Returns
If something isn't right, we'll make it right.
Refund policy at a glance
The Window
Plants within 24 hours of collection or delivery; pots, accessories and homeware within 14 days, unused and in original packaging.
The Exceptions
After 24 hours, no returns, exchanges, refunds or credits are accepted for plants. Seeds and bulbs cannot be refunded once opened.
Plant returns policy
Plants may only be returned within 24 hours of collection or delivery.
Plants are living products that require ongoing care and are affected by environmental conditions beyond our control. Once a plant leaves our garden centre, we cannot monitor how it is watered, planted, transported, exposed to sunlight, protected from frost, or otherwise cared for. For this reason, plants may only be returned within 24 hours of collection or delivery. After this period, we are unfortunately unable to accept returns, exchanges, refunds, or credits on plants.
To report a plant issue, email hello@groen.co.za or WhatsApp us within 24 hours with your order number and clear photos.
Returns
Not quite right? We'll fix it.
Plants within 24 hours of collection or delivery. Pots, accessories and homeware within 14 days, unused and in original packaging. Contact us within your window and we'll arrange a replacement, store credit or refund.
- 01
Contact us within your return window
Get in touch within 24 hours for plants, or 14 days for pots, accessories and homeware. Email hello@groen.co.za or WhatsApp +27 81 002 5555 with your order number and a photo of the item. We respond within one business day.
- 02
We assess the issue
For plants, we check condition on arrival. For pots, accessories and homeware, we look for manufacturing faults or damage in transit.
- 03
Arrange a return or replacement
Choose a replacement, store credit or refund. Faulty or damaged items are collected at our cost. Change-of-mind returns may carry a return fee.
Returns at a glance
- —Plants: Returns accepted only within 24 hours of collection or delivery.
- —Damaged or faulty plants: Report within 24 hours for a full refund, replacement or store credit.
- —Pots, accessories & homeware: Returns accepted within 14 days if unused, in original packaging.
- —Change of mind: Store credit or refund minus return fee if resalable (non-plant items only).
- —After 24 hours: No returns, exchanges, refunds or credits are accepted on plants.
Refund options
Original payment or store credit?
Choose a refund to your original payment method or store credit, depending on the situation.
Refund to original payment method
Default for faulty or damaged items. The money goes back to the payment method used at checkout. Processing takes 5–10 business days, plus bank clearing time.
Store credit
Choose credit for any approved return. Held against your Groen account and applied at checkout — store credit is not a gift card.
When each applies
- —Faulty or damaged items: Full refund, replacement, or store credit — your choice.
- —Change of mind: Refund or store credit, minus any return fee if resalable.
- —Closed payment method: Store credit is usually the safest option.
- —Gifts: Store credit can be issued to the recipient.
Quick answers
Returns FAQ
Once we receive your return, our team inspects it within 1–2 business days. We'll email you with the outcome and confirm the refund amount before processing it.
Damaged or faulty items receive a full refund, replacement or store credit. Change-of-mind returns may receive a partial refund if the item shows signs of use, missing packaging, or wear. We'll always confirm the exact amount before issuing it.
Approved refunds are processed within 5–10 business days, and banks or card providers may take a little longer to reflect the credit. If you still haven't seen it, contact your bank first, then reach out to us with your return reference.
Yes. You can choose store credit for any approved return. Store credit is held against your Groen account and applied at checkout — it is not a gift card. Any expiry rules that apply are shown with your credit at checkout.
This depends on your return record. Most refunds go back to the original payment method used at checkout. If your return was approved for store credit, the credit is applied to your Groen account instead. Check the tracker above to see exactly how your refund will be issued.
Groen personally delivers using our own fleet within approximately 200 km of Paarl. Most orders arrive within 2–5 working days; outlying towns along our routes take 2–7 working days. Visit our Delivery & Collection page for full details.
Same-day delivery is not standard, but urgent local requests can sometimes be arranged. Call or WhatsApp us and we'll do our best.
Take a photo within 24 hours of delivery or collection and send it to hello@groen.co.za with your order number. We'll arrange a replacement, refund or store credit. After 24 hours, we're unfortunately unable to accept returns or refunds on plants.
Yes — unused items in original packaging can be returned within 14 days. Change-of-mind returns may carry a return fee.
Once your personal delivery is scheduled, we'll confirm the date and time with you directly. You can also view your order status on the Track order page.
Return support
Need help with a refund or return?
Our team can walk you through the process or check your refund status. We reply within one business day.
Email: hello@groen.co.za
WhatsApp / phone: +27 81 002 5555