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At Safetruepremium, we are committed to providing you with healthy, high-quality indoor plants. We take great care in selecting, nurturing, and packaging our plants to ensure they arrive at your door in excellent condition. However, we understand that sometimes issues may arise, and we are here to help.
This Return Policy outlines the terms and conditions for returning products purchased from our website. Please read this policy carefully before making a purchase. By placing an order with us, you agree to the terms of this Return Policy.
Due to the living nature of our products, returns are handled on a case-by-case basis. We want to ensure that you are completely satisfied with your purchase while also maintaining the health and quality of our plants.
If your plant arrives damaged, diseased, or in poor condition, please contact us within 48 hours of delivery. We will require photographic evidence of the plant's condition upon arrival. Photos should clearly show the plant, packaging, and any visible damage or issues.
Upon verification of the damage or defect, we will offer one of the following solutions at our discretion:
If you receive an incorrect plant or product, please contact us within 48 hours of delivery with photos of the item received. We will arrange for the correct item to be sent to you at no additional cost, or provide a full refund if the correct item is not available.
We understand that sometimes you may change your mind about a purchase. If you wish to return a plant for reasons other than damage or defect, please contact us within 14 days of receiving your order. The plant must be in its original condition, and you will be responsible for return shipping costs.
Please note that we reserve the right to refuse returns of plants that show signs of neglect, improper care, or damage that occurred after delivery. Returns for change of mind are subject to approval and may not be accepted for all products.
Before returning any product, you must contact us to obtain a Return Authorization. Returns sent without prior authorization may not be accepted. To initiate a return, please contact us with the following information:
Once we receive your return request, we will review the information and photos provided. If your return is approved, we will issue a Return Authorization number and provide instructions for returning the product. Please include the Return Authorization number on the outside of the return package.
If you are returning a plant, please package it carefully to prevent damage during transit. Use the original packaging if possible, or similar protective materials. We recommend using a sturdy box with adequate cushioning to protect the plant. We are not responsible for plants damaged during return shipping due to inadequate packaging.
For damaged or defective plants, we will provide a prepaid return shipping label. For returns due to change of mind or other non-defect reasons, you are responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot be held responsible for returns that are lost in transit.
Once we receive and inspect your returned product, we will send you an email notification confirming receipt. We will then process your refund if approved. Refunds will be issued to the original payment method used for the purchase.
Please allow 5-10 business days for the refund to appear in your account after we have processed it. The exact timing depends on your payment provider's processing times.
In some cases, we may offer a partial refund as an alternative to a full return. This may be appropriate when a plant has minor cosmetic issues that do not affect its overall health or when you prefer to keep the plant despite minor imperfections. Partial refunds are offered at our discretion.
Refunds do not include original shipping charges unless the return is due to our error or a defective product. If you received free shipping on your original order, the actual shipping cost will be deducted from your refund.
If you would like to exchange a product for a different variety or size, please contact us to discuss availability. Exchanges are subject to product availability and approval. If the replacement product has a different price, you will be charged or refunded the difference.
For exchanges due to damaged or defective products, we will cover the shipping costs for the replacement. For exchanges due to change of mind, you will be responsible for return shipping costs and may be charged for shipping the replacement product.
Certain items are not eligible for return or refund:
We stand behind the quality of our plants. If your plant fails to thrive within 30 days of delivery despite following our care instructions, please contact us. We will work with you to troubleshoot the issue and may offer a replacement or refund at our discretion.
To qualify for our plant care guarantee, you must:
This guarantee does not cover plants that have been subjected to extreme temperatures, overwatering, underwatering, pest infestations, or other conditions beyond our control.
We take great care in packaging our plants to ensure safe delivery. However, damage can sometimes occur during shipping. If your plant arrives damaged, please:
We will work with you and the shipping carrier to resolve the issue as quickly as possible. In most cases, we will send a replacement plant or issue a refund without requiring you to return the damaged plant.
Please be aware that we may temporarily suspend shipping to certain areas during extreme weather conditions to protect the health of our plants. If your order is delayed due to weather, we will notify you and work with you to reschedule delivery.
During winter months in Finland, we take extra precautions to protect plants from cold temperatures during shipping. However, we cannot guarantee that plants will not be affected by extreme cold if left outside or in unheated areas after delivery. Please arrange to receive your delivery when someone will be home to bring the plants inside immediately.
To ensure a good outcome for your plants and to maintain eligibility for returns or refunds, please:
If you need to initiate a return or have questions about our Return Policy, please contact us:
Safetruepremium
Mannerheimintie 10
00100 Helsinki, Finland
Phone: +358 9 6226 260
Email: serviceteam@safetruepremium.world
Our customer service team is available Monday through Friday, 10:00 - 18:00, and Saturday 11:00 - 16:00. We will respond to your inquiry as quickly as possible, typically within one business day.
We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website and services after any changes constitutes your acceptance of the new Return Policy. We encourage you to review this policy periodically.
This Return Policy does not affect your statutory rights as a consumer under Finnish and European Union law. You may have additional rights under consumer protection legislation that cannot be limited by this policy. If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, subject to certain exceptions for perishable goods.
If you are not satisfied with how we have handled your return or refund request, please contact us to discuss your concerns. We are committed to resolving any issues fairly and promptly. If we are unable to reach a satisfactory resolution, you may have the right to pursue alternative dispute resolution or legal remedies under applicable law.