Returns & Cancellations

Returns & cancellations

We want you to love your planters. If something arrives wrong or with a manufacturing defect, we'll sort it out. Here's how it works, in plain terms.

5 daysto return a standard item, unopened and unused
48 hoursto cancel or change a custom order for a full refund
24 hoursto report a damaged or incorrect plant, with photos
Defectsverified manufacturing defects are always covered
Standard itemsCustom-made potsNatural plantsContact us
01

Standard items

Items can be returned within 5 days of delivery, as long as they meet the conditions below. These conditions don't apply to verified manufacturing defects.

You can return it if

  • It's in its original packaging
  • The package is unopened and still sealed
  • It hasn't been used or installed
  • The original stamped invoice is included
  • The order is under 10 items

We can't accept it if

  • It was damaged by misuse, mishandling or normal wear
  • It has been used, installed, modified or assembled
  • You'd like a different colour, size or model after purchase
  • Accessories, promo items, warranty cards or packaging are missing

We don't offer direct exchanges. To switch to a different product, the original item is returned and approved first, then you can place a new order.

02

Custom-made pots

Most of our pots are made or customised for you, so changes depend on how far along your order is.

Within 48 hoursCancel, or change the style, colour or size, with a full refund.
Within 3 daysCancel with an 80% refund of the order value.
After 3 daysYour pot is in production and can't be cancelled or changed.

Returns

Custom pieces can't be returned once delivered, but they're replaced if a manufacturing defect is reported within 48 hours of delivery.

Need it later?

You can delay delivery for up to 3 months from purchase if:

  • The order is paid in full
  • You ask in advance and our team confirms

Check on delivery

Please inspect your pots when they arrive and tell the delivery team or customer service straight away about any visible damage.

03

Natural plants

Plants are living things, so they follow slightly different rules.

Cancelling

  • Cancel within 24 hours of confirmation for a full refund
  • Once prepared, dispatched or installed, it can't be cancelled

Replacements

Plants can't be returned, but we'll replace one if:

  • It arrived damaged or unhealthy
  • You received the wrong plant

Report it within 24 hours with clear photos. Approved cases get a replacement, not a cash refund.

Not covered

  • Repotted into any pot, including ours
  • Installed, moved or altered after delivery
  • Damage from care, watering, sun or environment
  • Natural differences in size, shape or colour
  • Reported more than 24 hours after delivery
Good to know

Once a plant is repotted or installed it's considered accepted in good condition, and its care is in your hands. Small differences in how a plant looks are natural, not defects. Our care guide will help it thrive.

Questions?

We're happy to help.

Green & Grey, 368 Jasmine, New Cairo, Egypt

WhatsApp +20 12 88877717info@greenandgrey.co