Last updated: 1 July 2026
This policy explains your rights and our process if something goes wrong with your order, and it works alongside our Terms and Conditions.
1. Plants that arrive dead, damaged, or diseased
We take great care in packaging our plants, but we understand that transit can sometimes cause problems. Please note that all plants are shipped bare-rooted and carefully inspected prior to dispatch to ensure they are free of root rot and disease. If your plant arrives dead, severely damaged, or visibly diseased:
- Contact us within 48 hours of delivery at annetjie@bakgatplante.co.za, including your Order ID and clear photos of the plant and its packaging.
- Once we have reviewed your claim, we will offer you either a replacement (subject to stock availability) or a full refund, including original delivery costs.
- This does not apply to minor cosmetic issues such as a few dropped petals, slight wilting from transit, or natural variation in appearance — these are normal for live plants and not considered damage.
2. Wrong item or item not as described
If we have sent you the wrong product, or it materially differs from its description on the Website (excluding the natural variation described in our Terms), please contact us within 7 days of delivery. We will arrange a replacement, exchange, or refund at no cost to you, in line with your rights under the Consumer Protection Act 68 of 2008.
3. Change of mind
Because our Products are living plants that are perishable and deteriorate or change rapidly once removed from our care, they are excluded from the standard 7-day “cooling-off” right under section 44(2) of the Electronic Communications and Transactions Act 25 of 2002. This means we are unable to accept change-of-mind returns on live plants.
4. Local pick-up orders
Please inspect your plant(s) carefully before leaving our premises at collection. Once you have accepted your order at pick-up, we are unable to offer a refund for issues that could reasonably have been identified at that time — except where a problem only becomes apparent after you have left (for example, a hidden pest or disease), in which case section 1 above still applies.
5. How refunds are processed
- Approved refunds will be paid back to the original payment method used for the order (for example, the bank account from which an EFT was made).
- We aim to process approved refunds within 7 business days of approving your claim.
- We are not able to refund any direct return shipping costs you incur, except where the return is due to our error (wrong item) or a fault covered under sections 1 or 2 above.
6. How to request a return or refund
To start a return or refund request, please email us at annetjie@bakgatplante.co.za with:
- Your Order ID
- The product(s) concerned
- A short description of the issue
- Clear photos, where relevant (especially for damaged or dead-on-arrival plants)
We will respond within 3 business days.
7. Items that cannot be returned
- Live plants, except where covered under sections 1 or 2 above
- Any sale/clearance items, if applicable
8. Your statutory rights
This policy does not affect any rights you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002, which apply regardless of what this policy says.
9. Contact us
Questions about a return or refund? Email us at annetjie@bakgatplante.co.za