Refund policy

Refund Policy

Last updated: June 2026

At Luma Garden, we take great care in selecting, packaging, and delivering healthy plants. Due to the perishable nature of live plants, we have the following refund and replacement policy.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 24 hours of delivery.

To process your claim, please provide:

  • Your order number

  • Clear photographs of the plant and packaging

  • A brief description of the issue

Once reviewed, we may offer:

  • A replacement plant

  • Store credit

  • A full or partial refund where appropriate

Live Plant Variations

Plants are living products and may vary naturally in:

  • Size

  • Shape

  • Growth pattern

  • Colour

  • Number of leaves

These natural variations are not considered defects and do not qualify for refunds or exchanges.

Change of Mind

We do not offer refunds or exchanges for:

  • Change of mind

  • Incorrect plant selection

  • Failure to read product descriptions

  • Plants that do not fit a customer's space or preferences

Delivery Issues

Customers are responsible for providing accurate delivery information.

We cannot offer refunds for:

  • Incorrect addresses supplied at checkout

  • Failed delivery attempts due to customer unavailability

  • Delays caused by circumstances beyond our control

Plant Care After Delivery

Once a plant has been delivered successfully, its ongoing care becomes the responsibility of the customer.

Refunds or replacements cannot be issued for plant health issues resulting from:

  • Overwatering

  • Underwatering

  • Incorrect lighting

  • Temperature stress

  • Neglect or improper care

Refund Processing

Approved refunds will be processed to the original payment method within 5–10 business days.

Processing times may vary depending on your bank or payment provider.

Contact Us

For all refund and replacement requests, please contact:

Email: support@lumagarden.co.za

Please include your order number and photos where applicable to help us assist you quickly.