Return Policy

Last Updated:

1. Our Commitment to Quality

At Quomlarelyophiu, we are dedicated to providing you with healthy, vibrant indoor plants that meet the highest quality standards. We carefully inspect every plant before it leaves our facility to ensure it arrives at your door in excellent condition. However, we understand that occasionally issues may arise, and we are committed to resolving them promptly and fairly. This Return Policy outlines the terms and conditions under which returns and refunds are processed.

2. Return Eligibility

Due to the living nature of our products, returns are handled on a case-by-case basis. We accept returns or offer replacements under the following circumstances: if your plant arrives damaged during shipping, if the plant is significantly different from what was described or pictured on our website, if the plant shows signs of poor health or disease that were not disclosed at the time of purchase, or if you received the wrong plant or an incorrect order.

To be eligible for a return or replacement, you must contact us within 48 hours of receiving your order. Please provide photographic evidence of the issue, including clear images of the plant, packaging, and any visible damage or concerns. This documentation helps us assess the situation and process your claim efficiently. Returns requested after 48 hours may not be accepted unless there are extenuating circumstances.

3. Non-Returnable Items

Certain items and situations are not eligible for returns or refunds. These include plants that have been in your care for more than 48 hours, as we cannot verify the care conditions after this period. Plants that show signs of neglect, improper care, overwatering, underwatering, or environmental stress after delivery are not eligible for return. Additionally, plants that have been repotted, pruned, or otherwise altered after delivery cannot be returned. Change of mind or personal preference regarding the plant's appearance, size, or growth pattern after acceptance of delivery is not grounds for return.

We also cannot accept returns for plants that have been exposed to extreme temperatures, pests, or other environmental factors after delivery. It is the customer's responsibility to provide appropriate care for the plant upon receipt. We provide detailed care instructions with each plant to help ensure its continued health and vitality.

4. Shipping Damage

We take great care in packaging our plants to ensure they arrive safely. Each plant is securely wrapped and placed in specially designed packaging to protect it during transit. However, despite our best efforts, damage can occasionally occur during shipping. If your plant arrives damaged, please do not discard the packaging or the plant. Contact us immediately with photographs of the damaged plant and packaging materials.

We will assess the damage based on the photographs provided and determine the appropriate resolution, which may include a full refund, partial refund, or replacement plant. In cases of shipping damage, we may file a claim with the shipping carrier, and your cooperation in providing documentation and retaining packaging materials is appreciated. We aim to resolve all shipping damage claims within 5 business days of receiving your notification.

5. Return Process

If you believe your order qualifies for a return or replacement, please follow these steps: Contact our customer service team within 48 hours of receiving your order by phone at +64 9 441 9091 or by email at message@quomlarelyophiu.world. Provide your order number, a detailed description of the issue, and clear photographs showing the problem. Our team will review your claim and respond within 2 business days with instructions on how to proceed.

If your return is approved, we will provide you with specific instructions, which may include returning the plant to us or disposing of it according to our guidelines. In some cases, we may request additional information or photographs to complete our assessment. Please do not return any items without prior authorization, as unauthorized returns will not be accepted or refunded.

6. Refunds

Once your return is approved and processed, we will initiate a refund to your original method of payment. Refunds typically include the purchase price of the plant and, in cases of our error or shipping damage, the original shipping costs. Please note that it may take 5 to 10 business days for the refund to appear in your account, depending on your financial institution's processing times.

Refunds are issued in the same currency and to the same payment method used for the original purchase. If you paid by credit card, the refund will be credited to that card. If you paid by bank transfer or other method, we will arrange an appropriate refund method. In some cases, we may offer store credit or a replacement plant instead of a monetary refund, particularly if you prefer to receive a substitute plant of equal or greater value.

