Refund Policy

Every vendor on Lushstem sets their own return and refund policy. Before purchasing, check the vendor's store page or ask directly on WhatsApp about their policy.

We require all vendors to disclose their return policy. If a vendor does not have a stated policy, contact them before purchase.

While policies vary by vendor, the following situations generally qualify for a return or refund:

• Plant arrived visibly dead or severely damaged during transit
• Plant received is significantly different from the listing (wrong species, colour, or size)
• Order never arrived within the agreed delivery window

The following situations are generally not eligible for refunds:

• Plant declined in health after delivery due to buyer care
• Minor cosmetic differences (e.g., slightly different leaf count or colouring within natural variation)
• Buyer changed their mind after delivery
• Buyer failed to follow care instructions provided by vendor

1. Contact the vendor directly via WhatsApp within 48 hours of delivery
2. Send photos or a short video clearly showing the issue
3. Allow the vendor 48 hours to respond and resolve
4. If unresolved, contact Lushstem at disputes@lushstem.com with your order details and photo evidence

If you and a vendor cannot agree on a resolution, Lushstem will review the case as a neutral mediator. We may:

• Facilitate a replacement from the same vendor
• Request the vendor to issue a partial or full refund
• In repeated cases, suspend or remove the vendor from the platform

Lushstem's mediation decision is final. We cannot legally compel vendors to issue refunds, but non-compliance results in suspension from the platform.

Vendor subscription fees are non-refundable once the billing period has started. Listing boost fees are non-refundable once the boost is active.

If a technical error on our part caused a double charge, contact us within 7 days and we will issue a full credit.

For disputes: disputes@lushstem.com

For general enquiries: Contact Us