Effective Date: 6-9-2023
Welcome to Poelen Exotic Plants (referred to as “we,” “us,” or “our”). We value your satisfaction and want to ensure that your shopping experience with us is as smooth as possible. This Refund and Return Policy outlines our guidelines for refunds, returns, and exchanges for products purchased from our webshop, based in the Netherlands.
To be eligible for a refund, return, or exchange, please ensure that your request meets the following criteria:
2.1. Timely Request
You have a right to return products 14 days after purchase from Poelen.nl
2.2. Condition of the Product
The product must be in its original condition, unused, and in its original packaging. We reserve the right to reject requests for items that show signs of wear, damage, or alteration.
2.3. Perishable products
Perishable products, such as plants are exempt from the right of return. This means plants can not be returned. If your plant is damaged or dead, please contact costumer support at email@example.com we will try our best to help you out
3. Refund Process
3.1. Return Shipping Costs
Customers are responsible for covering the cost of return shipping.
4. Return Process
4.1. Initiate the Return
To initiate a return, please follow these steps:
- Contact our customer support at firstname.lastname@example.org to request a return authorization.
- Provide the following information:
- Order number
- Product name and quantity
- Reason for return
- Wait for our response with return instructions and a return authorization code.
4.2. Pack and Ship
Once you receive the return authorization code, please:
- Repack the item securely in its original packaging.
- Include a copy of the original invoice or packing slip.
- Clearly write the return authorization code on the outside of the package.
4.3. Ship to
Poelen Exotic Plants, IJsselstraat 42, 6882LG Velp, The Netherlands
If you wish to exchange a product, please follow the same return process as outlined in section 4. Upon receiving your return and inspecting the item, we will process the exchange and ship the replacement product to you. Additional shipping charges may apply for exchanges.
6. Damaged or Incorrect Items If you receive a damaged or incorrect item, please contact our customer support team within 7 days of receiving your order. We will arrange a suitable solution at no additional cost.