When suppliers cover a claim

This article explains in which cases suppliers are responsible for resolving issues and what solutions you can expect.

Written By Bas den Hoed

Was the product damaged during delivery?

If a product arrives with clear and severe transport damage — for example:

  • heavily bruised plants
  • broken stems
  • or any damage that makes the item unsellable

Then one of the following solutions will apply:

  • The supplier sends a replacement of the same product at their own expense, or
  • The supplier provides a full refund.

Is your order incomplete?

If an order is delivered incomplete, meaning one or more ordered products are completely missing from the delivery:

  • The supplier sends the missing products at their own expense, or;
  • The supplier reimburses you for the missing product after mutual agreement.

Did you receive the wrong product?

If the product you received is not what was ordered, here's what happens:

  • The supplier decides if the wrong item should be returned.

    • If yes: you’ll receive a return label to send it back via an authorized shipping point.

    • If not: the customer may keep the item without sending it back.

Once that’s decided:

  • The correct product will be sent at no extra cost, or

  • You’ll receive a full refund.

Important: If a return label is issued, the supplier has the right to wait until the product has been returned before sending a replacement or issuing a refund — especially in the case of high-value or perishable items like plants.

Was your order never delivered?

If the entire order is missing and the tracking info shows it wasn’t delivered:

  • The supplier will resend the full order, or
  • You’ll receive a full refund for the undelivered items.