Refund policy

Refunds & Returns Policy — The Cultivo Way

At Cultivo Carnivores, every order is packed with care, expertise, and attention to detail. Our goal is for every plant to arrive alive, healthy, and ready to grow — exactly as described.

Because our products include live plants and natural materials, some variation is normal. Each plant is unique, and the one you receive may differ slightly in size, shape, or colour from the photos shown.

Our Arrive-Alive Guarantee

We carefully select, inspect, and pack every plant to ensure it travels safely to you. If your parcel arrives damaged, or your plant is dead on arrival (black and mushy), please contact us within 6 hours of receiving your order.

Please include clear photos of:

  • The damaged packaging (if applicable)
  • The affected plant

Email: admin@cultivocarnivores.com
WhatsApp: 064 628 9497

Once reviewed and approved, we will:

  • Replace the affected plant free of charge, or
  • If that variety is unavailable, offer store credit or an exchange of equal value (excluding shipping fees).

We cannot be held responsible for:

  • Parcels left unattended after delivery
  • Plants exposed to direct sun, extreme temperatures, or pets
  • Declining plant health after the 6-hour window due to incorrect care, unsuitable soil, poor-quality water, or neglect

Wrong or Damaged Items

If you receive an incorrect item or a damaged accessory (such as lights, pots, or tools), please contact us within 24 hours of delivery. We will arrange collection and send a replacement or issue a refund as appropriate.

Non-Returnable Items

Because of their nature, the following items cannot be returned or refunded:

  • Live plants, seeds, or bulbs (except where dead on arrival)
  • Custom orders, bog gardens, or special imports
  • Soil mixes, fertilisers, and water products once opened
  • Gift cards and sale items

Cancellations & Refunds

All orders are considered final once checkout is complete. If you need to cancel before shipping, we will issue a refund minus a 15% restocking fee to cover transaction costs.

Once an order has been shipped, standard return conditions apply and shipping fees are non-refundable. Refunds are processed via the original payment method within 3 business days after the returned item is received and approved.

This policy is compliant with the South African Consumer Protection Act (No. 68 of 2008) and applies to all online purchases made through www.cultivocarnivores.com.

Need Help?

We are here to help. If you are unsure about your plant’s condition, need guidance on care, or want to request a replacement, please contact us.

Email: admin@cultivocarnivores.com
WhatsApp: 064 628 9497

We will always do our best to make it right — because at Cultivo, we grow, we sell, and we care.