Last updated: October 24, 2026
We want you to be happy with your order. This policy explains when you can return an item and how refunds work.
Damaged, faulty or wrong items
If something arrives damaged or isn’t what you ordered, contact us within 48 hours of delivery with your order ID and a photo. We’ll replace the item or refund it, and you won’t pay for the return.
Living plants
Because plants are living and their condition depends on care after delivery, we can’t accept returns of healthy plants for a change of mind. If a plant arrives in poor condition, tell us within 48 hours of delivery as described above.
Pots, tools and other items
Unused items that aren’t plants can be returned within 7 days of delivery in their original condition and packaging. Opened soil, fertilisers and seeds can’t be returned unless they arrived damaged or faulty.
How to request a return
Contact us with your order ID and the items you’d like to return. We’ll confirm whether the return is accepted and arrange collection.
Refunds
Accepted refunds are made to the way you paid: card and KNET payments go back to the same card, and cash orders are refunded by bank transfer. Once approved, banks usually take a few working days to show the refund.
Questions about this policy? Contact us at Admin@ShatlaKwt.com.