Refund Policy

Last updated: 1 December 2025

Every plant from crystallinaminum™ is prepared and packed with the great care so it can arrive in healthy condition. If something appears genuinely wrong when you receive your order, this policy explains how such cases are handled.

1. Order Cancellation
You may cancel your order for a full refund if you contact us before Sunday 13:00 (1 pm) CET of the week BEFORE we plan to ship your parcel. After that deadline (or once you receive the shipping confirmation email), preparation has already begun and the order can no longer be cancelled or refunded.

2. Eligibility for Refunds or Replacements
Request claims are reviewed case by case and can only be considered if:

• The parcel was collected without unnecessary delay after delivery.
• The damage is clearly substantial and caused by transit.

Minor leaf tears, small bruises or slight discoloration that do not affect overall health are not eligible for refund or replacement.

3. How to File a Claim
Contact us at rdelevateab@outlook.com within 48 hours of delivery and include:

• Clear unboxing video.
• Your order number.
• A short description of the issue.

This allows the situation to be reviewed properly and helps determine the appropriate next step. The sooner you reach out, the easier it is for us to help.

4. Right of Withdrawal
Live plants are perishable goods. The EU 14-day right of withdrawal does not apply. Once an order has been dispatched, it cannot be cancelled or returned.

5. Returned Parcels
Live plants that come back to us cannot be refunded or replaced. See Shipping Policy for details.

6. Lost or Missing Parcels
Contact UPS first with your tracking number. We’ll always assist with any investigation or claim if needed.

7. Our Promise
We want you to be absolutely thrilled with your new plant. If something is genuinely not right, reach out quickly and we’ll always do our very best to make it good.

Questions? Email us at rdelevateab@outlook.com. Including your order number helps us assist you more quickly.

8. Policy Updates
This policy may be updated as needed.
The latest version will always appear here, and continued use of the website means acceptance of any updates.