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 ensure the safe and healthy arrival of your plants.
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.
Please be aware that compensation cannot be guaranteed if contacting outside of the 7 day 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 where customers have re-potted or pruned plants.
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 also 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 on undamaged items. We also monitor the frequency of returns made by customers and continued returns will be flagged. At our discretion this may lead to the closure of your account and 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 replace the item, stock permitting, or otherwise reimburse the full value of the missing item(s).
Payment and Cancellations
Card payments are charged at the moment of placing the order. Cancellations will be credited back to the charged card. Any cancellation may be subject to a processing fee of 5% of your total bill. No cancellations can be accepted if an order is already in fulfilment.
