At Twigarden, every plant and product is packed with care so it reaches you safe and happy. Since plants are living beings, they may sometimes show mild transit stress such as slight drooping, minor yellowing, or light soil disturbance. These natural variations do not affect plant health and usually settle once the plant adjusts to its new home.

Variations in size, color, shape, or texture are natural to all live plants and handcrafted products. The images on our website serve as a visual reference; the actual item may differ slightly based on growth and production variations.

We are grateful to you for choosing Twigarden and supporting mindful, responsible plant care.

🌱 Refund & Replacement Policy

(Mandatory Unboxing Video Required)

To claim a refund or replacement, customers must provide a clear, continuous unboxing video recorded while opening the package for the first time.

This video must clearly show:

• The sealed outer package

• The inner protective packaging

• The damaged product as received

Claims without an unboxing video cannot be processed.

1. Eligibility

🌿 For Plants (Live Products)

Refund or replacement is offered only for damaged plants reported within:

⏱ 48 hours of delivery

🪴 For Pots, Planters & Other Non-Plant Items

Refund or replacement is offered only if the product arrives damaged, reported within:

⏱ 7 days of delivery

⚠️ Not Eligible

• Claims without a valid unboxing video

• Minor transit stress in plants (drooping, a few yellow leaves, mild soil movement)

• Natural variations in plant appearance

• Issues reported after the allowed time window

• Requests for size, color, or aesthetic preference differences

• Items damaged due to mishandling after delivery

2. How to Request a Refund or Replacement

Please contact our support team within the applicable time window and share:

• Your order number

• A clear unboxing video showing the damage

• Images of the product and packaging (if needed)

• A brief description of the issue

📞 WhatsApp: 9008593111

📧 Email: support@twigarden.com

Our team will review the video and respond promptly.

3. Resolution Options

Once the claim is verified and approved:

• A free replacement will be shipped, or

• If the same product is unavailable, you may choose:

• A similar item of equal value

• A coupon code for future purchase

• A refund back to the original payment method

Refunds typically reflect within 3–5 business days, depending on your bank.

📦 Missing Items

If you believe an item is missing, please contact us within 24 hours of delivery with:

• The unboxing video

• Images of all received products

• Image of the outer box + shipping label

• Your order number

Sometimes orders may be shipped in multiple parcels to protect fragile items.

❌ Cancellation Policy

We do not accept order cancellations under any circumstances.

Every plant and product is prepared, curated, and packed specifically for your order. Once processed, it cannot be returned to inventory without compromising plant health and product hygiene.

We request you to review all product details carefully before placing your order.

Thank you for respecting our no-cancellation policy and supporting sustainable handling of live plants.

🤝 Customer Commitment

Twigarden is committed to fairness and transparency. These policies help us maintain quality, protect live plants from wastage, and ensure responsible handling throughout the supply chain.

If you ever need help, we’re always just a message away.

📞 WhatsApp: 9008593111

📧 support@twigarden.com

🌿 Twigarden Order Policy