Return policy

At Hedera, we take care to ensure your order arrives in the best condition. Our returns and exchanges policy is set out below. Please read it before completing your order.

Non-returnable products

Returns or refunds are not accepted for live plants or planted containers. These are living, natural products affected by transportation and care conditions after delivery, and are difficult to resell in their original condition.

Return period

Empty plant pots and all other non-living products may be returned within 14 days of receipt, provided they are in their original condition, unused, and complete with all packaging and accessories. Each returned item is inspected before the return is approved.

Damaged or incorrect products

If you receive a damaged product or one that differs from what you ordered, the Store covers all replacement costs, including delivery charges in both directions.

You must notify us within 24 hours of receipt and include clear photos of the product and its packaging. Reports made after this period are difficult to verify and may not be accepted.

Changing your mind

If your order arrives undamaged and matches what you selected, but you wish to return or exchange it for personal reasons, delivery charges in both directions and any price difference are the customer's responsibility. The product remains subject to the condition requirements and time limit stated above.

This also applies if you refuse delivery after the order has been dispatched.

Cancelling an order

You can cancel your order before it is dispatched by contacting us on WhatsApp. As we process orders quickly, cancellation may not be possible in every case. If the order has already been delivered, the change-of-mind conditions above apply.

How to request a return or exchange

Message us on WhatsApp at +962 7 8101 6613 or email info@hederajo.com, including your order number, the reason for the return, and photos of the product. Our team will contact you to complete the process and arrange collection.

Refunds

Once a return is approved, the amount is refunded using the method agreed with the customer after the product has been received and inspected. Refunds do not include delivery charges, except where the Store is at fault.

Contact

For any enquiries about this policy: WhatsApp +962 7 8101 6613 · Email info@hederajo.com