Returns & Refunds Policy
Last updated: [01 January 2025]
Utopia Clivias is committed to providing healthy, high-quality plants to all our customers. The following policy outlines the terms and conditions under which returns, refunds, and related matters will be handled. By placing an order with Utopia Clivias, you agree to the terms stated below.
1. South African Orders
1.1 Eligibility for Returns
Returns will only be accepted under the following circumstances:
The product received is defective.
The incorrect order was delivered.
The order arrived damaged.
Customers must inspect their order immediately upon delivery and report any issues within 48 hours.
1.2 24-Hour Return Notification Requirement
Customers have 24 hours from the time of receipt to notify us of any concerns and to request a return or refund.
To qualify for a return:
The product must be returned in the same condition as received.
The product must be returned in its original packaging.
1.3 Return Procedure
To request a return, customers must contact us at:
Email: info@utopiaclivias.co.za
WhatsApp: 081 711 0250
If the return request is approved, collection instructions will be provided.
Orders returned without prior written approval will not be accepted.
1.4 Exchanges
Utopia Clivias does not offer product exchanges under any circumstances.
1.5 Refund Process
Once the returned order is received, Utopia Clivias will inspect the goods and determine whether the return meets refund eligibility requirements. Customers will be notified of the outcome.
If approved:
Refunds will be issued to the original method of payment.
Refund processing times may vary; funds may take several business days to reflect in the customer’s bank or credit card account.
2. International Orders
2.1 Returns and Exchanges
For international customers:
No returns will be accepted.
No exchanges will be accepted.
2.2 Customer Responsibility
Utopia Clivias will not refund orders due to customer negligence, including failure to care for seeds, seedlings, mature plants, or bulbs.
Customers are responsible for understanding proper plant care. Information is available on our website.
2.3 Shipping and Courier Liability
Utopia Clivias is not liable for delays, damage, loss, or errors caused by courier companies.
Once the order leaves our premises, all responsibility for the parcel transfers to the customer, in line with our official Terms and Conditions.
Customers are encouraged to review our full Terms and Conditions available on our website.
3. General Conditions
Utopia Clivias reserves the right to amend this policy at any time without prior notice.
All return and refund decisions are made at the sole discretion of Utopia Clivias.
By purchasing from Utopia Clivias, the customer acknowledges and agrees to all policy terms listed above.
