, an eligible claim may still be considered where the product is confirmed to be:
- Damaged
- Defective
- Incorrect
- Materially different from the agreed product/specification
14. Bulk Orders
Bulk orders generally start from 50 units and may involve commercial transportation using suitable vehicles.
Bulk orders are handled differently from regular retail orders because of their larger quantities, transportation requirements and loading/unloading processes.
Loading Inspection
Where reasonably feasible, products are checked during loading to verify:
- Product condition
- Quantity
- Correct product selection
- Visible damage
Unloading Inspection
The consignment should also be checked during unloading.
Where damage is noticed at unloading, it should be reported to We Greens immediately or as soon as reasonably possible.
15. Bulk Transit Damage Replacement
For bulk orders, if a plant or product suffers confirmed material damage during transportation after dispatch, the affected product will be eligible for complete replacement, subject to the conditions below.
Examples of eligible material transit damage may include:
- Plant being severely broken
- Plant becoming uprooted
- Significant stem or branch breakage
- Structural damage that materially affects the plant’s usability or expected growth
- Other substantial damage caused during transportation
The replacement will apply to the confirmed damaged quantity only, not automatically to the entire bulk order.
16. Bulk Damage That Does Not Qualify
Minor transportation effects do not automatically qualify for replacement, including:
- Minor leaf bending
- Temporary drooping
- Minor foliage movement
- Superficial marks
- Temporary transit stress
Such conditions can occur naturally during transportation and handling of live plants.
17. Bulk Damage Evidence and Verification
For a bulk transit-damage claim, We Greens may require:
- Photographs of the damaged products
- Photographs/videos during unloading
- Photographs of packaging and loading condition
- Quantity of affected products
- Order/quotation details
- Other relevant evidence
We Greens may inspect or verify the damage before approving replacement.
If the same product is unavailable, We Greens may provide a suitable alternative or another mutually agreed resolution.
18. Wholesale Orders
Wholesale orders are subject to their applicable wholesale terms and minimum quantity requirements.
Unless specifically stated otherwise, the standard retail return conditions may not automatically apply to wholesale transactions.
Any wholesale-specific replacement, cancellation or commercial terms communicated at the time of quotation/order confirmation will take precedence for that transaction, subject to applicable law.
19. Delivery Refusal
Customers should not refuse delivery solely because of:
- Minor plant variation
- Natural colour variation
- Minor leaf bending
- Temporary drooping
- Appearance differences that are within the natural characteristics of live plants
If a customer believes that a product is materially damaged, incorrect or defective, the customer should document the condition and contact We Greens according to this policy.
20. Refund Processing
Once an approved refund is initiated, the actual crediting time may depend on:
- Payment gateway processing;
- Bank processing;
- Card issuer;
- Other financial institution procedures.
We Greens cannot control processing times imposed by external financial institutions.
21. Policy Abuse
We reserve the right to investigate claims where there are reasonable concerns regarding:
- Repeated damage claims;
- Misuse of the return process;
- Manipulated evidence;
- False claims;
- Product damage caused after delivery;
- Fraudulent activity.
Appropriate action may be taken in accordance with applicable law.
22. Changes to This Policy
We Greens may update this Cancellation, Return & Refund Policy from time to time.
The latest version will be published on this page with the applicable Last Updated date.
23. Contact Us
For cancellation, return, replacement or refund-related assistance:
We Greens
Email: [YOUR EMAIL]
Phone / WhatsApp: [YOUR PHONE NUMBER]
Service Area: Bhopal & Nearby Areas
When contacting us regarding an order issue, please keep your order number ready.