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Return and Refund Policy

We offer a 14-day right of withdrawal after receiving the goods, provided that the goods are returned in their unused original packaging and the value of the goods is not reduced. If the item is damaged or impaired and this is due to inadequate or poor packaging, you will lose your right of withdrawal.

In the case of most long-lived products, such as ceramic flowerpots, a return label is sent with the package or can be requested from customer service within 14 days of receiving the product. There is also a return form specifying which products the customer wishes to return that must be filled out correctly. You will be responsible for paying the costs associated with returning non-returnable goods, these will be specified on product pages other that plants. (Plants are in general non-refundable, (see text below).

Please note that plants are perishable and cannot be returned as they are considered short-lived products that may not withstand being transported back without special packaging and shipping methods. Money back on plants is not guaranteed and a refund is subject to agreement with House of Botanique. The agreement is subject to pictures provided by the customer within 24 hours from shipment delivery of the damaged plants and evaluation of the case. In general, plants are considered non-refundable. If you wish to withdraw your purchase of a plant, you must contact our customer service on info@houseofbotanique.com the same day as the delivery takes place. You bear the costs associated with returning the plants and it is your responsibility to return the plants safely, so that they are not damaged. However, we strongly advise customers to consider this before purchase do to the type of goods.

When returning the goods, you are responsible for the goods until we receive them.

If you refuse to accept the package or cancel the order after it has been shipped, we reserve the right to deduct the delivery costs when refunding the money, as this is considered a return of the order.

If your complaint is approved, the amount will be refunded, minus any deterioration fees, to the card you paid with or to your bank account. If the order was paid with a gift card, the amount will be refunded to the gift card.

Information on complaint options

In the very unlikely case a solution to a complaint is not agreeable from both parts. A complaint about a product or service can be submitted to the Center for Complaint Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg. You can file a complaint with the Center for Complaint Resolution through the Complaint Portal for Nævnenes Hus. https://naevneneshus.dk/

The EU Commission’s online complaint portal can also be used to submit a complaint. This is especially relevant if you are a consumer with a residence in another EU country than Denmark. The complaint can be filed here – http://ec.europa.eu/odr.   

When submitting a complaint, you must provide our email address info@houseofbotanique.com

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