Overview
Our refund and returns policy is designed to ensure transparency and fairness. Due our products are living plants and perishable items, we generally do not accept returns. Please read the policy below carefully before placing your order.
If you receive a damaged or incorrect item, you must notify us within 7 days of receiving your order. Refunds are handled on a case-by-case basis and only apply where the issue is due to a proven mistake on our part.
Eligibility for Refunds
To be eligible for a refund:
- You must notify us by email within 7 days of delivery.
- Supporting evidence, such as photographs, may be required.
- Refunds are processed per item basis (i.e. only for the specific item proven faulty or incorrect).
Please note: Shipping costs are non-refundable.
Non-Returnable Items
Due to the nature of our business, we cannot accept returns of:
- Any plants or live plant products.
- Perishable or custom plant arrangements.
- Sale or clearance items.
- Gift cards and digital vouchers.
Refund Process
Once we receive and review your refund request:
- You will be notified by email of the approval or rejection of your refund.
- If approved, refunds will be processed to your original method of payment within 30 days.
Late or Missing Refunds
If you haven’t received a refund yet:
- First, check your bank account again.
- Then contact your credit card company – it may take some time before your refund is officially posted.
- Next, contact your bank. Processing times vary depending on the provider.
If you have completed these steps and still have not received your refund, please contact us at info@mothercityjungle.co.za.
Exchanges
We only replace items if they are defective or damaged upon delivery. If you need an exchange for the same product, please email us at info@mothercityjungle.co.za.
Gifts
- If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of the approved refund.
- If the gift giver had the order shipped to themselves and then gave it to you, we will send the refund to the gift giver.
Shipping Returns
Because we do not accept returns of plants, please do not ship products back to us unless specifically instructed by our customer service team.
If you are returning an approved non-plant item, please send it to our nursery address (provided upon approval). You will be responsible for your own shipping costs. Shipping fees are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from it.
Need Help?
If you have questions about refunds or returns, please contact us at:
📧 info@mothercityjungle.co.za