Cancellation & Refund Policy

1. Order Cancellation

Customers may request cancellation of an order by contacting Lilly Nursery Garden as soon as possible after placing the order.

Cancellation requests received before the order is prepared or dispatched may generally be considered for cancellation.

Once an order has been dispatched, cancellation may not be possible.

2. Eligible Refund Situations

A refund or replacement may be considered in situations such as:

• An order is cancelled and cancellation is accepted before dispatch
• A product is unavailable after the order has been successfully placed
• The wrong product was supplied by Lilly Nursery Garden
• A product arrives significantly damaged
• Another issue is confirmed by Lilly Nursery Garden after review

3. Live Plants and Natural Variation

Plants are living products and their appearance can naturally vary.

Differences in height, leaf size, leaf colour, branching, flower count, shape and overall appearance may occur between plants.

Minor leaf movement, temporary drooping or small amounts of soil movement caused during transportation do not automatically qualify for a refund or replacement.

4. Damaged Plants on Delivery

If a plant arrives significantly damaged, please contact us as soon as possible after delivery.

To help us review the issue, you may be asked to provide:

• Order number
• Photographs of the plant
• Photographs of the packaging
• A description of the issue
• Other information reasonably required to investigate the claim

5. Wrong Product Received

If you receive a product different from the product ordered, please contact us as soon as possible.

After reviewing the order and the supplied product, we may offer an appropriate solution, which may include replacement or refund, depending on the circumstances.

6. Replacement of Plants

Where a plant is confirmed to have been significantly damaged or incorrectly supplied, Lilly Nursery Garden may offer a replacement where the same product is available.

If the same product is unavailable, an alternative resolution may be offered, subject to the circumstances of the order.

7. Refund Method

Where a refund is approved for an online payment, the refund will normally be processed through the applicable payment method or payment service provider.

For payments processed through Razorpay, applicable refunds may be processed through the payment system used for the original transaction.

8. Refund Processing Time

Once a refund has been approved, we will initiate the applicable refund process within a reasonable period.

The time taken for the refunded amount to appear in the customer's account may depend on the payment provider, bank or card issuer.

9. Non-Returnable or Non-Refundable Situations

A refund or replacement may not be available in circumstances including:

• Change of mind after the plant has been dispatched
• Damage caused after successful delivery due to improper handling
• Damage caused by unsuitable watering, sunlight or environmental conditions
• Failure to follow reasonable plant-care instructions
• Incorrect delivery information supplied by the customer
• Customer refusal or failure to receive the order
• Normal natural variation in live plants
• Minor transportation effects that do not substantially affect the plant

10. Incorrect Delivery Address

Customers are responsible for providing a complete and accurate delivery address and contact number.

If an order cannot be delivered because of incorrect information supplied by the customer, additional delivery or re-delivery charges may apply where re-delivery is possible.

11. Unsuccessful Delivery

If the customer is unavailable to receive the order, we may attempt to contact the customer to arrange another delivery attempt.

If the order cannot be delivered after reasonable attempts, the order may be returned or cancelled depending on the circumstances.

Any applicable re-delivery or return charges may be deducted from the refundable amount where permitted.

12. Refund for Unavailable Products

Occasionally, a product may become unavailable between order placement and preparation due to nursery stock changes.

If we cannot fulfil an order, we may contact the customer regarding an alternative product or process an applicable refund.

13. Promotional and Combo Offers

Products purchased as part of promotional, anniversary or combo offers may be subject to specific cancellation or refund conditions.

Where only part of a promotional combination is returned or cancelled, the applicable refund may be calculated based on the promotional terms and the value of the individual items.

14. How to Request a Refund or Replacement

To request a cancellation, refund or replacement, please contact Lilly Nursery Garden with:

• Customer name
• Order number
• Registered mobile number
• Reason for the request
• Photographs or other evidence where applicable

We will review the request and contact you regarding the available resolution.

15. Shipping Charges

Shipping or delivery charges may not be refundable in every situation, particularly where an order has already been dispatched or delivery has been attempted.

The treatment of shipping charges will depend on the reason for cancellation, return or refund and the circumstances of the order.

16. Fraudulent or Abusive Claims

We reserve the right to investigate refund or replacement requests where there is a reasonable concern regarding misuse, fraudulent activity or repeated abusive claims.

Appropriate action may be taken in accordance with applicable law.

17. Changes to This Policy

Lilly Nursery Garden may update this Cancellation & Refund Policy from time to time to reflect changes to our products, services, payment systems or applicable legal requirements.

Any updated version will be published on this page with a revised "Last Updated" date.

18. Contact Us

If you have questions about cancellation, refunds, replacements or an existing order, please contact us.