RETURN AND COMPLAINT POLICY

PLANTMANIA — www.plant-mania.com

Last updated: 25.03.2026.

Note on plant identification

Plantmania strives to ensure that healthy plants and verified terrariums that have undergone an adaptation process with us arrive in your homes. Plants and terrariums are constantly changing, and if you follow the maintenance instructions, they will become a long-lasting decoration in your home. Plantmania cannot guarantee the lifespan of plants and terrariums as it depends on daily care. Plants are living organisms that are constantly changing, and it is normal for them to shed old leaves, for parts to die while new ones grow, and as such, they cannot be perfect.

All plants in our offer are delivered in the condition they are in at the time of sale, and many of them (especially flowering plants) may be in a non-flowering phase at the time of delivery. The type, name, and color of the plant are based solely on the declaration and labeling of the manufacturer/supplier that were available at the time of receipt of the goods. The seller cannot assume responsibility for possible differences in the final appearance of the plant that become visible only after flowering, provided that all information about the plant is stated in good faith and in accordance with the available data from the supplier.

We currently deliver to the Republic of Croatia and parts of the European Union via GLS courier services. Products that are perishable goods sent by courier service are packaged and secured for transport, but we cannot guarantee that they will arrive in perfect condition, and you assume responsibility for this. In case of damage to the box and/or the contents of the box, it is necessary to contact the selected courier service afterwards.

Nature of plants and acceptability of organism presence

The buyer understands and accepts that plants are living organisms grown in a rich natural substrate, and that other living organisms, including spiders, centipedes, earthworms, small worms, and other smaller organisms, including occasional specimens of pests, may be present with them. Such presence is not a basis for a complaint, except in the case of actual infestation. Isolated organisms in small numbers are not considered an infestation.

Plantmania assumes that all plants, upon receipt, are preventively cleaned, showered, treated against pests, and kept in quarantine for at least one week from delivery.

We are available to you at all times via email (info@plant-mania.com) and feel free to contact us with any questions.

1. Right to unilaterally terminate the contract (14 days)

In accordance with Article 86 of the Consumer Protection Act (NN 19/22, 59/23), the consumer does not have the right to unilaterally terminate a distance contract for goods that are perishable or whose shelf life expires quickly.

Therefore, the following products are not subject to the 14-day right of return:

• Live plants
• Plant arrangements
• Terrariums with plants
• Other live goods

Non-live products (soil, fertilizers, pots, accessories) are subject to the standard 14-day right of return, provided they are unopened and in their original packaging.

2. Complaint about damaged or incorrect goods

You have the right to complain if the product:

• Arrived visibly damaged
• Is defective or does not function as described
• Is incorrect (does not match the order)
• Arrived with a visible pest infestation

How to file a complaint

Send an email to info@plant-mania.com with:

• Order number
• Photos of the product and packaging
• A brief description of the problem

Upon an approved complaint, we will offer you a product replacement, a refund, or another form of compensation, depending on the circumstances. All return costs in case of defective or incorrect goods are borne by the seller.

In accordance with the above, products from our offer that include live plants, plant arrangements, terrariums with plants, and other live goods, are not subject to return or exchange based on the right to unilaterally terminate the contract within 14 days, except when the product: arrives damaged, has a material defect, or does not match the order.

In such cases, please contact us within 24 hours of receiving the shipment, with the order number, product photos, and a brief description of the problem. After reviewing the complaint, we will replace the product, issue a refund, or offer another form of compensation, depending on the specific case.

We reserve the right to refuse a complaint if we determine that the damage was caused by improper handling, inadequate storage after delivery, or lack of basic plant care.

3. When a complaint is not possible

We reserve the right to refuse a complaint if we determine that the damage was caused by:

• Improper handling after delivery
• Inadequate placement or exposure to extreme conditions
• Lack of basic plant care
• Natural plant changes (shedding old leaves, growth of new parts)
• Natural living organisms on the plant itself
• Minor leaf damage caused by transport (especially for velvety leaves or variegated plants)
• Presence of a small number of pests

Plants are living organisms that are constantly changing — normal biological changes are not considered a product defect.

4. Return procedure for non-live products

For non-perishable goods, the buyer has the right to withdraw from the contract within 14 days of receiving the goods, without stating a reason, in accordance with EU Directive 2011/83/EU and the Croatian Consumer Protection Act.

For non-live products (fertilizers, soil, pots, etc.) returned within the 14-day right of return:

• Notify us at info@plant-mania.com before sending the return
• The product must be unopened and in its original packaging
• Return shipping costs are borne by the buyer
• We will issue a refund within 14 days of receiving the returned goods

To exercise this right, the buyer must inform Plantmania of the decision to withdraw by sending a clear statement to info@plant-mania.com before the expiration of the 14-day period. The buyer must then return the goods within 14 days of notification. The buyer bears the costs of return delivery.

The right of withdrawal does not apply to: perishable goods (live plants, terrariums), goods made to the buyer's specifications, sealed goods that have been opened after delivery if they are unsuitable for return due to health or hygiene reasons.

Plantmania reserves the right to refuse a refund for non-perishable goods if they are not returned in the original condition in which they were sent, including, but not limited to: damage, leakage, visible signs of use, or changes in the appearance and functionality of the product after delivery.

5. Complaints and out-of-court dispute resolution

If you are not satisfied with our response to your complaint, you can contact:

Contact

© 2026 PLANTMANIA / VELES TRANSPORT D.O.O. — All rights reserved.