Like plants that sometimes need transplanting to thrive, we understand that occasionally purchases need adjusting. Our return policy balances care for our plants, our customers, and our environment.
At Xlexghthon, we take immense pride in the quality of our plants. Each specimen is carefully selected, nurtured, and inspected before making its journey to your home. We stand behind the health and vitality of every plant we sell, which is why we offer our Plant Promise.
We guarantee that your plants will arrive alive, healthy, and true to their description. If your plant arrives damaged, unhealthy, or significantly different from what was advertised, we'll make it right.
However, as living beings, plants require proper care to thrive. Once a plant is in your care, its continued health depends on appropriate watering, light, and environmental conditions. Our return policy reflects the unique nature of our living products while ensuring you're completely satisfied with your purchase.
Important Note on Plant Size: Plants are living, growing entities. The sizes we list are approximate and represent the plant's size at the time of listing. Minor variations are natural and expected.
If you need to return or exchange a plant, we've designed a simple process to ensure minimal stress to both you and the plant:
If your plant arrives damaged or unhealthy, notify us within 48 hours of delivery. The sooner we know, the better we can help your plant recover.
Email: info@xlexghthon.world
Phone: +64 9 379 4557
Take clear photos showing the problem. For plant health issues, please include images of:
Our plant care specialists will review your case and provide personalized guidance. If a return is approved, you'll receive a Return Authorization (RA) number and specific return instructions.
Depending on your preference and the nature of the issue, we'll arrange for:
For damaged plants, we may request return of the original plant (at our expense) or ask you to repot it and follow recovery instructions.
We've structured our return timeframes to accommodate the unique nature of living plants while ensuring a fair process for all:
Notify us of any damage, health issues, or discrepancies. This allows us to address problems while the plant still has the best chance of recovery.
Return non-plant items (pots, tools, accessories) in original packaging and unused condition after receiving return authorization.
We will process your refund or store credit after receiving and inspecting returned items. Replacements will be shipped as soon as stock is available.
We stand behind the quality of our plants with our Health Guarantee, which varies by plant type to reflect their different natures:
Most of our common houseplants come with a 30-day health guarantee from the date of delivery. This covers inherent health issues but not improper care or environmental conditions.
Examples: Pothos, Snake Plants, ZZ Plants, Spider Plants
Rare or sensitive plants have a 14-day health guarantee, reflecting their more specialized care requirements and sensitivity to environmental changes.
Examples: Calathea, Alocasia, Rare Aroids, Orchids
Desert plants come with a 21-day guarantee. These hardy plants are less likely to show immediate signs of stress but may still have underlying issues that become apparent within this timeframe.
Examples: Echeveria, Haworthia, Barrel Cacti, Euphorbia
Important: Our health guarantee covers inherent plant health issues that were present at the time of shipping but may not have been immediately visible. It does not cover damage from improper care, pests introduced after delivery, or environmental conditions in your home.
When a return is approved, you can choose from the following options:
| Refund Type | Processing Time | Notes |
|---|---|---|
| Original Payment Method | 7-14 business days | Full purchase amount minus original shipping fees |
| Store Credit | 1-2 business days | Full purchase amount including original shipping fees + 10% bonus value |
| Replacement | Ships when back in stock | Same item or equivalent value substitute if unavailable |
Return shipping costs are handled as follows:
For plant returns, we typically arrange pickup or provide specific packaging instructions to ensure the plant's safety during transit.
Before initiating a return for a plant that appears to be struggling, we encourage you to contact our Plant Care Team. Many common issues can be resolved with proper care adjustments.
Our specialists can provide:
Contact our Plant Care Team at info@xlexghthon.world with photos and a description of your concerns.
We're committed to helping your plants thrive, not just replacing them. Many plants can make a full recovery with the right care, which is better for both you and the environment.
As an environmentally conscious company, we aim to minimize waste in our return process:
This approach reflects our commitment to sustainable practices throughout our business operations.
If you have any questions about our return policy or need assistance with a return, our team is here to help:
For the fastest service, please include your order number and photos of the issue when contacting us about returns.
This return policy does not affect your statutory rights under New Zealand's Consumer Guarantees Act 1993. If goods are faulty, you are entitled to a repair, replacement, or refund depending on the nature of the fault and how significant it is.
For more information about your legal rights, visit the New Zealand Consumer Protection website.
This Return Policy was last updated on November 8, 2025.