Returns and refunds policy
How to return a product, when the right of withdrawal applies, what to do if a plant arrives damaged and how refunds work.
We want every plant to reach you in perfect condition. If it does not, or if you want to return a product, here is what to do. These rules complement the General terms of sale.
1. The plant arrived damaged or is not what you ordered
Contact us as soon as possible, ideally within 48 hours of delivery, with:
- your order number;
- photos of the plant and the packaging (including the outer box);
- a short description of the problem.
We will look into it and offer a replacement plant, a refund or another solution provided by law, as you prefer. In these cases we cover all costs, including shipping. Usually you do not need to send the plant back: we only ask for the photos.
The 48-hour window is a request so that we can act faster. It does not limit your rights under the legal guarantee (see section 8 of the General terms of sale).
2. Withdrawing from a purchase (right of withdrawal)
Live plants. Because they are liable to deteriorate rapidly, live plants are excluded from the right of withdrawal (Article 17(1)(d) of Decree-Law 24/2014). They cannot be returned if you change your mind, but they remain fully covered by the guarantee described in section 1.
Other products (pots, accessories, substrates, fertilisers and other non-perishable supplies): you have 14 days from delivery to withdraw from the purchase without giving a reason.
3. How to exercise the right of withdrawal
- Tell us your decision within the 14 days, by email to info@tropicalorchidsportugal.com or by letter to our address. You can use the form below or write in your own words.
- Send the products back within 14 days of telling us, to the address in section 5.
- Pack the products well for transport. You may open the package and examine the products as you would in a shop. You may only be held liable for any loss in value resulting from handling beyond that.
4. Refund
We refund all payments received, including the original shipping costs (up to the cost of the standard shipping option), within 14 days of the date you tell us your decision. We may withhold the refund until we receive the products or until you send proof that you have returned them, whichever comes first.
The refund is made using the same payment method you used, unless you expressly agree otherwise, and at no cost to you. For Multibanco or MB WAY payments, we will ask for your IBAN to make a bank transfer.
You pay the cost of returning goods when you withdraw. If the product is damaged or not what you ordered, we pay all costs.
5. Returns address
Tropical Orchids Portugal, Lda.
Av. 23 de Julho de 1833, Lt. 19, 2865-759 Fernão Ferro, Portugal
Please contact us before sending, so we can suggest the best shipping method and avoid parcels going missing.
6. Cancelling an order before dispatch
If you want to cancel an order that has not yet been dispatched, contact us as soon as possible. If it has not left our premises, we will cancel it and refund the full amount.
7. Withdrawal form
(Complete and return this form only if you wish to withdraw from the purchase of non-perishable products.)
To: Tropical Orchids Portugal, Lda., Av. 23 de Julho de 1833, Lt. 19, 2865-759 Fernão Ferro, Portugal, info@tropicalorchidsportugal.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ……
Order no. …… · Ordered on …… · Received on ……
Name of consumer …… · Address of consumer ……
Signature of consumer (only if this form is sent on paper) …… · Date ……
8. Contact
Customer support: info@tropicalorchidsportugal.com, phone +351 919 938 376 (call to a Portuguese mobile number) or WhatsApp +351 914 635 875, Monday to Friday, 9 am to 7 pm (Lisbon time).
