Refund Policy

RETURNS & REFUNDS

The rules regarding returns of living plants are governed by the European Union’s Consumer Rights Directive, which has been transposed into national law. Living plants are one of the exceptions from accepted returns, as they are considered products that are likely to deteriorate rapidly during another shipping. Due to this, we do not accept returns. We take great care in packing your succulents to ensure that they arrive in excellent condition and they don’t move within the box so no bruises will happen.

We strive to deliver you the best succulents in quality and value, if for any reason you are not satisfied with your order we are happy to issue you a full refund of your purchase under the following conditions:

you received the wrong plant
the plant arrived dead or with issues that affect its life irrevocably (e.g. fungus, total damage due to transit)
the succulents have insects (e.g. mealies)

Request your refund within a reasonable timeframe of 72 hours after receiving the package and provide evidence of the damage or fault.

After the expiration of the 72-hour period, we regret to inform you that we will not be able to provide refunds. It is important to promptly contact us within the specified timeframe if you wish to apply for a refund. We kindly ask customers to thoroughly inspect their order upon receipt and promptly notify us of any concerns or issues.

Evidence of the Damage/Fault

In the rare event your order arrives damaged please contact us in maximum 72hrs from receiving the package with clear photos of:

the damaged box (2-3 pictures that shows the damage of the box)
photo of the damaged succulents
a detailed explanation on what happened.
your order number

If these 4 conditions are met, a refund will be issued for the damaged plants only, not for the shipping costs (unless everything in your order is 100% damaged). By damages we mean clear photos of the hit/damaged succulents, not a few fallen leaves due to shipment maneuver.

Unless you are able to provide clear photos of the damaged box (where your awb/tracking info can be seen so the package can be identified), and clear photos of your damaged succulents, we reserve the right to deny your refund request on no evidence basis.

If 72 hours (3 days) have passed since you received your order and you have not contacted us to request a refund, regrettably, we cannot offer a refund.

Request your refund & send your evidence by emailing support@succublast.com. We will get back to you in maximum, 1-2 working days. If we find you are eligible for a full refund or a partial refund, the refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.

LATE OR MISSING REFUNDS

Please understand that we issue refunds as soon as your refund request is approved – that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us by emailing support@succublast.com.

How long does delivery take?

We aim to process and dispatch all orders within 1-2 business days. The estimated delivery time varies, ranging from 1 to 10 days, depending on the shipping method you select. If your order hasn’t arrived in the estimated delivery times, please contact our support team at support@succublast.com.(This policy does not cover errors in shipping details provided by customers or instances of missed parcel deliveries.)

Do you provide a tracking number?

Absolutely! We utilize door-to-door courier services for all deliveries, ensuring that each package is tracked until it reaches its destination. As soon as your order is processed and tracking information becomes available, we will promptly email you the tracking number.

I have entered the wrong shipping address, can I change it?

If you encounter this situation, please reach out to us promptly via email. While we will make every effort to assist, we cannot guarantee a resolution because our standard procedure involves immediate processing and shipping of orders, often within the same day or a few days after placement. Once your order is in the shipping process, it’s hard to stop.

It’s important to note that we cannot assume responsibility for incomplete or inaccurate shipping addresses. Our system operates automatically, adhering to the information provided during the ordering process.

Can I cancel my order after it has been placed?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. Should you decide to cancel your order prior to processing and shipment, a 10% cancellation fee will be applied. This fee helps cover restocking expenses and the fees incurred by us for credit card refund transactions.