Last updated: [Insert Date]
1. Introduction
Welcome to PlantBay.co.za (“PlantBay”, “we”, “our”, “us”).
This Refunds & Returns Policy explains how refunds, replacements, and returns are handled for purchases made through our online marketplace (www.plantbay.co.za) that connects customers with independent vendors offering plants, cuttings, seeds, and related products.
Because PlantBay acts as a platform intermediary and not a direct seller, all products are supplied, shipped, and managed by independent vendors (“Vendors”).
By purchasing through PlantBay, you acknowledge that you understand and agree to the terms below.
2. Our Role as an Online Marketplace
- PlantBay.co.za provides a digital platform that facilitates transactions between buyers and vendors.
- Each vendor operates as an independent seller responsible for their own inventory, product listings, order fulfillment, and after-sales service.
- PlantBay does not manufacture, grow, package, or ship the products listed by vendors.
- Accordingly, PlantBay is not liable for product quality, condition, legality, or fitness for purpose.
However, we monitor vendor compliance and may intervene to ensure fair outcomes where appropriate.
3. Return Eligibility
Because most items sold on PlantBay are live plants, seeds, and biological materials, special conditions apply.
3.1 Non-Returnable Products
For hygiene, safety, and biological reasons, live plants, seeds, and cuttings cannot be returned once delivered unless:
- The product was damaged, dead, or incorrect upon arrival.
- The vendor shipped a wrong item or misrepresented the product description.
- The item was delivered to the wrong address due to vendor error.
3.2 Returnable Products
You may request a return or replacement for:
- Gardening tools, pots, accessories, or non-perishable items.
- Defective or damaged products not caused by improper handling after delivery.
4. Reporting a Problem
To qualify for a refund or replacement, you must report any issue within 48 hours of receiving the product by contacting both:
- The vendor (via your order page or vendor contact option), and
- The PlantBay Support Team at support@plantbay.co.za
When submitting a claim, please include:
- Your order number
- Clear photos of the product and packaging
- A brief description of the issue
This allows us and the vendor to assess the claim quickly.
5. Vendor Responsibilities
Each vendor is required to:
- Clearly state their individual refund/return terms on their store page.
- Ensure packaging protects live plants during transit.
- Replace or refund customers in cases of damage, incorrect products, or non-delivery.
- Handle communication with customers in a professional and timely manner.
Vendors who fail to meet these standards may face account suspension or removal from the platform.
6. Refund & Replacement Process
Once your claim is submitted:
- The vendor will assess your request within 3–5 business days.
- If approved, the vendor will offer one of the following:
- A replacement of the same item (if available), or
- A refund processed via the original payment method.
- Refund processing times may vary depending on the vendor’s payment provider (typically 5–10 business days).
If a vendor is unresponsive, PlantBay Support may step in to mediate and ensure resolution in line with our platform’s policies.
7. Customer Responsibilities
Customers are expected to:
- Provide accurate delivery information during checkout.
- Be available to receive deliveries (especially for live plants).
- Handle plants according to care instructions after delivery.
PlantBay and vendors cannot issue refunds for plants that die or deteriorate due to neglect, improper care, or unsuitable environmental conditions after delivery.
8. Damaged or Dead on Arrival
If your plant or item arrives damaged, dead, or in poor condition:
- Contact the vendor and PlantBay within 48 hours of delivery.
- Provide clear photographic evidence.
- Keep the product and packaging for assessment (if required).
If verified, the vendor must provide either:
- A full or partial refund, or
- A replacement item (where available).
9. Order Cancellations
9.1 Before Shipping
You may cancel your order before the vendor ships it by contacting the vendor directly.
If payment has already been made, the vendor may issue a full refund, minus any payment processing fees.
9.2 After Shipping
Once an item has been dispatched, cancellations are not possible, especially for live plant products.
10. Non-Delivery
If your order does not arrive within the expected time:
- Contact the vendor first to confirm shipping status and tracking.
- If unresolved after 7 working days, contact PlantBay Support.
If confirmed undelivered or lost, the vendor must issue a refund or replacement in accordance with this Policy.
11. Disputes and Escalation
PlantBay encourages customers and vendors to resolve disputes amicably.
If no agreement is reached within 10 business days, you may escalate the issue to PlantBay Support at disputes@plantbay.co.za.
PlantBay reserves the right to:
- Investigate the matter,
- Temporarily hold vendor payouts, and
- Take appropriate corrective action if vendor misconduct is confirmed.
12. Exceptions and Limitations
No refunds will be issued for:
- Change of mind after purchase.
- Plants or seeds that die after successful delivery due to user care or environmental factors.
- Minor variations in plant size, color, or maturity — as these are natural and expected variations.
- Delays caused by couriers, customs, or force majeure events (e.g. extreme weather).
13. Platform Disclaimer
PlantBay.co.za is a facilitator, not a vendor.
While we help ensure fair outcomes, all refunds and replacements are ultimately the responsibility of the independent vendor who supplied the product.
PlantBay:
- Does not process direct payments between customers and vendors.
- Is not liable for financial loss, property damage, injury, or death resulting from the use or handling of any products sold on the Platform.
