Refund Policy
"We appreciate your trust in purchasing our products. Since most of our products consist of live plants, we generally do not accept returns or refunds for live plants, except in specific situations such as shipping errors or damage caused by the courier. Additionally, please note that there may be some variation in size and foliage density of the plant received compared to the product image. This variation can be up to ±30% from the size shown in the picture."
01. Situations Eligible for Refund or Exchange
- check_circle Shipping errors (wrong product received)
- check_circle Damage due to courier negligence (e.g., broken shipping box, significantly crushed plant)
02. Situations Not Eligible
- cancel Damage caused by the buyer's mishandling or improper care after arrival.
- cancel Incorrect shipping address provided by the customer.
- cancel Recipient unreachable at the time of delivery after multiple attempts.
03. How to File a Complaint
Please contact us within 7 days of receiving your order. Provide a clear picture of the damaged product and the received packaging.
04. Returning the Product
Approved complaints often require the return of the product to our nursery for review. This allows our botanical experts to assess the plant's health and provide the best solution for you.
Why do damaged plants need to be returned?
"Based on our experience, 90% of damaged seedlings can still be treated. Returning the product also helps us identify issues and improve our shipping quality."
05. Refunds Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved Status
Your refund will be processed and applied to your original method of payment.
Delayed Refunds
- Check your bank account again.
- Contact your credit card company or bank.
- If still unresolved, contact Melur.com support.
06. Non-Living Products
For non-living products such as fertilizers, seeds, and gardening tools, the refund process is more flexible. In many cases, these items may not require a physical return if photographic evidence clearly shows the defect or damage.
Fertilizers and seeds may not require returns for approved claims.