Return and Refund Policy

Live Arrival Guarantee

All of the plants at House of Kojo are sold with our live arrival guarantee, which guarantees the health of every plant that we deliver. Our team of passionate plant people takes pride and care in protecting each plant to ensure their safe arrival.

Should you encounter any issues with an order, simply contact our customer support team at info@houseofkojo.com within 7 days of receiving your order. To streamline the process please provide your order number, full name and several clear photos of the damaged plant.

If the plant is damaged and you wish to return it, we will collect the plant at our cost, and issue a full refund. Please note this can take up to 7 days to appear in your bank account. 

Please be aware that refunds will not be processed after the guarantee period. This is because we can not guarantee the care and environment the plant has been kept in. Repotting your plant within this time frame will also void our guarantee.

Remember: plants are a product of Nature. Therefore, they will always exhibit natural variations in colours, shapes and even spots. Our guarantee does not cover these natural variations and imperfections. 

House of Kojo will not be responsible for products mishandled by customers.  It is the customer's responsibility to know how to properly care for the products they are ordering. 

House of Kojo cannot accept claims or returns of plants where customers have re-potted, removed from their original pots or pruned.

House of Kojo cannot be responsible for quality of plants in the event of a missed delivery by the customer or by contact details or addresses entered incorrectly during the ordering process. Our guarantee does not cover parcels that have been left in an outdoor setting by DPD at the customers request. 

Due to the perishable nature of the goods House of Kojo cannot issue refunds on plants returned to us due to multiple missed deliveries or non collection from DPD Pickup Shops. 

Repeated Returns

We offer a return and refund policy, we also monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may at our discretion lead to the closure of your account of future orders being refused.

Missing Plants 

In the event that part of your order is missing, notify us immediately by email. House of Kojo will check to verify the packing of your box. If there is a discrepancy, House of Kojo will reimburse the customer the value of the missing items or replace the item. 

Payment and Cancellations

Card payments are charged at the moment of placing the order. Approved claims will be credited back to the charge card after the complaint is settled. Any cancellation may be subject to a processing fee of 20% of your total bill.  No cancellations will be accepted 5 days prior to your delivery date.  At that time orders will already be scheduled with the auctions and growers and will not be available for sale to other customers.