Prakriti's Garden
Last updated: [10/08/2026]
Effective date: [10/08/2026]
1. Our Approach
This Policy explains when you can claim a replacement or refund, how to raise a claim, and what evidence we need. It forms part of our Terms of Service and should be read with our Shipping Policy.
Because we sell living goods, this is a replacement-first policy. A plant cannot survive a return journey, and sending one back usually destroys it. So for live plants we do not ask you to ship anything back — we assess your claim from photographs and video, and send a replacement or issue a refund.
This Policy does not affect your statutory rights under the Consumer Protection Act, 2019.
2. Claim Windows
Raise your claim within the window below. Claims raised after the window generally cannot be accepted, because we can no longer distinguish a transit or dispatch issue from post-delivery care.
| Category | Raise claim within |
|---|---|
| Live plants — damaged, dead, wrong or missing on arrival | [48] hours of delivery |
| Planters, pots, tools and accessories — broken, wrong or missing | [7] days of delivery |
| Seeds and bulbs — wrong item or sealed pack damaged | [7] days of delivery |
| Manufacturing defect in a non-living product | [7] days of delivery |
The delivery date is the date recorded by our courier partner.
3. What Is Eligible
We will replace or refund where:
(a) The plant arrived dead, broken at the stem, or with the root ball destroyed.
(b) The pot or planter arrived broken or cracked in transit.
(c) You received the wrong product, wrong variant, or wrong size.
(d) An item is missing from the parcel.
(e) A non-living product has a genuine manufacturing defect.
(f) The parcel arrived visibly tampered with or badly damaged and you have documented it.
(g) A seed or bulb pack arrived unsealed or damaged.
4. What Is Not Eligible
To set expectations honestly before you order:
(a) Natural variation. Differences in height, spread, leaf count, leaf colour, branching, flowering stage or pot shade from the photograph on the Website. Every plant is unique; our images are indicative.
(b) Transit stress. Leaf droop, minor leaf drop, yellowing of lower leaves, or soil displacement on arrival. This is normal and usually resolves within [7-14] days with correct care.
(c) Post-delivery decline. Plant decline caused by overwatering, underwatering, insufficient or excessive sunlight, poor drainage, pests acquired after delivery, repotting, pet or child damage, or relocation.
(d) Germination outcomes. Seeds and bulbs that do not germinate, or do not germinate at an expected rate. Germination depends on sowing method, soil, season and local conditions outside our control.
(e) Growth outcomes. Failure to flower, fruit or reach an expected size.
(f) Opened consumables. Opened soil, growing media, fertilisers, pesticides and similar goods, for hygiene and safety reasons.
(g) Change of mind on live plants, once dispatched.
(h) Used items. Tools or planters that have been used, assembled, planted into, or are not in original condition with tags and packaging.
(i) Clearance items expressly marked non-returnable at the time of purchase.
(j) Claims outside the window in Section 2, or claims without the evidence in Section 5.
5. Evidence We Need
Send the following to [support@prakritisgarden.com] with your order number in the subject line:
Always required
- Order number and registered contact details
- A clear description of the issue
- Photographs of the product, showing the problem, in natural light — including at least one full-plant or full-product shot
Required for breakage, missing items and wrong items
- A single, continuous, unedited unboxing video showing the sealed parcel, its label, and the parcel being opened
Also helpful
- A photograph of the outer carton and shipping label
- A photograph of the packaging as received
Claims for breakage, shortage or wrong item may be declined without an unboxing video, as we cannot otherwise establish whether the issue arose in transit or after delivery.
6. How a Claim Is Processed
| Step | What happens | Timeline |
|---|---|---|
| 1 | You raise a claim with evidence | Within the Section 2 window |
| 2 | We acknowledge receipt | Within [24-48] hours |
| 3 | We assess, and may ask for further photographs or a short call | [2-3] business days |
| 4 | We confirm the outcome — replacement, refund or decline, with reasons | [3-5] business days from claim |
| 5 | Replacement dispatched, or refund initiated | See Sections 7 and 8 |
Where a claim is declined, we will tell you why, and you may escalate under Section 11.
