Skip to content
  • There are no suggestions because the search field is empty.

When suppliers cover a claim

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

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.