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Returns Policy

Here at LIVELY, we are committed to providing a seamless delivery experience, ensuring the plants you ordered are well and alive. Your happiness in adopting our plants is our main priority.

Please find our Return Policy Guidelines below.

Fill in Return/Exchange Request Form

Please contact our customer service for your return/exchange request with the following information

Name:

Item(s) to Return:

Request: Return/Exchange

Reason:

Also, attach any video/picture to support your request

General Return and Exchange Guidelines:

  1. Please contact our customer service for your return/exchange request
  2. We will process your return/exchange request in 3×24 hours after we have received the request
  3. We have the right to reject/accept any return/exchange requests according to our Return Policy
  4. For Jabodetabek area, pick-up schedule of the items that are to be returned and/or exchanged is as per below:

Wednesday: 08:00 – 17:00
Saturday: 08:00 – 17:00

  1. For outside Jabodetabek area, only exchanging items will be valid after our assessment of the request
  2. All returns and exchanges must be requested within 7 days after receiving the order
  3. All returns will be evaluated and may be subject to a shipping fee. Shipping charges will be subject except in cases where we have made a shipping error

What should I do if I receive the wrong product?

If you received a product different from the one that you ordered, sorry about that! Please contact us at contact our customer service and we’ll be sure to get you the items you ordered!

What items are non-refundable?

  • Items marked as sale
  • Free gifts or promotional items with a retail value

What items are returnable? 

  • Wrong product(s) delivered to you
  • If the plants have died within 3 days after delivery

Return Product Evaluation:

Products will be evaluated for the following:

  • Product, accessories, and original packaging must all be included and in like-new condition
  • Missing accessories and user damage to products or packaging will be assessed for actual repair or replacement value and will be factored into any refund calculation
  • Plants that died before 3 days will have their soil inspected, and ensured if there is any foul play