Returns Policy for Aloe, Monstera and Me

At Aloe, Monstera and Me we are committed to providing you with high-quality products and excellent customer service. We understand that on occasion issues may arise with your purchase. We have, therefore, established the following returns policy to ensure a hassle-free and fair process for our valued customers. This Policy relates only to sales of non-plant products that are made through our online store.

Returns eligibility

Returns are accepted if a product is supplied that is faulty or broken and meets the following conditions:

  • the return request must be made within 14 calendar days of the date of delivery;

  • the return request must be initiated by providing a clear image providing proof of the fault or damage of the product and packaging;

  • the product must be in its original packaging, including all accessories, manuals, and any other items originally included with the product; and

  • the product must be unused , and all tags, labels and security seals must be intact.

How to initiate a return

If you believe that you have received a broken or faulty product, please follow the following steps to initiate the returns process:

  • send an email to aloemonsteraandme@gmail.com, including your order number and the phrase ‘RETURN REQUEST’ in the subject line; and

  • provide in the body of the email a detailed description of the issue along with one or more images that clearly show the damage or fault.

We will assess your return request and, if accepted, we will provide you with further instructions on the return process.

Return process

If your return request is approved, you will be provided with detailed instructions on returning the item to us. Please ensure that you:

  • carefully package the product in its original packaging;

  • include all accessories, manuals and any other items originally included with the product;

  • clearly mark your return package with an authorisation number that you will be provided as part of your detailed instructions; and

  • ship the product to the address provided within the detailed instructions provided.

Please note that you are responsible for covering the cost of shipping the returned product to us.

Refunds and replacements

If your refund request is accepted, you will be asked as part of your detailed return instructions whether you would like a refund or a replacement product if the item you have purchased is still in stock.

If a refund is requested, this will be issued to the original payment method within 10 working days of receipt by us of the returned product.

If a replacement is requested, we will send you a new product within 10 working days of receipt by us of the returned product. Shipping costs of the replacement product will be covered by Aloe, Monstera and Me.

Exceptions

Please note that this returns policy does not cover:

  • products that have been damaged or have become faulty as a result of misuse, negligence or accident;

  • products that experience normal wear and tear; and

  • products that have not been purchased from Aloe, Monstera and Me.

Further information

Should you require further information or assistance with regards to this returns policy, please contact aloemonsteraandme@gmail.com.

 

Aloe, Monstera and Me greatly appreciates your trust in us and your choice to shop with us. We will always strive to ensure your shopping experience with us is positive.