🌿 Refund & Return Policy — HOH
Effective Date: 1st January 2026 Company: House of Horticulturists (HOH) Website: hohgrowpk.com Email: hohgrowpk@gmail.com Phone: +92 317 3041004 Location: Islamabad, Pakistan
1. Introduction
At House of Horticulturists (HOH), customer satisfaction is our top priority. We take great care in supplying healthy plants, quality products, and professional services. This Refund & Return Policy outlines the conditions under which refunds, replacements, or returns are accepted.
Please read this policy carefully before placing an order or engaging our services.
2. Plants & Living Products
2.1 Damaged or Dead on Arrival
If a plant arrives visibly damaged, dead, or in poor condition due to our packaging or handling, we will:
- Replace the plant free of charge, OR
- Issue a full refund for the affected item
Conditions:
- Customer must report the issue within 24 hours of delivery
- Clear photographs of the damaged plant must be shared via WhatsApp or email
- Claims reported after 24 hours will not be entertained
2.2 Plant Health After Delivery
Once a plant is delivered and accepted by the customer, HOH is not responsible for:
- Plant deterioration due to improper watering or overwatering
- Damage caused by extreme weather or temperature
- Plant death due to incorrect sunlight exposure
- Deterioration caused by use of wrong fertilizers or chemicals
We strongly recommend following the plant care guide provided with every order.
2.3 Natural Variation
Plants are living organisms. Slight variations in size, color, shape, or leaf count from website images are natural and do not qualify for a return or refund.
3. Non-Living Products
3.1 Eligible for Return
The following products are eligible for return within 3 days of delivery:
- Planters and pots — if delivered damaged or broken
- Gardening tools — if delivered defective or non-functional
- Garden accessories — if delivered damaged
Conditions for Return:
- Product must be unused and in original condition
- Original packaging must be intact
- Clear photographs must be shared within 3 days of delivery
- Return shipping cost is the responsibility of the customer unless the item was delivered damaged
3.2 Not Eligible for Return
The following are not eligible for return or refund:
- Used or installed products
- Products damaged after delivery due to customer mishandling
- Custom or specially ordered items
- Sale or discounted items
- Soil, fertilizers, and consumable products once opened
4. Services Refund Policy
4.1 Landscaping & Installation Services
- Once a service has been executed and completed, no refund will be issued
- If HOH fails to deliver the agreed scope of work, the matter will be reviewed and resolved through rework or partial refund at HOH’s discretion
4.2 Advance Payment
- Advance payments made for confirmed projects are non-refundable once material procurement or site work has begun
- If HOH cancels a project before commencement, the full advance will be refunded
4.3 Maintenance Packages
- Monthly maintenance packages are non-refundable once the service cycle has started
- Annual package refunds will be calculated on a pro-rata basis for unused months only
4.4 Rental Plants Services
- Rental deposits are non-refundable
- Early termination of rental agreement will result in forfeiture of the security deposit
5. Refund Process
Once your refund or return request is approved, the following process applies:
Step 01 — Report the Issue Contact us via WhatsApp or email within the eligible time period with photographs and order details.
Step 02 — Review & Approval Our team will review your request within 2 to 3 business days and confirm eligibility.
Step 03 — Resolution Upon approval, we will offer one of the following resolutions:
- Replacement of the product or plant
- Store credit for future purchase
- Refund to original payment method
Step 04 — Refund Timeline Approved refunds will be processed within 5 to 7 business days depending on your payment method.
6. Refund Methods
Payment Method | Refund Method | Timeline |
Bank Transfer | Bank Transfer | 5 to 7 Business Days |
EasyPaisa / JazzCash | EasyPaisa / JazzCash | 3 to 5 Business Days |
Cash on Delivery | Bank Transfer or Mobile Wallet | 5 to 7 Business Days |
Online Payment | Original Payment Method | 5 to 7 Business Days |
7. How to Request a Refund or Return
To initiate a refund or return request, contact us through any of the following:
📞 WhatsApp: +92 317 3041004 ✉ Email: hohgrowpk@gmail.com
Please provide the following information:
- Full name and order number
- Description of the issue
- Clear photographs of the product or plant
- Preferred resolution — replacement or refund
8. Changes to This Policy
HOH reserves the right to update or modify this Refund & Return Policy at any time. Changes will be posted on this page with an updated effective date.
9. Contact Us
If you have any questions about our Refund & Return Policy, please contact us:
House of Horticulturists (HOH) 📍 Islamabad, Pakistan 📞 +92 317 3041004 ✉ hohgrowpk@gmail.com 🌐 hohgrowpk.com
