Return and Refund Policy

Refund + Return Policy

Our return policy works as followed:

If you are not satisfied with you plants please call House of Kojo IMMEDIATELY after opening your shipment.  All claims regarding plants quality must be reported by phone and email within 24 hours of receipt of product.  Digital pictures of ALL the plants  you are claiming, as well as the box and all box labels, are required.  Pictures should include a close up of the product, as well as a more panoramic or larger view of the product showing the plants in question.  Claims made after 24 hours of receipt of product will NOT be accepted.  We may ask for return of the plants to process your claim. 

Complaints will not be accepted for issues relating to the stems of plants unless in exceptional circumstances. Our guarantee only covers damage to the plants head in question. Complaints concerning part of the order supplied cannot be a cause for rejecting the entire order.  We make every effort to provide the exact flower you order.  If in the rare event that high demand, crop failures or poor weather conditions prevent the availability of an exact plant, we may substitute other similar flower varieties.  Although our system has confirmed your order in dealing with agricultural products and international deliveries there is always a possibility an order may not be filled.  House of Kojo will only credit the amount of the undelivered order and will not be held liable for any inconveniences arising from these events.

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. 

If you need to file a claim, please call us immediately on 0191 3401009 AND send an email to info@houseofkojo.com 

Below is how our refund policy works:  

If you do want to return an item bought from us, you do need to call us above, and then you can send the item back to us, at your cost, and once the item is recieved back to us at your cost, we will then be in touch regarding a refund. 

Missing Plants

In the event that part of your order is missing, notify us immediately by phone and 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 per the pricing on the order. House of Kojo will not be responsible for replacing missing items from your local suppliers.

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.