When a claim is not covered by the supplier
Not all issues related to deliveries qualify for a refund or replacement. Below you’ll find a clear overview of cases where claims will not be accepted under our policy.
Is there minor transport damage?
What is not covered?
Normal transport risks are not reimbursed. This includes:
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Small amounts of potting soil that have fallen into the shipping box
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Broken nursery pots (cultivation pots) that do not affect the product’s usability
These types of issues are considered acceptable risks when shipping plants.
Incorrect or incomplete order information
Claims are not accepted if the issue is caused by:
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Incorrect or incomplete shipping addresses (e.g. wrong house number, missing postal code)
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Changes to an order (such as switching products or adding gift cards) without confirmed approval from the supplier
Important: Sending an email or message does not mean the supplier has seen or approved your request. Orders may be automatically processed and shipped at any time. Only confirmed changes or claims submitted through the official platform are considered valid.
Delivery issues on the consumer side
The following situations related to the end customer do not qualify for compensation:
- The customer claims they didn’t receive the package, but track & trace shows a successful delivery
- The customer fails to collect the package from a pick-up point
- The customer refuses the package at the door
Note: If a package is sent back to the supplier or needs to be delivered again to the customer, the supplier may charge you only the exact shipping costs from the delivery company.
They are not allowed to charge extra fees like handling or administration costs.
Claims submitted too late
All claims must be submitted within 7 days of the delivery date, based on the track & trace information.
- Claims submitted after this deadline will be automatically rejected
- Late claims will not be reviewed or processed, regardless of the reason