Order Cancellations

Orders may only be cancelled within 48 hours of placing your order. If you would like to cancel an order, please contact us immediately via WhatsApp or email.

All cancellations will incur a 10% fee to cover payment gateway charges and administration costs. This applies regardless of when the cancellation request is made, as stock is reserved and allocated to your order at the time of purchase.

Once an order has been booked with the couriers, it can no longer be cancelled and will instead need to be processed as a return. The customer will be responsible for all courier costs involved in returning the order.

Returns & Refunds

To be eligible for a return, your item must be in the same condition you received it. Returns or exchanges must be requested within 48 hours of receiving your order. After this period, no returns, refunds, or exchanges will be accepted. Plants and plant accessories must be carefully repackaged in their original packaging to ensure safe transport with the courier. Please include your order or invoice number when requesting a return.

Customers are responsible for covering all courier costs involved in a return. Botanical Heaven will only cover courier fees if the parcel arrives damaged or if the product is not up to standard. If the product matches the description on the website and is in perfect condition, but a return is requested, the customer will be responsible for all courier fees as nothing was wrong with the product.

If a refund is requested for a plant or product where there was no fault or damage, a 10% processing fee will be deducted. This fee covers the non-refundable payment gateway costs charged on the original transaction

Depending on the nature of the situation, we will review your request and provide a fair and suitable solution, which may include a refund, replacement, or store credit.

To start a return, please contact us at admin@botanicalheaven.co.za. Returns must be sent to: Unit 8 Aquaplan Business Park, 120 Malan Road, Pomona, Kempton Park, GP, 1619, South Africa

If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 10 business days have passed since we’ve approved your return, please contact us at admin@botanicalheaven.co.za