Refund Policy

1. Eligibility for Refund:

We offer refunds for eligible orders within 14 days from the date of delivery. If 14 days have passed since the delivery, unfortunately, we cannot process a refund. To be eligible for a refund, the plant(s) must be in their original condition, unused, and in the same packaging as when you received them.

2. Damaged or Defective Plants:

In the unlikely event that your plant(s) arrive damaged or defective, we are here to help. Please contact our customer support team immediately upon receipt of the plants, providing clear images and a detailed description of the issue. Once we verify the damage or defect, we will be glad to offer you a replacement plant(s) at no additional cost or provide a full refund.

If the heat pack shipping options is not used during winter months, we cannot be held responsible for cold damage to sensitive plants, such as tropical and subtropical varieties.

3. Non-Delivery or Lost Packages:

If your order has not been delivered within the estimated delivery time and is considered lost, please reach out to our customer support team. We will conduct a thorough investigation to locate your package. If we are unable to locate it, we will offer you a full refund, including shipping charges.

4. Change of Mind:

If you have a change of mind or decide that you no longer want the plants you ordered, please contact our customer support team within 14 days from the date of delivery. In such cases, you may be eligible for a refund, but please note that you will be responsible for the return shipping fees, and the plants must be returned in their original condition.

5. Refund Process:

To initiate a refund request, please contact our customer support team at info@diflora.it. Once your request is received and approved, we will process the refund to your original payment method within 10 business days. Please note that depending on your payment provider, it may take additional time for the refund to appear in your account.

6. Exceptions:

• We are unable to offer refunds for plants that are damaged due to improper care or neglect after delivery.
• Refunds are not applicable to orders where incorrect shipping information was provided by the customer, resulting in non-delivery.
• We cannot be held responsible for incomplete documentation provided by the importer, and therefore we cannot offer refunds for shipments affected by this issue. We highly recommend ensuring all necessary documents are complete and accurate before submitting them to us to avoid any potential delays or issues with your shipment.
• Returns from customers who do not comply with their country’s import laws or who refuse to pay import duties will not be accepted.

7. International Orders:

If any shipment takes longer than 21 working days to reach its final destination, we offer a refund for any dead plants or the option to add those plants to a new order free of charge, as agreed upon with the customer. Your satisfaction is our top priority, and we strive to provide excellent customer service in all situations. Our packaging ensures healthy plants for up to 21 working days after shipment. We have extensive experience in the customs clearance process and are well-equipped to provide any necessary assistance for various procedures. Please feel free to reach out to us via email or WhatsApp, using the contact information provided on this page. We are committed to providing prompt and helpful service to our customers.

If you have any questions or concerns about our refund policy, please do not hesitate to contact our customer support team. We are dedicated to providing you with exceptional service and ensuring your satisfaction with every purchase.