Return Policy

Effective date and scope. This Return Policy (“Policy”) describes the terms and conditions under which Quunthalkhel (“we,” “us,” or “our”) accepts returns, exchanges, and refunds for indoor plants and related products and services. This Policy applies to purchases made through our website (quunthalkhel.world), through our plant subscription service, and at our physical store located at 289 Grand St, New York, NY 10002, United States. Please read this Policy carefully before making a purchase. By placing an order or subscribing to our service, you acknowledge that you have read and agree to this Policy. We reserve the right to modify this Policy at any time; the version in effect at the time of your purchase applies to that purchase.

General Policy

Indoor plants are living products. Their condition can change after they leave our care due to factors such as environment (light, temperature, humidity), handling during delivery, watering, and other care practices. We stand behind the quality of the plants we select, pack, and ship or deliver. If your plant arrives damaged, unhealthy, or not as described, we will work with you in good faith to resolve the issue through a replacement, partial refund, or full refund as appropriate and in accordance with the terms set out below. Our goal is to ensure that you are satisfied with your purchase and that any legitimate quality or delivery issue is addressed fairly and promptly.

This Policy is in addition to your statutory rights under applicable consumer protection laws. Nothing in this Policy is intended to limit or exclude any rights you may have under such laws. If you believe you are entitled to a remedy under law that is not described here, you may contact us to discuss your situation.

Eligibility for Return, Replacement, or Refund

To be eligible for a return, replacement, or refund, you must contact us within a reasonable time after delivery. For damaged, defective, or incorrect items, we generally require that you notify us within seven (7) days of the delivery date. In some cases we may accept notifications received later if the issue could not reasonably have been discovered sooner (e.g., a problem that becomes apparent after the plant has been in your care for a short period). You may be asked to provide your order number (or subscription details), the date of delivery, a clear description of the issue, and photographs of the plant and its packaging so that we can assess the situation and determine the appropriate remedy.

We reserve the right to refuse a return, replacement, or refund if: (i) the plant has been neglected, misused, or damaged due to conditions or care practices after delivery (e.g., prolonged lack of water, exposure to extreme temperatures, improper repotting, or pest infestation that occurred after delivery); (ii) the damage or issue is due to normal wear, natural decline, or factors outside our control; (iii) you have not provided sufficient information or evidence for us to evaluate the claim; or (iv) the request is made in bad faith or is fraudulent. Returns or refunds requested solely for change of mind may be considered on a case-by-case basis for unused, non-living accessories only (e.g., pots, tools, or decorative items that are still in resalable condition). Live plants are generally not returnable once they have been delivered and accepted by you or by someone at your delivery address, unless they are defective, not as described, or were damaged in transit or upon delivery as determined by us.

Damaged or Incorrect Delivery

If your plant arrives damaged—for example, with broken stems, severely wilted or dead foliage, crushed or cracked pots, or other visible damage that indicates a problem during growing, packing, or shipping—or if you received the wrong plant, wrong quantity, or wrong variety, please contact us as soon as possible. Provide your order number (if applicable), the date of delivery, a brief description of the issue, and, where possible, clear photographs showing the plant and its packaging. We will review your claim and, where we determine that the damage or error occurred on our side or during delivery, we will offer a remedy such as: (i) a replacement plant (or correct plant) sent at no extra cost to you; (ii) a full or partial refund to your original payment method; or (iii) store credit or a discount on a future order, as we may offer at our discretion. We may ask you to retain the plant and packaging until we have completed our assessment. In cases of clear shipping or fulfillment error, we will not require you to ship the plant back unless we specifically request it for quality assurance or other internal purposes; if we do request a return, we will provide instructions and, where the return is due to our error, we will cover the cost of return shipping.

Plant Subscription

If you receive a plant as part of our plant subscription service and it arrives damaged or is not as described, the same eligibility criteria and process described above apply. Contact us within seven (7) days of delivery (or as soon as reasonably possible) with your subscription details, delivery date, description of the issue, and photographs. We will evaluate the claim and, where appropriate, offer a replacement plant in a subsequent shipment, a refund for that delivery, or another remedy as we deem fair. You may cancel your subscription at any time in accordance with the cancellation terms communicated to you at sign-up (e.g., by contacting us by email or phone before the next billing or delivery date). Cancellation will stop future deliveries and charges; it does not automatically entitle you to a refund for past deliveries unless there was a defect or error on our part for a specific delivery. Subscription fees already paid for deliveries not yet made may be refunded or prorated in accordance with the terms you agreed to at enrollment.

