Returns & claims

We look at every request individually. A living plant is not a manufactured object: a leaf marked by transport is not a defect, a broken root ball or a damaged trunk is.

The terms below are a recommended procedure meant to handle requests quickly and fairly. They are not a contractual commitment while the final conditions are still being settled: [return policy to confirm].

If a plant arrives visibly damaged, tell us quickly — ideally within 48 hours of delivery — with photographs.

• One wide photo of the whole plant.
• One close-up of the affected part.
• One photo of the pot or packaging if it is damaged.

Keep the plant in its original container until we reply: it makes diagnosis and, if needed, collection easier. Indicative handling time: [time to confirm].

• Write to us by email or WhatsApp, quoting your order reference.
• Attach the photographs and a short description of what you see.
• We come back to you with a diagnosis and a proposal.

Our details are on the Contact page.

Some situations fall outside a claim:

• A plant whose foliage suffered from too little or too much watering after delivery.
• A plant placed in conditions that do not match its needs (exposure, temperature, draught).
• Natural variations in habit, shade, size or branching: every specimen is unique.
• A few leaves dropping in the days after arrival, which often comes with acclimation.
• A plant repotted, pruned or treated before the request was reported to us.

When a request is admissible, the answer is considered case by case, depending on the nature of the damage, the availability of the specimen and the delivery city. Three outcomes are possible:

• Replacement of the specimen, when an equivalent is available.
• A credit to use on a future order.
• A refund, full or partial.

Refund terms and timing: [conditions to confirm].

Palms, mature olive trees and other oversized specimens get particular attention: transporting and collecting them requires specific means. Report any problem at handover, with the delivery team present where possible.

Conditions for oversized specimens: [to confirm].

These terms come in addition to the rights granted by the Moroccan regulations applicable to distance selling. They are detailed in our terms of sale, which prevail. Our upstream quality approach is described on the Quality commitment page.