7. Replacements

In many cases, we prefer to send a replacement plant rather than process a refund, as this allows us to ensure you receive a healthy plant that meets your expectations. If you agree to a replacement, we will send a new plant of the same variety or, if unavailable, a comparable alternative of equal or greater value. Replacement plants are shipped at no additional cost to you, and we will make every effort to expedite the shipment.

Replacement plants are subject to the same quality standards and inspection processes as original orders. If you are not satisfied with the replacement plant, please contact us within 48 hours of receiving it, and we will work with you to find an appropriate solution, which may include a refund or alternative replacement.

8. Exchanges

We do not offer direct exchanges for different plant varieties based on personal preference. If you wish to receive a different plant than the one you ordered, you must return the original plant according to our return policy and place a new order for the desired variety, subject to availability. However, if the plant you received is not as described or is unsuitable due to an error on our part, we will work with you to provide an appropriate alternative at no additional cost.

9. Shipping Costs

Shipping costs for returns vary depending on the reason for the return. If the return is due to our error, such as sending the wrong plant, a damaged plant, or a plant that does not match the description, we will cover all return shipping costs and provide a prepaid shipping label if return of the plant is required. If the return is due to customer preference or change of mind and is accepted at our discretion, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is due to our error or shipping damage. If you received free shipping on your original order and the return is due to your preference, the actual shipping cost will be deducted from your refund.

10. Inspection Upon Delivery

We strongly encourage you to inspect your plant immediately upon delivery. Carefully remove the plant from its packaging and examine it for any signs of damage, disease, or discrepancies. If you notice any issues, photograph them immediately and contact us within 48 hours. Prompt notification allows us to address problems quickly and ensures the best possible outcome for your claim.

When inspecting your plant, check for broken stems or leaves, soil spillage, root damage, discoloration, wilting, or any other visible concerns. Also verify that the plant matches the variety you ordered and that all items listed in your order are present. Delayed reporting of issues may affect our ability to process your return or replacement claim.

11. Care Instructions and Support

Each plant comes with detailed care instructions to help you maintain its health and vitality. We also offer ongoing support through our customer service team, who can answer questions about watering, lighting, fertilizing, and troubleshooting common issues. Many problems that arise shortly after delivery can be resolved with proper care adjustments, and we encourage you to contact us for guidance before assuming a plant is defective.

Common issues such as minor leaf yellowing, slight wilting, or adjustment stress are normal after shipping and typically resolve within a few days with proper care. These temporary conditions do not qualify for returns or replacements. However, if you are concerned about your plant's health, please reach out to us, and we will provide personalized advice to help your plant thrive.

12. Seasonal Considerations

Plant availability and shipping schedules may be affected by seasonal factors, weather conditions, and growing cycles. During extreme weather conditions, we may delay shipments to protect plant health during transit. If your order is delayed due to weather, we will notify you and provide an updated shipping timeline. These delays are for the benefit of the plants and do not qualify for cancellations or refunds unless you specifically request to cancel before shipment.

13. Contact Information

If you have any questions about our Return Policy or need to initiate a return or replacement, please contact us:

Quomlarelyophiu
82 Archers Road, Glenfield
Auckland 0627, New Zealand
Phone: +64 9 441 9091
Email: message@quomlarelyophiu.world

Our customer service team is available to assist you and will respond to all enquiries within 2 business days. We are committed to ensuring your satisfaction and will work diligently to resolve any issues you may experience with your order.

14. Policy Updates

We reserve the right to update or modify this Return Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. The "Last Updated" date at the top of this policy indicates when it was most recently revised. We encourage you to review this policy periodically to stay informed about our return procedures. Your continued use of our website and services after any changes constitutes acceptance of the updated policy.

15. Consumer Rights

This Return Policy does not affect your statutory rights under New Zealand consumer protection laws. Under the Consumer Guarantees Act 1993, you are entitled to certain guarantees regarding the quality and fitness of goods purchased. If our products fail to meet these guarantees, you may be entitled to remedies under the Act. For more information about your consumer rights, please visit the Commerce Commission website or contact us directly.