Returns & Refunds

Last updated: 17-11-2025

Thank you for shopping at Mynvi. We aim to provide healthy plants and quality products across the UK. If you experience any issue with your order, please review our Returns & Refunds Policy below.

1. Perishable Products (Plants)

Most of our items are live plants, which are classed as perishable goods under UK law.
Because of this:

  • Returns for plants are not accepted for “change of mind”.
  • We only offer returns/refunds if the plant arrives damaged, unhealthy, incorrect, or dead.

Our goal is to ensure you are satisfied, and we handle all complaints fairly.

2. Reporting an Issue

If your item arrives damaged, unhealthy, or incorrect, you must contact us:

Within 24–48 hours of delivery
Email: services@mynvi.uk
Please include:

  • Your order number
  • Clear photos of the plant/item
  • Photos of the packaging, if damaged

This helps us investigate with our suppliers and couriers.

3. Refund Eligibility

We will offer a refund or replacement if:

  • The plant arrives damaged or dead
  • You received the wrong product
  • An item is missing from your delivery
  • The product is faulty (for non-plant items)

We may not approve a refund if:

  • The plant was not cared for properly after arrival
  • You reported the issue after 48 hours
  • The plant died due to incorrect watering or conditions
  • The plant was damaged due to mishandling after delivery
  • You changed your mind after receiving the plant

4. Cancellations (Before Dispatch)

You can cancel your order before it is shipped and receive a full refund.
Once your order is dispatched, cancellation may not be possible due to plants being perishable.

5. Return Shipping

If a return is approved:

  • We will provide instructions on how to return the item (if required).
  • In most cases of plant issues, we do not require the plant to be returned.
  • For non-plant items, the customer may need to return the product in its original condition.

Return shipping costs:

  • If the issue is our fault → Mynvi covers the return cost.
  • If the return is for non-perishable items for other reasons → The customer may pay return shipping.

6. Refund Process

Once we receive your request and photos:

  1. We will review your claim within 2–4 working days.
  2. If approved, a refund or replacement will be issued.
  3. Refunds are processed back to your original payment method.
  4. Processing time: 5–10 business days (depending on bank/payment provider).

7. Items Not Eligible for Return or Refund

  • Plants that deteriorated due to incorrect care
  • Items returned without approval
  • Orders reported after 48 hours
  • Gift cards
  • Sale/discounted items (case-by-case basis)

8. Late or Missing Refunds

If your refund is delayed:

  1. Check your bank statement again
  2. Contact your card provider (processing time may vary)
  3. If you still need help, email us: services@mynvi.uk

We are happy to assist.

9. Contact Us

For all return or refund queries, reach us at:
Email: services@mynvi.uk
Phone: +44 20 7946 1234
Address: 11 Macclesfield Rd, Buxton SK17 9AH, UK