Refund Process

Approved refunds will be processed to the original payment method used for the purchase (e.g., the same credit or debit card, or the same payment account). Refunds may take several business days to appear on your statement depending on your bank or card issuer; typically this is within five (5) to ten (10) business days, but it can take longer in some cases. We will notify you by email (or other contact method you provided) once the refund has been initiated. If we offer a replacement and you accept, we will ship the replacement plant as soon as reasonably possible, subject to our current availability and delivery schedule; delivery times will depend on your location and our shipping calendar. If a replacement is not available (e.g., due to seasonal or supply constraints), we may offer a refund or an alternative product of equivalent value at our discretion. We do not offer refunds in cash at our physical store for online or subscription purchases; all refunds for such purchases will be made to the original payment method.

Exchanges

We do not offer direct, like-for-like exchanges of one plant for another after delivery. Live plants cannot be restocked in the same way as non-living goods, and we are unable to accept returned plants for resale once they have left our care. If you would prefer a different plant due to a mistake on our part (e.g., wrong variety sent) or due to severe quality issues, we may, at our discretion, offer: (i) a replacement with a different variety of equivalent or similar value; or (ii) a full or partial refund so that you can place a new order for the plant you want. Any such arrangement will be communicated to you when we respond to your claim. For non-living products (e.g., pots, tools), we may offer an exchange for a different size, color, or product where inventory allows; contact us to inquire.

Non-Returnable and Special-Order Items

Live plants that have been in your care for an extended period and have declined or died due to environmental factors, care practices, or other conditions after delivery are generally not returnable and are not eligible for a refund. We are not responsible for the ongoing health of plants once they have been delivered and accepted. Custom or special-order plants (e.g., a specific variety or size ordered by request) may be subject to different return terms, which we will communicate at the time of order; in some cases custom orders may be non-refundable. Gift cards, subscription vouchers, or promotional credits, once purchased or activated, may not be refunded except where required by applicable law (e.g., in certain jurisdictions where gift card refunds are mandated). Perishable or seasonal items that have passed their usable or saleable period may also be non-returnable.

Shipping and Handling Costs

If a return or replacement is approved due to our error, a defective product, or damage or loss in transit for which we or our carrier are responsible, we will cover the cost of return shipping (if we require the product to be returned) or the cost of sending a replacement, as applicable. You will not be charged again for the replacement shipment. If you are requesting a return or refund for change of mind or for reasons that we determine are not attributable to us (e.g., you no longer want the plant after it has been delivered in good condition), you may be responsible for the cost of return shipping, and we may deduct that cost from any refund we issue. We will clarify any shipping costs before processing your return or refund. For in-store purchases, returns of non-living items (if accepted) must generally be made in person at our store at 289 Grand St, New York, NY 10002; we do not reimburse travel or other costs associated with returning an item to the store.

Condition of Returned Items (Where Return Is Required)

If we request that you return a product (e.g., a non-living item or, in rare cases, a plant for quality review), you must return it in the condition in which you received it, or in accordance with any instructions we provide. Items that are damaged, altered, or used beyond what is necessary for a reasonable inspection may not be eligible for a full refund, and we may deduct an amount to reflect the reduced value. For live plants that we ask you to return, we understand that they may have deteriorated; we will not penalize you for normal decline during the return process if the return is due to our error or a defect we are investigating.

Timeframe for Resolution

We aim to respond to return and refund requests as quickly as possible, typically within two (2) to five (5) business days of receiving your message and any required information or photographs. Resolution (e.g., issuance of a refund or shipment of a replacement) will be completed as soon as reasonably practicable after we have approved your claim. Delays may occur due to high volume, holidays, or the need for additional information. If we need more time or information, we will let you know. If you have not received a response within a reasonable time, please follow up with us by email or phone to ensure your request was received.

Disputes and Chargebacks

If you are not satisfied with our response to your return or refund request, please contact us again so we can try to resolve the matter. We are committed to handling disputes fairly. If you dispute the charge with your bank or card issuer (e.g., by filing a chargeback) before giving us a reasonable opportunity to resolve the issue, we may provide the card issuer with evidence of our Policy, your order, and our communications. Chargebacks may result in the suspension of your ability to place future orders or use our subscription service until the dispute is resolved. We encourage you to work with us directly first.

Contact Us for Returns and Refunds

To request a return, replacement, or refund, or if you have any questions about this Policy, please contact us:

Quunthalkhel
289 Grand St, New York, NY 10002, United States
Phone: +16466495088
Email: notifyuse@quunthalkhel.world

Please include your order number (if applicable), the date of delivery, a brief description of the issue, and, where relevant, clear photographs of the plant and packaging. We will respond as quickly as possible and work with you to find a fair solution in accordance with this Policy and applicable law.