Refund or replace.
Protected either way.
How returns work on Hortibasket — cancel within 2 hours, report damaged plants within 24 hours of delivery, and choose between a refund and a replacement.
Returns Guide
What is it?
Live plants, handled carefully
Because Hortibasket deals in live plants and perishable gardening items, orders can't be returned in the traditional sense — a plant can't survive the reverse journey back to the nursery. Instead, our cancellation and refund rules are designed to protect both you and our nursery vendors.
If something goes wrong — an order you don't need, or a plant that arrives dead or damaged — you have clear, fixed windows and a simple path to compensation. In most cases you choose between a direct refund to your payment method or a replacement plant.
Cancel while there's time
Orders can be cancelled within 2 hours of placing — or before the vendor starts packing, whichever comes first.
Backed by unboxing proof
For damaged plants, a clear unboxing video or photos immediately on opening is all it takes to start a claim.
Refund or replacement
Qualified damage is fixed your way — a refund to your original payment method or a replacement plant.
Money back the same way
Refunds are initiated automatically to your original payment method once approved.
Cancel an order
The 2-hour window
- 01
Open the order from your account and start a cancellation within 2 hours of placing it — or before the vendor begins preparing it for shipping, whichever happens first.
- 02
Once cancellation is confirmed, any amount you paid is released back to your original payment method, just like a refund.
- 03
If more than 2 hours have passed and the vendor has already packed and handed the order to the courier, the order is on its way and can no longer be cancelled.
After the cutoff, it ships
Once your live plants are packed and handed over to the courier partner, cancellations can't be accepted — the order is already in transit.
Which is earlier?
The cancellation window closes at the earlier of two moments: 2 hours after you place the order, or the moment the vendor starts preparing it for shipping.
Damaged on arrival
Report it within 24 hours
If a plant arrives completely dead, severely damaged, or broken because of transit, tell us within 24 hours of delivery and we'll make it right.
- 01
Contact us within 24 hours of delivery about the damaged plant.
- 02
Open the order's Return section, pick the affected product and quantity, and choose your preferred resolution — a refund or a replacement.
- 03
Add a clear unboxing video or photos showing the condition of the plant and the packaging, taken immediately upon opening, plus a short reason.
- 04
Submit the return request. Our team verifies the evidence and approves or rejects it — you'll see the decision in the Order Details return section.
24-hour deadline
Damage claims must be raised within 24 hours of delivery. After that window, we can't verify the plant's condition on arrival.
Evidence is essential
A clear unboxing video or photos taken immediately upon opening — showing both the plant and the packaging — is how we confirm transit damage.
Refund or replacement
Your resolution, your choice
Once a damaged-arrival claim is qualified after our team's verification, you get a direct refund or a replacement plant — your pick, made right in the return form.
- Refund — your money back automatically to the original payment method.
- Replacement — a fresh plant dispatched to you, tracked from dispatch to delivery in your Order Details.
- Approval is confirmed by our team first, and the decision is visible in the Returns section of your order.
Online payments auto-refund
Orders paid online are refunded automatically to the original payment method via Razorpay, usually within 5–7 working days of approval.
Cash on Delivery needs details
Since nothing was charged upfront, refunds for COD orders are paid into your account — the return form will ask for your bank details (account holder, account number, IFSC, bank name) or a UPI ID to send the money.
Replacements ship like new orders
An approved replacement is dispatched by courier and appears in your order timeline — you can follow it from 'Dispatched' with the courier partner to 'Delivered'.
No physical returns
Live plants can't be returned in person — they can't survive reverse transit. Verified damage is handled by refund or replacement instead.
Refund timeline
From request to your account
| Step | What happens |
|---|---|
| You report the issue | Contact us within 24 hours of delivery and submit a return request with unboxing video or photos. |
| We verify | Our team reviews the evidence and approves or rejects the claim. You'll see the decision in Order Details. |
| Resolution | Approved claims go one of two ways: a replacement plant is dispatched, or a refund is initiated automatically to your original payment method. |
| Money arrives | Refunds usually reflect in your bank account or card within 5 to 7 working days, depending on Razorpay and your bank's policies. |
FAQ
Common questions
You can cancel within 2 hours of placing the order, or before the vendor starts preparing it for shipping — whichever comes first. Once packed and handed to the courier, the order can't be cancelled.
Need help?
We'll sort it out with you
Every order is supported by our team. If a plant arrives less than perfect, or you're unsure how to proceed, write to us and we'll walk you through the process.
Chat with our support team
Share your order details and the issue — we'll get it resolved fast.