Refund policy

At Cynthia Flora, every plant is carefully selected, prepared, and packaged before heading to its new home. Since plants are living products and are often one of a kind, certain special conditions apply to returns and refunds.

💗 Changed your mind?

It happens! An order can be cancelled as long as preparation has not yet begun. Simply email me as soon as possible at contact@cynthiaflora.com.

Once preparation has begun, the sale becomes final, as your order is already being prepared for departure.

🌱 Returns of live plants

For plant health, biosecurity, and pest prevention reasons, live plants cannot be returned once they have left Cynthia Flora.

When you purchase a plant from the shop, you receive the exact plant pictured — not its cousin that vaguely looks like it. 😄 This allows you to see its appearance and general condition before adopting it.

Since a plant is very much alive, its appearance may naturally change between the time the photos are taken and the time you receive it: a new leaf may appear, an older one may yellow or fall off, or the plant may simply continue growing. These natural changes are not considered damage.

📦 A problem when your order arrives?

I take great care to ensure that plants travel in the best possible conditions. Even so, the journey can sometimes jostle them around a little.

A small amount of displaced substrate, a slightly damaged leaf, or a few minor marks caused by transportation can happen and do not necessarily mean that the plant is unhealthy.

However, if your plant arrives in a condition that genuinely concerns you, please contact me within 6 hours of delivery or pickup.

Send me a few clear photos of the plant, its packaging, and the parcel so I can properly assess the situation with you.

If the plant has suffered significant damage that genuinely compromises its health or survival, an appropriate solution will be offered depending on the situation, such as store credit, a replacement when possible, or a refund.

💚 An error on my end?

That can happen too — there’s a human behind all these leaves. 🌿

If you receive the wrong item, something is missing, or an error was made with your order, please contact me as soon as possible.

I’ll take the time to review the situation and make it right.

🪴 Accessories, substrates & other products

For non-living products, if an item arrives damaged, defective, or different from what you ordered, please contact me within 48 hours of receiving it and include a few photos.

I’ll then assess the situation and offer an appropriate solution.

🌿 A little note about unwanted guests

All plants are carefully inspected and prepared before leaving Cynthia Flora.

Despite every possible precaution, a plant is still a tiny living ecosystem, and it is impossible to guarantee that it will be 100% pest-free.

I therefore always recommend quarantining any new plant for at least 2 weeks before introducing it to the rest of your collection. Better a little solo time than a spider-mite party. 😅

The presence of a pest does not, by itself, qualify for a refund, return, or store credit.

If something seems unusual when you receive your plant, please reach out anyway. I’d much rather look at the situation with you than leave you worried.

💳 Refunds & store credits

When a refund is approved, it will be issued to the original payment method whenever possible.

Shipping fees that have already been incurred are generally non-refundable.

Store credits are non-refundable and cannot be exchanged for cash.

💌 Have a question or a problem?

Email me at contact@cynthiaflora.com.

There’s a real person behind Cynthia Flora, and my goal is for you to be just as happy with your experience as you are with your new plant. 🌿

— Cynthia

This policy applies subject to the rights and remedies provided under applicable consumer protection laws.