Returns & Refunds

Changed your mind, or something isn't right with your order? Here is what you can return, how to do it, and how you'll get your money back as store credit or a refund.

1. Returns at a glance

Situation	Time limit	Return shipping	Outcome
Changed your mind (unused, unopened item)	15 days from delivery	May be deducted	Store credit, or a refund on request
Damaged, defective or wrong item	48 hours from delivery	Free	Your choice: replacement, store credit or refund
Missing item	48 hours from delivery	Not needed	We send it, or give store credit or a refund
Seeds didn't germinate	30 days from sowing	Not needed	Free replacement (germination guarantee)

2. What can be returned

You can request a return within 15 days of receiving your order if the item is:

• Unused and unopened, in the same condition you received it
• In its original packaging, with all tags and seals intact
• Accompanied by your order number or proof of purchase

Not returnable

• Live plants, including potted and indoor plants (if they arrive damaged, see damaged items)
• Seeds that have been opened, sown or planted
• Opened soil, fertilizer, pesticide and other chemical products, for safety and hygiene
• Items bought under a special promotional offer, such as free-gift bundles or limited-time promo-code deals
• Gift cards and custom or personalised products

3. Returns by product type

Product	Change of mind (15 days)	Arrived damaged or wrong (48 hours)
Seeds	Yes, if the packet is unopened	Yes
Live plants	No	Yes, replacement, store credit or refund
Soil, compost & potting media	Yes, if the bag is sealed	Yes
Fertilizers, nutrients & pesticides	Yes, if sealed and unused	Yes, including leaking packs
Tools, trays, pots & grow bags	Yes, if unused in original packaging	Yes (defects: 15 days, see Guarantees)
Seed sets, kits & bundles	Yes, if the whole set is unopened	Yes

If you're unsure whether your item qualifies, ask us before sending it back.

4. How to return an item

1. Contact us within 15 days of delivery on WhatsApp 0300-0300699 or email hello@apnaugao.com, with your order number and the item(s) you want to return.
2. Wait for approval. We'll confirm whether the item qualifies and send you return instructions.
3. Pack the item securely in its original packaging and write your order number on or inside the parcel.
4. Send it back as instructed and share the tracking number with us.
5. We inspect it once it arrives and issue your store credit or refund (see Store credit & refunds).

5. Damaged, defective, wrong or missing items

Please inspect your order on delivery. If anything arrives damaged, defective, incorrect or missing, contact us within 48 hours of delivery with:

• Your order number
• Clear photos (or a short video) of the item, the packaging and the shipping label
• A short description of the problem

You choose a replacement, store credit or refund. Damaged or incorrect items don't need to meet the normal return conditions (such as unopened packaging), and you won't pay return shipping. For low-value items, photos are often enough and you won't need to send anything back.

6. Return shipping costs

• Our mistake (damaged, defective or wrong item): return shipping is free.
• Change of mind: the return shipping cost may be deducted from your store credit or refund.
• There is no restocking fee.

7. Store credit & refunds

Once your return arrives, we inspect it and let you know whether it's approved.

Situation	What you get
Change-of-mind return	Store credit by default, or a refund if you prefer. Just tell us when you request the return
Damaged, defective, wrong or missing item	Your choice: replacement, store credit or refund

Store credit

• Issued as soon as your return is approved, for the full value of the returned items, as a store credit code sent to you by WhatsApp or email.
• Use it on any future order at apnaugao.com, on any product.

Refunds

How you paid	How you're refunded	Time
Card, bank transfer, JazzCash or Easypaisa	To your original payment method	5–7 business days after approval
Cash on Delivery	By bank transfer, JazzCash or Easypaisa to an account in the name and phone number on the order	5–7 business days after approval

For your security, we don't send refunds to third-party accounts. Your bank or wallet provider may take a little longer to show the refund. For cancelled orders and advance payments, see Payment Conditions.

8. Exchanges

We don't offer direct exchanges. To get a different item, return the original (if eligible) and place a new order once your return is approved. For a damaged or wrong item, we'll simply send the correct replacement.

9. Common questions

Can I return seeds I've opened but not sown?

No. Once a seed packet is opened, we can't resell it or guarantee how it was stored, so only unopened packets can be returned. If seeds you sowed didn't germinate, our germination guarantee covers you instead.

Why is store credit the default for change-of-mind returns?

Store credit reaches you straight away, with no waiting for bank transfers, and helps us keep prices low. If you'd rather have your money back, just ask for a refund when you request the return.

My plant arrived damaged. Can I get a refund?

Yes. Send us photos within 48 hours of delivery and choose a replacement, store credit or a refund. Live plants can't be returned for a change of mind.

Can I return part of my order?

Yes. Each eligible item can be returned on its own. Seed sets and bundles must be returned complete and unopened.

I bought something with a promo code. Can I return it?

Items bought under special promotional offers, such as free-gift bundles or limited-time promo-code deals, can't be returned unless they arrive damaged or wrong.

More answers on our Help & FAQs page.