Returns & Refunds Policy

At Luma Garden, we want our customers to receive healthy plants and products in good condition. Because plants are living products, returns and refunds are handled according to the nature of the product and applicable South African consumer law.

Live Plants

Plants are living products and naturally vary in size, shape, colour and appearance. Minor differences from website photographs are normal and are not necessarily considered defects.

Once a healthy plant has been delivered, its condition can be affected by watering, sunlight, temperature, soil, repotting, pests and general care.

For this reason, we may not be able to accept a return simply because a customer changes their mind about a live plant, subject to any rights the customer may have under applicable law.

Damaged, Defective or Incorrect Orders

If your plant or product arrives significantly damaged, defective, unhealthy upon delivery, or you receive an incorrect item, please contact Luma Garden as soon as reasonably possible after receiving your order.

Please provide:

• Your full name

• Your order number

• A description of the problem

• Clear photographs of the plant or product

• Photographs of the packaging if the item was damaged during delivery

This helps us assess what happened and resolve the issue as quickly as possible.

Refunds & Replacements

After reviewing your claim, Luma Garden may provide an appropriate remedy, which may include a:

Replacement
Refund
Store credit

The appropriate remedy will depend on the circumstances and your rights under applicable South African consumer law.

Nothing in this policy limits any rights or remedies that customers are entitled to under the Consumer Protection Act or other applicable South African legislation.

Change-of-Mind Returns

Because live plants can deteriorate and require specific environmental conditions and care, change-of-mind returns of live plants may not always be accepted.

For non-living products, return eligibility will depend on the condition of the item, the circumstances of the purchase and applicable consumer law.

Where a statutory cooling-off period or other right of return applies, Luma Garden will honour that right.

Incorrect Delivery Information

Customers are responsible for providing accurate delivery information when placing an order.

Refunds may not be available where an order cannot be successfully delivered, or a plant deteriorates, because the customer supplied incorrect or incomplete delivery information, except where otherwise required by law.

Plant Care After Delivery

Customers should unpack and inspect their plants as soon as reasonably possible after delivery and follow appropriate care instructions.

Luma Garden cannot ordinarily provide refunds for deterioration caused after delivery by improper watering, unsuitable lighting, extreme temperatures, neglect, incorrect repotting, pests introduced after delivery, or other conditions outside our reasonable control.

This does not affect a customer's rights where the plant was defective or otherwise failed to meet applicable legal standards when supplied.

Refund Processing

Approved refunds will generally be made using an appropriate available payment method.

Processing times may vary depending on the payment method and financial institution.

We will communicate with you once your refund has been approved and processed.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

If the order has already been prepared, dispatched or delivered, cancellation may not be possible or reasonable costs may apply where permitted by law.

Any cancellation will be handled in accordance with applicable South African consumer law.

Contact Us

To request a return, refund or replacement, contact:

Luma Garden

WhatsApp / SMS: 071 070 8089
Email: info@lumagarden.co.za

Please include your name, order number and photographs of the issue when contacting us.

We will review your request and work to provide an appropriate resolution as quickly as reasonably possible.