Refunds & Returns Policy
At Phyta, we take great pride in supplying healthy plants, premium substrates, and quality horticultural products. As plants are living organisms and every order is prepared specifically for each customer, please read this Refunds & Returns Policy carefully before placing an order.
Order Cancellations
Orders may be cancelled for a full refund provided they have not yet been packaged or dispatched. Once an order has been packed for shipment or collected by the courier, it is considered dispatched and can no longer be cancelled.
Inspecting Your Order
Please inspect your order immediately upon delivery.
If your order arrives damaged, incorrect, incomplete, or contains a plant that is dead on arrival (DOA), you must notify Phyta within 24 hours of delivery.
To process a claim, we require:
- Your order number.
- Clear photographs of the affected item(s).
- Photographs of the shipping box and shipping label.
- A continuous, unedited unboxing video clearly showing the parcel being opened and the condition of the contents upon arrival for all DOA claims.
Claims submitted without sufficient evidence may not qualify for a replacement or refund.
Local Plant Orders
Refunds or replacements will only be considered under the following circumstances:
- The plant arrives dead on arrival (DOA).
- The plant displays obvious signs of rot upon delivery.
- The incorrect plant was supplied.
A replacement will always be offered first where stock is available. If a replacement cannot be supplied, a refund will be issued for the affected item.
If you are dissatisfied with the item received for reasons unrelated to damage or plant health, you may return the item at your own expense. The plant must be returned in the same condition in which it was supplied. Once the returned item has been inspected and approved, your refund will be processed.
No refunds or replacements will be issued where:
- The plant has been repotted or removed from the substrate supplied by Phyta.
- The plant has been in your care for more than 7 days.
- Damage has resulted from incorrect watering, lighting, humidity, temperature, fertilisation, pest infestations, or any other aspect of husbandry after delivery.
- The plant has suffered damage due to accidental neglect or improper handling.
Import Plant Orders
Imported plants are sold with the understanding that they have undergone international transport and require careful acclimation after arrival.Due to the nature and costs associated with international procurement, our suppliers do not offer monetary refunds. As such, Phyta does not offer cash refunds on imported plants.
Replacement plants may be offered only where:
- The plant is confirmed dead on arrival.
- Notification is received within 24 hours of delivery.
- The required photographs and unboxing video are provided.
- The claim is approved following assessment.
Any deterioration occurring after the first 7 days is considered part of the acclimation process or the result of subsequent husbandry. Phyta cannot accept responsibility for losses resulting from incorrect acclimation, unsuitable environmental conditions, or negligent plant care after delivery.
Substrates & Consumable Products
Due to hygiene and quality control requirements:
- All substrate mixes are non-refundable and non-returnable.
- Opened or used substrate products cannot be returned.
- Unopened products may only be returned if they were supplied incorrectly or arrived damaged.
Incorrect Items
If you receive an item different from what you ordered, please notify us within 24 hours of delivery. Once verified, we will arrange the appropriate replacement or refund.
Return Shipping
Unless the return is the result of an error on our part or a confirmed faulty item, all return shipping costs are the responsibility of the customer.. We recommend using a tracked courier service, as Phyta cannot be held responsible for returned parcels that are lost or damaged in transit.
Refund Processing
Approved refunds will be processed using the original payment method wherever possible.
Please allow 5–10 business days for refunds to reflect, depending on your payment provider or banking institution.
Original shipping charges are non-refundable unless the return results from an error made by Phyta.
Non-Returnable Items
The following items are non-returnable and non-refundable unless supplied incorrectly or confirmed to have arrived damaged:
- Imported plants (replacement policy only)
- Custom substrate blends
- Opened substrate products
- Live cultures, springtails, isopods, and other microfauna
- Gift cards and digital products (where applicable)
Natural Variation Disclaimer
Plants are living organisms, and every specimen is unique. Variations in size, leaf shape, colour, variegation, maturity, and leaf count are natural and should be expected. Unless specifically stated as the exact plant pictured, product photographs are representative only and may differ from the plant you receive.
Minor cosmetic imperfections, small blemishes, minor shipping stress, or the natural shedding of older leaves during transit or acclimation are not considered defects and do not qualify for refunds or replacements.
Shipping Delays & Weather
Phyta carefully packages all orders to maximise their chances of arriving in excellent condition.
However, once an order has been collected by the courier, delays caused by courier operations, adverse weather, public holidays, strikes, or other events beyond our control are not the responsibility of Phyta.
While we will gladly assist in resolving courier-related issues, we cannot guarantee delivery timeframes once a parcel has been handed over to the shipping provider.
Contact Us
Should you have any questions regarding your order or wish to submit a refund or replacement request, please contact us as soon as possible with your order number and all supporting photographs and documentation.
Email: info@phyta.co.za
Phone / Whatsapp: +27 67 397 0160