Refunds & Returns
We've triple checked your order before it's sent on its way to ensure its top notch, but in the event you’re looking to return or exchange your order for whatever reason, we're here to help!
For anything other than live plants, we offer returns within 15 days of purchase. You can return your product for store credit, a different product, or a refund to the original payment method, subject to the exceptions below.
Please note that live plant orders which have been collected from us may not be returned due to plant quality issues. Please check your plants when collected.
1) Exceptions to returns or refunds :
1.1) Live plants may not be returned due to change of mind as these are classified as perishables. Due to the practicalities of packaging and shipping, if your plants are damaged upon receiving them from the courier, please contact us within 24 hours at info@patchurbanfarm.co.za with photographs and a description of the damage that has occurred. At our discretion, we may either replace or refund the damaged plants. We are unable to assist with replacements or refunds after this time has elapsed.
1.2) Pots, planters & accessories must be in their original condition including packaged items such as soil mixes which must be unopened. We will arrange for our courier to collect the parcel from you and upon us receiving it, provided it is in a resalable condition, we'll refund the amount less the return courier charges and a 10% restocking fee.
1.3) Returned items must have no visible signs of wear or use.
1.4) Discounted items are final and cannot be returned or exchanged.
2) To initiate a return, please complete the following steps :
2.1) Reply to your order confirmation email within the timeframe stipulated to request which products you would like to return and the reason why.
2.2) Print the return shipping label that you will receive by email and fix it to suitable packaging for the items that you would like to return.
3) Also note :
3.1) If any of your non perishable items are received in a damaged condition (except for live plants, see 1.1 above), please email us within 24 hours at info@patchurbanfarm.co.za with photographs and a description of the damage that has occurred. At our discretion, we may either replace or refund the items.
3.2) Please note that refunds to the original payment method require up to 10 business days to process.