Returns and Refunds Policy
02 | No change-of-mind returns
We do not accept returns or refunds for any product because you have changed your mind, no longer need it or have changed your personal preferences.
This rule does not automatically exclude claims for incorrect items, missing items, transit damage, goods that do not work on arrival or goods that do not match their description. Equipment faults arising after normal use may be assessed under our Product Warranty Policy.
03 | Problems found on receipt
For incorrect items, missing items, damage or goods that do not work on arrival, contact us within 7 days of receipt. For live plants with health or condition concerns on arrival, contact us within 48 hours and photograph their condition promptly.
These reporting periods help us verify the condition on receipt. Missing them does not automatically remove all rights to raise a fault claim, obtain warranty support or seek remedies under applicable law.
Keep the product and relevant accessories. Retain or photograph packaging, the outer box and shipping labels where they may help verify the issue. Opening packaging or reasonably testing a product to check that it works is not, by itself, grounds for rejecting a claim.
04 | How verified issues are resolved
Once an incorrect item, damage on arrival or a product that does not work on arrival is verified, we will prioritise a free replacement with the correct product or the same model.
If a replacement cannot reasonably be arranged, we will discuss an alternative model with your agreement or arrange a refund. We will not substitute a different product without your agreement.
05 | Whether a return is required
GreenCapsule HK will decide whether the goods need to be returned based on the issue and verification result. Equipment faults may also require assessment by the Japanese supplier. Not every case requires a physical return.
Contact us and obtain return instructions before sending anything back. Do not return goods without instructions or send them directly to a supplier. If a return is required, we will provide the address and shipping arrangements. Package the goods appropriately and include relevant accessories as instructed to prevent further damage.
We have no physical retail shop and do not offer unarranged in-store returns.
06 | Return and replacement shipping
For Hong Kong orders with verified incorrect items, arrival damage or eligible arrival faults, we bear the standard return and replacement shipping costs where a return or replacement is required. The return method must first be arranged by us.
For cases outside Hong Kong, we will explain the applicable shipping arrangements and treatment of costs and obtain your agreement before arranging shipment. We do not promise free two-way shipping for every overseas case.
01 | Scope and contact
This policy applies to physical goods purchased from GreenCapsule HK / 植屋, including plants, gardening supplies and equipment. Classes, workshops and digital content are outside its scope.
For delivery issues, returns or refunds, email plant@greencapsulehk.com with your order number, the product concerned, a description of the issue and photos or videos showing it.
07 | Refund amount and original delivery charges
An approved product refund is based on the amount actually paid for the affected item. We do not deduct a separate refund processing fee.
Whether the original delivery charge is also refunded will depend on the actual delivery and refund circumstances of the order and will be explained when the refund is agreed. Original delivery charges are not categorically refundable or non-refundable under this policy.
08 | Refund processing time
After a refund is approved and any required return or verification is completed, we will initiate the refund through the original payment method within 7 working days. If no return is required, the period begins after approval and completion of the necessary verification.
This is our time to initiate the refund, not a guarantee that the funds will reach your account within the same period. The actual crediting time depends on the bank or payment platform.
Working days exclude Saturdays, Sundays and Hong Kong public holidays.
09 | Other policies and applicable rights
See our Purchase Terms for pre-order delays and our Product Warranty Policy for commercial warranty arrangements for equipment that develops a fault after normal use.
This policy does not limit or exclude consumer rights or remedies that cannot be excluded under applicable law. Individual claims are assessed according to the nature of the problem, the facts and applicable law.