Order Cancellations

We understand that circumstances may change after an order has been placed.

Orders may be cancelled within 48 hours of placing your order, provided that the order has not yet been prepared for dispatch or collected by our courier partner.

To request a cancellation, please contact us as soon as possible via email at panafrricanplants@gmail.com or through our official customer support channels.

Where a cancellation request is approved before dispatch:

• A 10% administration and payment processing fee may be deducted from your refund to cover non-refundable transaction costs and administrative expenses incurred in processing your order.
• The remaining balance will be refunded using the original payment method where reasonably possible.

Once an order has been packed for dispatch or collected by the courier, it can no longer be cancelled. In such cases, any request will be handled in accordance with our Returns & Refunds Policy.

Returns & Refunds

We want every customer to be satisfied with their purchase.

If you believe your order has arrived damaged, incorrect, or contains a defective product, please notify us within 48 hours of receiving your order by emailing panafricanplants@gmail.com

To assist us in assessing your request, please include:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging (where applicable)

Failure to report damage within the stated period may affect our ability to investigate the claim with our courier partners.

Return Eligibility

To qualify for a return, products must:

• Be returned within the approved return period.
• Be in substantially the same condition in which they were received.
• Include all original packaging where reasonably possible.
• Be securely packaged to minimise damage during return transport.

Returns sent without prior approval from Pan African Plants will not be accepted.

Live Plants

As our products are living plants, natural variations should be expected.

Minor differences in:

• Colour
• Height
• Leaf size
• Growth stage
• Seasonal appearance
• Soil movement during transport

do not constitute defects and are not grounds for a refund or replacement.

Plants may experience minor transplant or transport stress during shipping. This is a normal characteristic of live plant deliveries and usually resolves after watering and a short acclimatisation period.

Customer-Initiated Returns

If you simply change your mind or no longer wish to keep your order after it has been delivered, you may request a return, subject to approval.

Where a return is accepted under these circumstances:

• The customer is responsible for all return courier costs.
• Returned products must arrive in saleable condition.
• A 10% administration and payment processing fee may be deducted from the refund amount.

Original delivery charges are generally non-refundable unless required by applicable law.

Damaged, Incorrect or Defective Orders

If your order:

• Arrives damaged;
• Contains the incorrect product; or
• Contains a product that is materially defective,

please notify us within 48 hours of delivery.

Once your claim has been reviewed and approved, we may, at our discretion:

• Replace the product;
• Arrange collection and replacement;
• Issue store credit; or
• Provide a full or partial refund, depending on the circumstances and applicable consumer protection laws.

Where the issue is confirmed to be our responsibility, Pan African Plants will arrange or cover the reasonable courier costs associated with the approved return.

Refund Processing

Approved refunds will be processed using the original payment method wherever reasonably possible.

Refund processing times may vary depending on your financial institution or payment provider but are generally completed within 5–10 business days after approval.

Non-Returnable Items

Unless required by applicable law, we cannot accept returns for:

• Products that have been planted or used.
• Products damaged after delivery due to improper care or handling.
• Products returned without prior authorisation.
• Products that are not in substantially the same condition as when delivered.
• Gift cards, vouchers, or promotional items where specified.

How to Request a Return

To request a return or report an issue, please contact:

Pan African Plants

Email: panafricanplants@gmail.com

Please include your order number and photographs of the product where applicable.

Return instructions will be provided once your request has been reviewed. Products returned without prior authorisation may be refused.