At horticove, we are committed to ensuring your satisfaction with every order. This Refund Policy outlines the terms and conditions regarding refunds, replacements, and returns for purchases made through www.horticove.com. By placing an order with us, you agree to the terms set forth below.
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1. Overview and Scope
This policy applies to all retail purchases made by consumers located within Europe through www.horticove.com. Transactions are processed securely as single payments using accepted payment methods, including Visa, Mastercard, American Express, Apple Pay, Google Pay, and digital wallets.
2. Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with European consumer protection regulations, including EU Directive 2011/83/EU on Consumer Rights, you possess a statutory 14-day Right of Withdrawal.
Withdrawal Period: The 14-day period begins on the day after you, or a designated third party other than the carrier, acquires physical possession of the goods.
Exercising the Right: To exercise your right of withdrawal, you must inform us of your decision by contacting our support team via email at plant@horticove.com with an unambiguous statement before the 14-day period expires.
Return Condition: Goods must be returned in a condition that permits resale, complete with original packaging where applicable. You bear the direct cost of returning the goods. You shall be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Refund Timeline: Upon receipt and inspection of the returned goods, we will issue a full refund of the purchase price using the original payment method within 14 days.
3. Shipping Delays and Transit Investigations
We partner with international logistics carriers including DHL, FedEx, and UPS Priority services to deliver your products.
If your order exceeds the standard estimated transit time, please contact us at plant@horticove.com.
Upon notification, we will initiate an official investigation with the respective carrier.
Depending on the findings of the carrier investigation and the actual circumstances of the shipment, we will determine whether to issue a full refund or dispatch a replacement package.
4. Defective, Damaged, or Incorrect Items
If you receive items that are defective, damaged upon arrival, or incorrect, you are entitled to a remedy under statutory warranty provisions.
Notification Window: Please inspect your shipment upon delivery and contact us via email at plant@horticove.com as soon as possible.
Evidence Submission: To expedite resolution without unnecessary inconvenience, customers are required to provide photographic evidence clearly showing the defect or damage via email.
Resolution: For verified damaged or defective items, you are not required to return the physical damaged item. We will process a full refund or arrange a replacement shipment based on the evidence provided.
5. Refund Processing
Approved refunds will be processed promptly and credited back to your original payment method (Visa, Mastercard, American Express, Apple Pay, Google Pay, or digital wallet).
Depending on your financial institution provider, funds typically reflect in your account within several business days following processing.
6. Contact Information
For any questions regarding refunds, returns, or order status, please reach out directly to our customer support team:
* Email: plant@horticove.com