7. Replacements
7.1 Where a claim is approved, replacement is our default remedy for live plants.
7.2 Approved replacements are dispatched within [3-5] business days, subject to stock and to the live-plant dispatch schedule in our Shipping Policy.
7.3 No return shipment is required for live plants. Please do not send a plant back unless we specifically ask you to.
7.4 If the same plant is out of stock, we will offer you a choice of: (a) waiting for restock; (b) an equivalent plant of similar value; or (c) a full refund for that item.
7.5 Replacement shipping is free where the fault was ours.
7.6 A replacement is offered once per item. A subsequent claim on the same item will be assessed on its own facts and may be settled as a refund instead.
8. Refunds
8.1 Refunds are issued where a replacement is unavailable, where you prefer a refund over a replacement, or where we cancel an order.
8.2 Refunds are made to the original payment method. For COD orders, refunds are made by bank transfer or UPI to details you confirm in writing.
8.3 Timelines:
| Stage | Timeline |
|---|---|
| Refund initiated by us after approval | [2-3] business days |
| Credited to your account by your bank or provider | [7-10] business days from initiation |
8.4 Bank and gateway credit timelines are outside our control.
8.5 Deductions. Refunds are net of:
- COD convenience fees (non-refundable)
- Original shipping charges, where the return is not attributable to a fault on our part
- Shipping and handling costs on RTO consignments, as set out in the Shipping Policy
8.6 Where only part of an order is refunded, any free-shipping threshold or discount that applied to the whole order may be recalculated proportionately.
8.7 Refunds on orders placed with a coupon are calculated on the amount actually paid, not the pre-discount value. Used coupons are not reissued unless we cancelled the order.
9. Returns of Non-Living Products
9.1 Planters, tools and accessories may be returned within [7] days of delivery if unused, undamaged, and in original packaging with all tags and accessories.
9.2 Raise a return request at [support@prakritisgarden.com]. Where a reverse pickup is available at your PIN code, we will arrange it. Where it is not, you may be asked to self-ship, and we will reimburse reasonable courier charges up to ₹[XXX] on approval.
9.3 Returned goods are inspected on receipt. Items that show use, damage or missing components may be declined or refunded in part.
9.4 A return-shipping charge of ₹[XXX] may apply where the return is a change of mind rather than a fault on our part.
10. Cancellations
10.1 Before dispatch — cancel free of charge by writing to [support@prakritisgarden.com] or calling [+91 XXXXXXXXXX]. A full refund is initiated within [2-3] business days.
10.2 After dispatch — cancellation is not possible. Refuse the delivery if you wish, and the RTO terms in Section 8.4 of the Shipping Policy will apply.
10.3 Cancellation by us. We may cancel an order for the reasons set out in clause 7.3 of our Terms of Service, including stock unavailability, pricing errors, unserviceable PIN codes and suspected fraud. Prepaid amounts are refunded in full.
11. Grievance Redressal
If you are not satisfied with the outcome of a claim, escalate to our Grievance Officer:
| Name | [Full Name] |
| Designation | Grievance Officer |
| [grievance@prakritisgarden.com] | |
| Phone | [+91 XXXXXXXXXX] |
| Address | [Full Registered Address, City, State, PIN] |
| Working hours | [Monday–Saturday, 10:00 AM – 6:00 PM IST] |
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, we acknowledge every complaint within 48 hours and endeavour to resolve it within one month of receipt.
Nothing in this Policy restricts your right to approach the appropriate Consumer Commission under the Consumer Protection Act, 2019.
12. Contact Us
[Legal Entity Name] (trading as Prakriti's Garden) [Full Registered Address, City, State, PIN] Email: [support@prakritisgarden.com] Phone: [+91 XXXXXXXXXX] Support hours: [Monday–Saturday, 10:00 AM – 6:00 PM IST]