Effective Date: [01-01-2025]
At Hydro Plant Kuwait, we strive to provide the best quality indoor and outdoor plants. We understand that sometimes a return or refund may be necessary. Please read our return and refund policy carefully for all the details regarding returns, exchanges, and refunds.
General Return Policy
We want you to be happy with your purchase, but because plants are perishable items, we have specific guidelines for returns. Please note the following:
• Plants are non-returnable after delivery due to their nature as living products.
• If your plant is damaged, defective, or incorrectly shipped, we will provide a return or exchange
in accordance with the conditions outlined below.
Eligibility for Return or Refund
To be eligible for a return, exchange, or refund, the following conditions must be met:
• The plant must be damaged or defective upon arrival.
• You must notify us within 48 hours of receiving the plant.
• The plant must be returned in its original condition, including packaging (if applicable), and we
may require photos to verify the issue.
How to Return or Exchange
If you receive a damaged or defective plant, please follow these steps:
1. Contact Us:
Email us at [your email address] or call [your phone number] within 48 hours of receiving your order. Please include your order number and photos of the damaged or defective plant.
2. Assessment:
Our customer service team will review the issue and may ask for additional information, such as more photos or details about the plant’s condition.
3. Resolution:
Once the issue is confirmed, we will either:
- Replace the damaged plant with an identical one (if available), or
- Provide a refund for the damaged plant (excluding any shipping charges).
- Refund Process
4. Refund Timing:
Once your return is approved, your refund will be processed within 5-10 business days. Refunds will be credited to the original method of payment.
5. Shipping Costs:
We do not refund shipping costs unless the return is due to an error on our part (e.g., incorrect or damaged items).
Non-Returnable Items
The following items are non-returnable:
• Plants that have been cared for or damaged by the customer after delivery.
• Any plants that were ordered with special care instructions or specific conditions (e.g., custom
arrangements).
• Orders that have been delivered more than 48 hours ago.
Exchanges
We do not offer direct exchanges for plants that are not damaged or defective. If you wish to exchange a plant for another, please return the original plant and place a new order.
Cancellations
If you wish to cancel your order, please contact us within 24 hours of placing the order. Once plants are shipped, cancellations cannot be processed.
Damaged or Defective Plants
If your plant arrives damaged or unhealthy, we require that you take clear photos of the damage and notify us within 48 hours of receiving the item. We may request additional documentation to assess the issue. In such cases, we will either:
• Issue a full refund (excluding shipping costs), or
• Send a replacement plant (subject to availability).
Customer Responsibility
We encourage our customers to inspect the plants upon arrival. If you notice any signs of damage during delivery, please notify the delivery person and document the damage if possible. For indoor and outdoor plants, proper care is essential, and we recommend following our plant care guidelines to ensure your plant thrives.
Shipping and Handling
• Shipping Costs: Customers are responsible for return shipping costs unless the item is defective or
incorrect.
• Packaging: If returning a plant, it must be packed securely to prevent further damage during
return shipping. We recommend using the original packaging if possible.
Contact Information
If you have any questions or need assistance with a return, refund, or exchange, please contact us:
Hydro Plants Kuwait
Email: info@hydroplants-kw.com
Phone: +(965) 6695 3198, +9(965) 9768 9181
Address: 4th Ring Road, Al Rai. Shuwaikh, Kuwait.