If it dies, we replace it.

Our two promises

1. Alive-on-arrival promise

Every plant we ship is packed in ventilated, moisture-locked packaging and dispatched Monday through Thursday so it doesn't sit in a warehouse over the weekend. But sometimes plants still arrive damaged. When they do:

• WhatsApp us within 48 hours of delivery with photos of the damaged plant and the packaging
• If the plant is dead, badly damaged, or in a state it cannot recover from, we ship a replacement free of cost
• If the plant has minor leaf damage but is otherwise healthy, we offer care guidance and, if needed, a partial store credit
• You don't have to return the damaged plant unless we specifically ask — which is rare

2. 30-day replacement policy

Plants sometimes die after they arrive, especially for first-time plant parents. We built the 30-day policy to take that worry out of the equation:

• If any plant you bought from us dies within 30 days of delivery — for any reason, including neglect, overwatering, or bad light — we'll send a replacement
• This policy applies once per plant per order — i.e. if we replace it and the replacement dies too, we'll offer a refund or store credit instead
• Care Club members get this extended to 60 days automatically

This is an unusually generous policy for plants. We offer it because it builds trust — and because most people who get a replacement go on to care for that second plant successfully, often with help from our WhatsApp support.

3. How to claim

Three steps, all via WhatsApp. Simple process, typically no return shipping on your end.

1. WhatsApp us at +91 96387 95572
   Include your order number (starts with AN-), a photo of the plant, and a brief note about what happened. For alive-on-arrival claims, also include a photo of the packaging.

2. We acknowledge within 4 business hours
   A real gardener from our team reads your message, looks at the photo, and replies with next steps. If the claim is clear, we approve it right away.

3. We ship a replacement or refund
   Replacement plants are shipped within 3 business days of approval, using the same dispatch schedule. Refunds are processed within 5 business days to the original payment method.

4. What's covered

• Plants that arrive dead, broken, or in an unrecoverable state
• Plants that die from shipping stress within 14 days of delivery
• Plants that die from any cause within 30 days of delivery (60 days for Care Club members)
• Wrong plant sent by mistake (we send the correct plant; you keep or return the wrong one)
• Broken pots or accessories in shipping
• Damaged packaging that clearly affected plant health

5. What's not covered

To keep the policy honest and sustainable, these situations are outside our replacement promise:

• Plants that die after 30 days (or 60 days for Care Club members) — we still offer care advice, but not replacement
• Minor cosmetic variations — leaf size differences, small blemishes, one or two damaged leaves from shipping. These are normal and don't affect plant health
• Damage from known causes after delivery — e.g. pet damage, child damage, accidental spillage, moving the plant and breaking it
• Plants exposed to extreme conditions post-delivery — e.g. left outside in 45°C heat, in a car for hours, etc.
• Claims made more than 48 hours after delivery for alive-on-arrival issues, or more than 30 days after delivery for dead-plant claims
• Plants purchased on final-sale or clearance items (clearly marked as "final sale" on the product page)
• Pots, accessories, or care kits that have been used (unused items can be returned within 7 days)

6. Refunds

We prefer replacements over refunds because it keeps you in a plant. But refunds are available in these cases:

• If we can't ship a replacement to your pin code
• If the same plant has been replaced once and died again
• If the product is out of stock and you don't want to wait for restock
• If you cancel before dispatch (see section 7)

Refund timeline

• UPI / Net Banking: 3–5 business days to the original account
• Credit / Debit card: 5–10 business days (depending on your bank's policy)
• Wallet / Store credit: Instant to your Anna Nursery account

We do not charge processing fees for refunds. The full amount (including shipping, if you paid any) is returned.

7. Cancellations

You can cancel your order free of charge before it is dispatched from our beds:

• Before dispatch: full refund, hassle-free. WhatsApp us your order number
• After dispatch but before delivery: we can't recall the plant mid-route, but you can refuse delivery when it arrives. We then refund 90% (the 10% covers shipping and repackaging costs)
• After delivery: treated as a return — governed by the alive-on-arrival and 30-day promises above

8. Grievances & escalation

If you're unhappy with how a claim was handled, please escalate to our Grievance Officer. We take grievances seriously — a real person will personally review your case and reply within 48 hours.

You may also file a complaint with the Indian government's Consumer Helpline (1915) or on the National Consumer Helpline portal.