Return & Refund Policy

Last updated July 18, 2026

At Deli Lily, we take pride in the health and quality of every plant we send out. We understand that plants are living, perishable items, and we want you to be fully satisfied with your purchase. This policy outlines your rights and our procedures for returns, replacements, and refunds.

1. Return Eligibility

You may request a return or replacement if:

• The plant arrived visibly damaged, diseased, or significantly different from the product description on our website.
• You received the wrong item or an incorrect quantity.
• The plant is in the same condition as when it was delivered — not repotted, pruned, or otherwise altered by the customer.

Return window: You must notify us and provide clear photographic evidence within 48 hours of receiving your order. Any claims made after this window will not be accepted.

2. Non-Returnable Items

The following are not eligible for return, refund, or replacement:

• Items purchased on clearance or promotional sale (unless delivered dead on arrival).
• Custom or made-to-order arrangements, specialty plants sourced specifically for you, or any item specifically labelled as "custom order" at the time of purchase.
• Plants showing signs of neglect after delivery, including but not limited to underwatering, overwatering, exposure to extreme temperatures, improper placement, or damage caused by pets or children.
• Any plant that has been repotted, pruned, or otherwise altered from its delivered state.

3. How to Initiate a Return

1. Contact us immediately — Email business@delilily.com within 48 hours of delivery.
2. Provide evidence— Attach clear, well-lit photographs showing the condition of the plant and any damage or issue. Photos must be taken immediately upon unpacking.
3. Wait for our assessment— Our team will review your submission within 1–2 business days. We may request additional photos or arrange a brief inspection.
4. Resolution— If your claim is approved, we will coordinate a resolution with you.

4. Refund & Replacement Options

Once your return claim is approved, we will agree with you on one of the following resolution options:

• Replacement— We will deliver a replacement plant of the same species and size at no additional charge, subject to availability. If the exact item is out of stock, you may choose an alternative of equivalent value or wait for the next batch.
• Full refund— A refund to your original payment method. Refunds are typically processed within 5–10 business days depending on your bank or payment provider.

The resolution method (replacement or refund) will be mutually agreed between the customer and Deli Lily on a case-by-case basis.

5. Delivery-Related Issues

If your delivery is delayed beyond the estimated time communicated to you at the time of order, please contact us. We will work with our delivery partners to resolve the issue. If a delay results in the plant arriving in poor condition, the standard return procedure (Section 3) applies.

Deli Lily is not responsible for delivery delays caused by force majeure events, including but not limited to natural disasters, severe weather, road closures, or civil unrest.

6. Cancellations

You may cancel your order at no charge before it has been dispatched. Once the order has left our nursery, the standard return policy (Sections 1–4) applies. To cancel, email us at business@delilily.com with your order details as soon as possible.

7. Contact Us

For all return, refund, or cancellation inquiries, please contact us:

• Email: business@delilily.com
• Phone: +94 78 206 0355

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