Refund policy

Last updated: August 2026

At Silver Gardens, every order is prepared with care and checked before delivery. As plants are living products, each one is naturally unique and may vary slightly in shape, fullness, leaf position, colour, and growth from the images shown online.

If something is genuinely wrong with your order, we want to make it right.

Nothing in this policy limits any rights you may have under applicable UAE consumer protection law.

1. Live Plants

Because plants are living and perishable products, we do not accept returns or exchanges for a simple change of mind once the plant has been delivered.

However, if your plant:

• arrives significantly damaged;
• is the wrong plant or size;
• is missing from your order;
• is materially different from the product ordered; or
• has another issue that existed before or at the time of delivery,

please contact us as soon as possible.

For delivery-related plant damage, we ask that you contact us within 24 hours of delivery so we can properly assess the condition in which the plant arrived.

Please include:

• your order number;
• a brief description of the issue; and
• clear photographs or a short video showing the plant and, where relevant, its pot or packaging.

Once reviewed, we may offer an appropriate replacement, exchange, partial refund, or full refund, depending on the circumstances and applicable law.

2. Natural Plant Variation

Plants are natural products and no two plants will be completely identical.

The following are generally considered normal characteristics rather than defects:

• differences in leaf position, shape or pattern;
• slight differences in plant fullness or symmetry;
• minor cosmetic marks or imperfections;
• natural older-leaf yellowing;
• small amounts of leaf loss following transport;
• seasonal differences in growth;
• minor variations in height within the advertised size range.

Our product photography is intended to represent the expected quality, approximate size and overall presentation of the plant, rather than the exact individual plant you will receive.

If the variation is unusually significant, please contact us and we will review it fairly.

3. Pots, Planters & Non-Live Products

Unused and non-customised pots, planters and other non-live products may be returned or exchanged within 7 calendar days of delivery, provided that they are:

• unused;
• undamaged;
• in resalable condition; and
• returned with their original packaging where applicable.

Products that have been used, planted into, altered, damaged after delivery, or customised specifically for the customer are not eligible for a change-of-mind return.

This does not affect your rights where an item was defective, damaged, incorrect or materially different from its description.

4. Damaged or Incorrect Pots and Accessories

If a pot, planter or accessory arrives damaged, defective or incorrect, please contact us promptly with your order number and photographs.

Where the issue is confirmed, Silver Gardens will arrange the appropriate resolution at no additional cost to you, which may include:

• replacement;
• exchange;
• repair where appropriate; or
• refund.

5. Installed, Repotted or Customised Orders

Where a plant or product has been specifically prepared, customised, repotted or installed according to the customer's selected configuration, we cannot normally accept a change-of-mind return after the service has been completed.

If the product or service is defective, incorrect, damaged, or not provided as agreed, please contact us and we will review the matter in accordance with this policy and applicable UAE law.

6. Exchanges

Approved exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer:

• another suitable product;
• store credit; or
• a refund, where applicable.

Any difference in price between products will be charged or refunded accordingly.

7. Change-of-Mind Return Costs

For an approved change-of-mind return of a non-live product, the customer is responsible for the cost of returning the item unless otherwise agreed by Silver Gardens.

Original delivery or installation charges are generally non-refundable where the service has already been successfully completed.

If the return is caused by an error by Silver Gardens, or because the product arrived defective or damaged, we will bear the reasonable return or replacement delivery cost.

8. Refunds

Once a refund has been approved, it will be processed to the original payment method wherever possible.

Please allow approximately 5–10 business days after processing for the refund to appear, depending on your bank or payment provider.

For Cash on Delivery orders, we will contact you to arrange an appropriate refund method.

Refunds will only be issued after the relevant claim or returned product has been reviewed where inspection is reasonably required.

9. Cancellations Before Delivery

If you need to cancel or amend an order, please contact us as soon as possible.

We will do our best to accommodate the request.

An order may no longer be cancellable once:

• preparation has begun;
• a plant has been specially sourced or prepared;
• repotting or customisation has been completed; or
• the order has been dispatched for delivery.

Where cancellation is still possible, any applicable refund will be processed accordingly.

10. Promotional and Sale Items

Sale or promotional pricing does not remove your rights if an item is defective, damaged, incorrect or materially different from its description.

Change-of-mind eligibility follows the normal rules for the relevant product category.

11. Issues Caused After Delivery

Silver Gardens cannot normally provide a refund or replacement for problems arising after delivery due to circumstances outside our control, including:

• inappropriate watering;
• unsuitable lighting;
• extreme heat or cold;
• prolonged exposure to air-conditioning or direct sunlight;
• failure to follow reasonable plant-care instructions;
• accidental or physical damage after delivery; or
• pests or disease introduced after delivery.

We are always happy to provide plant-care guidance where possible.

12. How to Contact Us

For returns, exchanges, damage claims or refund enquiries, please contact:

Silver Gardens
Email: support@silvergardensae.com

Please include your order number in your message so we can assist you quickly.

13. UAE Consumer Rights

This policy is intended to operate alongside applicable UAE consumer protection and e-commerce legislation.

Where UAE law provides you with rights or remedies beyond those described in this policy, those statutory rights will apply. UAE rules specifically protect consumers where online goods arrive defective, damaged, incomplete or contrary to the seller's description, and contractual terms cannot lawfully remove mandatory consumer protections.