Refund policy

Return & Refund Policy

At Viora Vine, we strive to deliver healthy plants and quality gardening products. If you experience any issues with your order, we're here to help.

Replacement & Re-shipment Policy

Replacement claims must be submitted within 10 days from the date of delivery.

Eligible Cases

Wrong or Damaged Product

  • If you receive an incorrect or damaged product, please contact our customer support with clear photos and videos for verification.

Plants

  • Replacement is available only if the plant arrives in an uncurable condition, such as:

    • Uprooted roots

    • Broken main stem

    • Completely dried leaves

  • Minor damage or natural variations are not eligible for replacement.

Planters & Pots

  • Replacement is available only for products with visible cracks or breakage received at the time of delivery.

Missing or Undelivered Items

  • If any item is missing from your order or you receive an incorrect quantity, you are eligible for a replacement or refund.

  • Please keep the original packaging and shipping label until your claim is resolved.

Empty Box or Missing Contents

  • A clear, uninterrupted unboxing video showing the sealed package being opened is required to process replacement or refund requests.

Replacement Plant Damaged

  • If a replacement plant also arrives damaged, please send clear photos of the plant in its temporary pot. After verification, a refund may be issued.

Return & Refund Timeline

  • Approved replacement orders will be dispatched within 7–10 working days.

  • Approved refunds or return requests will be processed within 7–10 working days after verification or receipt of the returned product, where applicable.

Return to Origin (RTO) Policy

An order is considered RTO (Return to Origin) when it is returned by the courier due to reasons such as an incorrect address, customer unavailability, or refusal to accept delivery.

Prepaid Orders

  • Only reshipment is available.

  • Refunds are not provided.

Partially Paid Orders

  • Only reshipment is available.

  • Refunds are not provided.

Customer Fault RTO

Examples include:

  • Incorrect delivery address

  • Customer unavailable

  • Delivery refused

  • Failure to respond to courier

Customers may choose:

  • Reshipment of the order, or

  • Refund after deduction of 25–30% towards shipping and handling charges.

By placing an order with Viora Vine, you acknowledge and agree to this RTO Policy.

Important Notes

  • Replacement plants will be shipped in temporary nursery pots.

  • If multiple plants are damaged, a separate replacement request must be submitted for each plant.

  • Claims submitted after 7 days from the delivery date may not be accepted.

  • Refunds, where approved, will be issued using the original payment method unless otherwise agreed.