Refunds & Returns Policy

 

Our Promise

At Kaynuna, we care more about your plant experience than about being “right.”

Plants are living things. They travel, they adjust, they settle. And sometimes they need a little patience.

If something feels off, talk to us. We’re here to fix it.

Delivery & Damaged Plants

We carefully inspect and wrap every plant before it leaves our warehouse.

When your order arrives, we highly recommend checking your plants at the door before the delivery agent leaves.

If your plant arrives damaged:

  • Please contact us within 48 hours of receiving your order.

  • Send us your order number + a clear photo of the issue.

  • You can reach us via:

If the damage is confirmed, we will:

  • Replace the plant, or

  • Replace the damaged item

If the issue is minor (for example, a slightly tilted plant), we may guide you on how to fix it easily at home.

Please note:

  • Flowers naturally fade as part of their life cycle. A slightly damaged flower does not qualify as delivery damage.

  • Delivery fees are non-refundable once the service is completed.

If the issue is reported after the delivery agent leaves, we will still help, it may just take slightly longer to resolve.

Refunds

We offer refunds:

  • At the door (you may refuse the item upon delivery).

  • Within 48 hours of receiving your order if you decide you do not want it.

Refund method:

  • Online payments → refunded to your card.

  • Cash on delivery → refunded via Instapay.

Refund processing time: up to 14 days depending on your bank.

Delivery fees are non-refundable once delivery is completed.

Plant Settling & Adjustment

Plants may experience normal settling after transport.

This can include:

  • A yellowing leaf

  • A leaf dropping

  • Temporary droopiness

  • Minor stress signs

This is completely normal for living plants adjusting to a new space.

If your plant looks stressed:

  • Message us first.

  • We may guide you for a few days or up to two weeks.

  • Sensitive plants may need time to bounce back.

If the plant continues to decline despite following our care guidance, we will replace it.

We stand by our plants but we also respect that they are living organisms.

Exchanges (Change of Mind)

Changed your mind? No problem.

You can request an exchange within 14 days of receiving your order.

Conditions:

  • The plant must be in good condition.

  • It cannot be severely neglected, repotted, or physically damaged.

  • The pot must not be broken.

If the exchange is due to:

  • Personal preference → Customer covers shipping fees.

  • Our mistake (wrong item sent, damaged on arrival) → We cover shipping.

We do not offer store credit. Exchanges are handled directly.

Non-Refundable Items

For hygiene and handling reasons:

  • Opened soil bags

  • Opened fertilizers

These items cannot be refunded once opened.

We’re On Your Side

We’re a team that genuinely cares.

We inspect every plant.
We repot with fresh soil.
We answer your messages.
We want your plant to thrive.

If something doesn’t feel right, please reach out.

We would much rather solve a problem than lose your trust.