Return & Refund Policy

At Succulent Shop, we carefully check and pack every order. If something is wrong with your purchase, please contact us so we can review the issue and help.

Different conditions apply to live plants and non-plant products.

1. Live Plants & Living Products

Please unpack and inspect all live plants immediately upon receipt.

If a plant arrives dead, seriously damaged or in poor condition, please contact us within 24 hours of receiving your order.

This applies to plants, succulents, cacti, live moss, ready-made terrariums and the living components of DIY terrarium kits.

Please provide:

• Your order number.

• Clear photos of the affected plant and the damage.

• Photos of the packaging and shipping label.

• A brief description of the issue.

Please keep the plant and packaging until we have reviewed your claim. Do not return or dispose of the affected item unless we instruct you to do so.

Depending on the condition of the item and the circumstances, we may offer a replacement, a partial refund or a full refund for the affected item. If a replacement is unavailable, we will discuss a suitable alternative or refund with you.

Claims submitted after 24 hours are not eligible under our arrival-condition policy, except where applicable consumer law requires otherwise.

We do not accept change-of-mind returns for live plants or living products.

2. Natural Plant Variations & Care After Delivery

Every plant is unique. Its shape, colour, height, size and growth pattern may vary from the product photos, within the description provided.

Minor cosmetic imperfections or temporary transport stress do not automatically qualify for a refund. However, please report any concerns within 24 hours so we can assess the condition.

Our arrival-condition policy does not cover deterioration caused after delivery by unsuitable growing conditions, incorrect watering, repotting, neglect or improper handling.

3. Non-Plant Products — 7-Day Returns

For eligible non-plant products, please contact us within 7 calendar days of receiving your order to request a return.

These may include pots, gardening tools, accessories, decorations and other non-living gardening products.

For change-of-mind returns, items must be:

• Unused, unwashed and unaltered.

• In their original, saleable condition.

• Complete with their original packaging, labels and included parts.

• Accompanied by proof of purchase.

Eligibility depends on the product category and condition. Please obtain our approval and return instructions before sending anything back.

Where a return is required, the refund will be processed after we receive and inspect the item.

4. Products Excluded from Change-of-Mind Returns

We do not accept change-of-mind returns for:

• Live plants, live moss and other living products.

• Opened or used soil, substrates, fertilisers, pesticides or fungicides.

• Products with broken seals, contamination or missing contents.

• Assembled or used DIY kits.

• Personalised or custom-made products, including name-printed planters.

• Items specifically identified as non-returnable before purchase.

These exclusions do not remove your rights if an item is faulty, damaged, incorrect or materially different from its description.

For DIY kits, the 24-hour arrival-condition policy applies to living components. Please report damaged or missing non-living components within 7 days.

5. Damaged, Faulty, Incorrect or Missing Items

For non-plant items that arrive damaged, faulty, incorrect or incomplete, please contact us as soon as possible, preferably within 7 days of receipt.

Please provide your order number, a description of the issue and relevant photos. We will review the claim and arrange an appropriate remedy.

Do not use a leaking or damaged chemical product. Please contact us for safe handling and return instructions before shipping any fertiliser, pesticide or fungicide.

6. Return Shipping & Delivery Charges

For approved change-of-mind returns, the customer is responsible for return shipping costs. Original delivery charges are not refundable.

If we confirm that an item was faulty, damaged on arrival or incorrectly supplied, we will arrange or cover reasonable return shipping where a return is required.

Please pack approved returns securely and use a tracked delivery service. Keep your proof of postage until the return is completed.

7. Refused, Unclaimed or Returned Parcels

Please ensure your delivery address and contact details are correct and arrange for someone to receive your parcel promptly.

If a parcel is returned because of an incorrect or incomplete address supplied by the customer, an unclaimed parcel, or refusal of delivery without a valid reason, we do not refund plant damage or deterioration caused by the resulting delay or return journey.

Additional delivery charges may apply if redelivery is requested.

Returned non-plant items will be assessed according to their condition and the applicable return terms.

If the delivery issue was caused by us or the courier, or delivery was refused for a valid reason such as obvious damage or an incorrect shipment, we will investigate and arrange an appropriate resolution.

8. Refund Processing

We will notify you of the outcome after reviewing your claim or inspecting your returned item.

Approved refunds will normally be issued to the original payment method. Please allow 7–14 business days after approval for processing and for the refund to appear, depending on your payment provider.

For orders containing multiple items, refunds normally apply only to the affected or approved returned items.

9. Your Consumer Rights

This policy explains our voluntary return and arrival-condition procedures. Nothing in this policy excludes or limits any rights or remedies available under applicable Malaysian consumer protection law.

10. Contact Us

To request a return or report an issue, please contact us with your order number:

Email: contact@succulent.my
WhatsApp: +60129530154