Effective Date: 23/07/2026
Refund & Returns Policy for Poizon Ivy.
At Poizon Ivy, customer satisfaction is important to us. We take great care to ensure that every plant is healthy and carefully packaged before it leaves our nursery.
As plants are living products, they require special handling. Please read our Refund & Returns Policy before placing your order.
1. Returns
Due to the perishable nature of live plants, we generally do not accept returns unless:
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The wrong item was delivered.
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Your plant arrives significantly damaged.
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The plant is dead or unhealthy upon arrival.
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The item is defective or not as described.
2. Reporting a Problem
If there is an issue with your order, you must contact us within 24 hours of delivery.
Please provide:
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Your order number.
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A description of the issue.
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Clear photographs of the plant and its packaging.
Claims submitted after 24 hours may not qualify for a refund or replacement.
3. Refund Eligibility
Refunds may be approved if:
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We delivered the incorrect item.
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Your plant arrived in poor condition due to packaging or transport.
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The item is unavailable after your order has been placed.
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We are unable to fulfil your order.
Refunds will not be issued for:
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Minor soil movement during transport.
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Slight variations in plant size, colour, or shape.
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Normal leaf loss or cosmetic imperfections caused during shipping.
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Damage caused by incorrect care after delivery.
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Incorrect delivery information supplied by the customer.
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Orders left unattended after delivery.
4. Replacements
Where appropriate, we may offer:
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A replacement plant.
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Store credit.
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A full or partial refund.
The remedy offered will depend on the circumstances of each claim.
5. Refund Process
Approved refunds will be processed using the original payment method through Yoco, our secure payment gateway.
Once the refund has been processed, it may take 5–10 business days (or longer, depending on your bank or card issuer) for the funds to reflect in your account.
We cannot issue cash refunds for online card payments.
6. Order Cancellations
Orders may be cancelled before they have been dispatched.
If your order has already been packed or handed over for delivery, cancellation may not be possible.
If cancellation is approved before dispatch, your payment will be refunded via Yoco to the original payment method.
7. Damaged Deliveries
If your parcel appears damaged upon arrival, please:
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Take photographs before opening the package.
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Photograph the plant after unpacking.
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Contact us immediately with the images and your order number.
This helps us assess the issue quickly and work with our delivery partners where necessary.
8. Consumer Rights
Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008.
If a product is defective, unsafe, or not of acceptable quality, you are entitled to the remedies available under South African law.
9. Contact Us
If you have any questions regarding returns or refunds, please contact us.
We appreciate your support and thank you for shopping with Poizon Ivy.