REFUND POLICY — Pearl Orchids

Last updated: September 25, 2026

Pearl Orchids sells live plants. Because every plant is unique and perishable, we follow a strict no-return policy, with the limited exceptions set out below.

You approve your plant before we ship

Before we confirm your order, we will send you photos and/or a video of the exact plant you will receive. Please check the plant carefully. By confirming the order after seeing the photos/video, you accept the plant in the condition shown.

No returns or exchanges

Goods once sold cannot be returned or exchanged. We do not accept returns for change of mind, dislike of the plant, colour or size (you approve these before dispatch), or for plants that decline after delivery due to care, climate or growing conditions.

Cancellations

• You may cancel your order before it is dispatched for a full refund.
• If you decide not to proceed after seeing the photos/video, we will cancel the order and refund you in full.
• Orders cannot be cancelled once the parcel has been handed to India Post.

Unboxing video is mandatory

For any claim, you must record a continuous, unedited unboxing video starting from the sealed parcel with the shipping label visible, and share it with us within 24 hours of delivery (as per India Post tracking) along with your order number. Claims without an unboxing video, or reported after 24 hours, cannot be accepted.

Plant does not match the photo/video — refund with return

If the plant you receive does not match the photos/video shared with you before the order was confirmed:

1. Share the unboxing video with us within 24 hours of delivery.
2. Once we verify the mismatch, return the plant to us in its original packing by India Post Speed Post to: Pearl Orchids, Opposite BSNL Telephone Exchange, Perinjanam P.O., Thrissur, Kerala – 680686.
3. Share the return tracking number with us.
4. Once the returned plant reaches us and is verified as the plant we sent, we will process a refund of the product price and your return postage within 2–3 days of receiving the returned plant.

Plant damaged in transit

Slight damage during transit is normal and is not eligible for a refund or replacement. This includes a bent or broken leaf, bruised or scratched leaves, loss of flowers or buds, a bent flower spike, or potting medium that has shifted in the pot. The plant will recover with normal care.

If the plant arrives completely damaged — for example, a crushed or snapped stem, a broken crown or growing point, or a plant that is dead — share the unboxing video within 24 hours of delivery. After review, we will offer, at our discretion, a replacement (subject to availability) or a refund of the product price. You do not need to return a completely damaged plant.

Please note: plants are shipped with the potting medium half dry on purpose, to prevent root rot in transit. The plant itself is shipped fresh and healthy. Dry potting medium on arrival is normal and is not considered damage.

Refunds

Approved refunds are processed to your original payment method within 2–3 days (for plant-mismatch claims, within 2–3 days of receiving the returned plant). Your bank or payment provider may take a few more business days to credit the amount. Shipping charges are non-refundable, except where we cancel the order or where the claim is due to our error.

Contact

For cancellations or claims, email us at sibi235@gmail.com with your order number.