Returns, Refunds & Cancellation
GrowMate is the app served by plantita.online.
How cancellations, refund requests and failed deliveries work for cash-on-delivery orders.
Cancellation by the buyer
You can cancel while the order is pending or accepted and before a rider has been assigned. Because payment is cash on delivery, nothing is charged when you cancel.
Cancellation by the seller
A seller can decline an order while it is pending. GrowMate can cancel orders, for example for fraud or safety. Cancelled orders return the stock to the listing.
When an order cannot be cancelled
Once a rider has been assigned, has picked up the item or has delivered it, the order cannot be cancelled. If something then goes wrong, use a refund request or the failed-delivery process below.
Refund requests
Within 7 days of delivery, open a request from the order in the app. Choose Refund only, Return & refund, or Replacement, explain the problem and add photos.
- Requests can only be opened for delivered orders, one active request per order.
- The seller can respond in the app. GrowMate reviews the evidence and approves or rejects the request.
- GrowMate resolves approved requests with a refund. Replacements are not currently arranged through GrowMate.
What is refunded
An approved refund returns the item price. The delivery fee is not refunded because the delivery was completed. GrowMate pays refunds by GCash, bank transfer or cash and records the reference. Refund processing time: [TO BE COMPLETED BY GROWMATE].
After 7 days
After the 7 days window, or once the seller has been paid, refunds can no longer be requested in the app. Contact support@plantita.online; your rights under consumer law still apply.
Common problems
- Damaged, dead or wrong item: request a refund within 7 days with photos.
- Item missing from the delivery: request a refund within 7 days and describe what is missing.
- Not as described: request a refund with photos that show the difference.
Failed deliveries
If a delivery fails (for example the buyer cannot be reached), the item goes back to the seller. If cash was already collected, the full amount paid, including the delivery fee, is returned to the buyer. The order is cancelled once the item is back and any cash is refunded.
Not covered
Normal plant changes after delivery due to care or environment, buyer's change of mind after delivery, and claims without supporting information may be rejected, where the law allows. Final list: [TO BE COMPLETED BY GROWMATE].