Returns & Refunds

Help with damaged deliveries, returns and refunds—explained clearly for living products and other goods.

Last updated: 2 November 2026

Terms & conditions · Privacy · Returns & refunds

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Start with the right type of request · Damaged plants, cuttings or incorrect items · Change-of-mind returns · Refund method & timing · Plant care & exclusions · Optional withdrawal message

Start with the right type of request

For damaged, incorrect, missing or undelivered goods, contact info@merlinyes.com with your order number and a short description. Change-of-mind returns follow the separate withdrawal rules below. These are different from rights concerning faulty or misdescribed goods.

Damaged plants, cuttings or incorrect items

Inspect living material promptly after delivery. Please report visible problems preferably within 24 hours and include clear photographs of the item, packaging and shipping label where available. An unboxing video is helpful but is not compulsory. You do not need photographs of soil when your order was supplied without it.

The 24-hour request helps us assess fresh plant material and is not an automatic rejection deadline. We will assess the circumstances and provide the remedy required by applicable consumer law, which may include replacement, a price reduction or a refund. Store credit is optional, not a compulsory substitute for a refund you are entitled to.

Damaged live plants do not normally need to be returned. Contact us before disposing of material so we can assess it and confirm the next steps. For a justified fault or incorrect delivery, necessary return costs are our responsibility.

Change-of-mind returns

Where the statutory right of withdrawal applies, tell us within 14 days after receiving the goods. Send the goods back within 14 days after notifying us. Email is sufficient; you do not have to use particular wording. Contact us for return instructions and the appropriate return address. This coordination does not make a valid withdrawal dependent on our approval.

The legal exception for goods liable to deteriorate or expire rapidly may apply to particular perishable products. It does not automatically make every plant, tree or cutting non-returnable simply because it is living. Where no lawful exception applies, the usual withdrawal right remains available.

You pay the direct cost of a change-of-mind return where applicable. Pack items carefully. You may inspect goods as you would in a shop; handling beyond what is necessary may result in a deduction for diminished value. Original packaging is helpful but is not an absolute condition of statutory withdrawal.

Refund method & timing

For a valid withdrawal, we refund payments, including the standard outbound delivery charge where required, within 14 days of being notified. Any extra amount paid for a premium delivery option need not be refunded. We may wait until we receive the goods or evidence that you sent them back.

Refunds go to the original payment method unless another method is expressly agreed without additional charges. Your payment provider may need additional processing time after we issue a refund. For faulty, incorrect or undelivered goods, refund rights and timing follow the applicable remedy.

Plant care & exclusions

Growing conditions and handling after delivery affect plant health and rooting. Damage caused by unsuitable care is different from a defect present when supplied. Minor transit stress should be assessed in context; we do not promise that every damaged plant will recover.

Discounted or clearance items retain statutory rights. A “final sale” label does not remove protections for faulty or misdescribed goods. No blanket 24-hour, repotting or long-term survival exclusion overrides mandatory consumer rights.

Optional withdrawal message

You can email: “I give notice that I withdraw from my purchase of [items], order [number], ordered on [date] and received on [date]. My name and address are [details]. Date: [date].” Send it to info@merlinyes.com. Do not include payment card details.

Need help? Contact info@merlinyes.com or +39 379 107 9829. Please include your order number when asking about a purchase.