Last Updated: June 20, 2026
Overview
At Tendai Plants and Design, customer satisfaction is important to us. This Refund and Returns Policy outlines the conditions under which returns, replacements, and refunds may be requested for products and services purchased from us.
Plants and Live Products
Due to the perishable and living nature of plants, all plant sales are generally considered final.
However, if a plant arrives damaged, unhealthy, or incorrect, customers must notify us within 48 hours of delivery by providing clear photographs and details of the issue.
Upon verification, we may offer:
- A replacement plant
- Store credit
- A partial or full refund, where applicable
Pots and Accessories
Non-customized pots and accessories may be eligible for return if:
- The item is unused
- The item is in its original condition
- The return request is made within 7 days of delivery
- The item is returned in its original packaging where applicable
Customers are responsible for return shipping costs unless the item received was incorrect or defective.
Custom and Bespoke Products
Custom-made pots, bespoke planters, personalized products, and special-order items cannot be returned or refunded once production has commenced.
Landscaping and Design Services
Consultation fees, design services, landscaping works, plant styling services, and maintenance services are non-refundable once work has begun.
If a project is cancelled before work commences, any refund issued will be subject to costs already incurred for planning, procurement, administration, or site visits.
Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
Please include:
- Your order details
- A description of the issue
- Clear photographs showing the problem
We will review the claim and provide an appropriate resolution.
Refund Process
Where a refund is approved, refunds will be processed using the original payment method whenever possible.
Refund processing times may vary depending on the payment provider or financial institution involved.
Non-Refundable Items
The following items and services are not eligible for refunds:
- Healthy live plants after delivery and acceptance
- Custom-made pots and planters
- Bespoke design services
- Landscaping services already performed
- Maintenance services already provided
- Special-order products
- Products damaged through misuse, neglect, or improper care
Order Cancellations
Orders may be cancelled before processing or procurement begins.
Once plants, materials, or products have been sourced, prepared, or dispatched, cancellation requests may not be eligible for a refund.
Changes to This Policy
Tendai Plants and Design reserves the right to update this Refund and Returns Policy at any time. Any updates will be posted on this page with a revised effective date.
Contact Us
If you have any questions regarding returns, replacements, or refunds, please contact us:
Tendai Plants and Design
Phone: +254 798 985515
Email: sales@tendaiplants.co.ke
Address: Karen, Nandi Road Off Ngong Road, Nairobi, Kenya