Returns & Refund Policy

At DHLURE, we take great care in packaging and delivering our indoor plants to ensure they arrive in excellent condition. If you experience any issues with your order, we are here to help.

1. Return Period

We offer a 30-day return policy. You may request a return within 30 days of receiving your order.

2. Eligibility for Returns

To be eligible for a return, plants and related products must:

  • Be returned in their original condition
  • Include the original pot and packaging where possible
  • Show no signs of misuse, neglect, or improper care after delivery
  • Be accompanied by proof of purchase or order confirmation

Please note that due to the natural and perishable nature of live plants, minor variations in size, shape, or color are normal and are not considered defects.

3. Damaged or Incorrect Orders

If your plant arrives damaged, defective, or if you receive the wrong item, please contact us within 48 hours of delivery at rotilabintas@gmail.com and include clear photos of the product and packaging.

In these cases, DHLURE will offer:

  • A replacement plant, or
  • A full refund at no additional cost

4. Return Shipping Costs

  • For returns due to a change of mind, customers are responsible for return shipping costs.
  • For damaged, defective, or incorrect items, DHLURE will cover the return shipping costs.

We do not charge any restocking fees.

5. Exchanges

We accept exchanges for eligible products. If you would like a different plant or product, please contact us to arrange an exchange, subject to stock availability.

6. Refund Processing

Once your returned item has been received and inspected, we will notify you regarding the approval of your refund.

If approved:

  • Refunds will be issued to your original payment method
  • Refunds are processed within 7 business days after receiving the returned item
  • Your bank or payment provider may require additional processing time

7. Non-Returnable Items

The following items may not be eligible for return:

  • Plants that have been repotted, damaged, or neglected after delivery
  • Clearance or final sale items
  • Gift cards

8. How to Start a Return

To request a return, refund, or exchange, please contact us using the information below:

Company Name: DHLURE
Email: rotilabintas@gmail.com
Phone: +447873373440
Return Address: 34 Church Lane, Sawston, Cambridge, England, CB22 3JR, UK
Business Hours: Mon - Fri, 9:00 - 17:00 (GMT)