Returns and Cancellations
Withdrawal period
In accordance with Royal Legislative Decree 1/2007, you have a period of 14 calendar days from receipt of the order to exercise the right of withdrawal without needing to give a reason.
How to request a return
- Send an email to info@succulentae.com stating the order number and reason for the return.
- You will receive detailed shipping instructions.
- Pack the product in its original packaging, ensuring it is protected during transit.
- Once we receive the product and check its condition, we will process the refund within a maximum of 14 days.
Condition of the product
The product must be returned in perfect condition, in its original packaging. Live plants that have been repotted, handled or damaged for reasons unrelated to transit are not entitled to withdrawal.
Return costs
The direct costs of return are borne by the customer, unless the product is defective or there has been an error on our part.
Refund
The refund will be made using the same payment method used for the original purchase. Maximum period: 14 days from receipt of the product at our premises.
Damage during transit
If the product has been damaged during shipping, contact us within 48 hours of receipt, attaching photographs. We will arrange a replacement or a full refund at no cost to you.
Excluded products
In accordance with the law, the right of withdrawal does not apply to:
- Personalised or made-to-order products.
- Live plants that have been repotted or handled after receipt.
- Products damaged for reasons unrelated to transit.
Additional information — ODR platform
EU Regulation No 524/2013 on online dispute resolution for consumer disputes seeks to establish an independent, impartial, transparent, effective, quick and fair procedure to resolve disputes arising from international online sales between EU countries. You can access the platform at: ec.europa.eu/consumers/odr.