Order Related Policy

NewnessPlant — Order, Cancellation, Refund & Replacement Policy

Last Updated: 26 October 2026

Welcome to NewnessPlant!

This policy explains how we handle customer orders, cancellations, payment issues, refunds, wallet credits, damaged plants, incorrect products, missing items and delivery-related concerns.

Our goal is to provide a transparent and fair shopping experience for every customer.

1. Order Confirmation

Once an order is successfully placed, customers can view the order details through the NewnessPlant app.

An order confirmation indicates that the order has been received by our system.

Orders may be placed using available online payment methods or Cash on Delivery (COD), subject to checkout eligibility.

COD orders do not require successful online payment before processing.

All orders remain subject to product availability, delivery serviceability and applicable verification requirements.

2. Order Processing

Live plants require careful preparation and protective packaging before dispatch.

Processing time may vary depending on plant availability, order volume, packaging requirements and courier pickup schedules.

Customers can check their available order status through My Orders in the NewnessPlant app.

3. Order Modification

Customers should carefully review their product selection, quantity, delivery address and contact number before confirming an order.

If a modification is required, please contact NewnessPlant support as soon as possible.

Changes are subject to the order processing stage and operational feasibility.

Modifications may not be possible after dispatch.

4. Order Cancellation

Customers may request cancellation by contacting NewnessPlant support.

Cancellation eligibility depends on the order status and applicable circumstances.

Orders that have already been dispatched may not qualify for ordinary cancellation because live plants are perishable products.

This restriction does not affect applicable statutory consumer rights relating to defective, damaged, incorrect or otherwise non-conforming products.

5. Prepaid Order Cancellation & Refund

If an eligible prepaid order is cancelled, the applicable refund will be processed in accordance with the cancellation policy and applicable law.

Where supported, an eligible cancellation amount may be credited to the customer's NewnessPlant wallet.

Customers retain any legally applicable right to receive a refund through an appropriate payment method.

Wallet credit will not be imposed in place of a legally required refund without valid customer agreement.

6. NewnessPlant Wallet

The NewnessPlant app includes a wallet feature for supported customer transactions.

Wallet credits may arise from eligible cancellations, promotional benefits or authorized customer service adjustments.

Eligible wallet balance may be used for purchases where wallet payment is supported.

Promotional wallet credits may be subject to separate offer conditions.

The treatment of refundable customer funds and promotional credits may differ according to applicable law and the relevant transaction terms.

7. Failed or Incomplete Payments

If an online payment fails and the order is not confirmed, customers should check their payment transaction status before making another payment.

If money has been deducted but the order is not confirmed, please contact customer support with the relevant transaction details.

Any applicable reversal or refund will be processed according to the payment provider's procedures and legal requirements.

8. Cash on Delivery (COD)

Cash on Delivery is available for eligible orders and serviceable locations.

COD availability may depend on the delivery PIN code, courier serviceability and customer order history.

NewnessPlant may restrict COD for customers with previous failed, refused or returned COD deliveries, subject to applicable policies and law.

Available payment options will be displayed at checkout.

9. Shipping & Courier Delivery

NewnessPlant currently works with Ekart Logistics for eligible order shipments.

Shipping charges and available delivery options are displayed during checkout.

Customers can check available courier updates through My Orders.

Delivery estimates depend on location, courier operations and other logistical conditions.

10. Damaged Plant on Arrival

If a plant arrives damaged, customers should report the issue promptly through NewnessPlant support.

Please provide:

• Order number
• Clear photographs of the damaged plant
• Photographs of the outer packaging
• Shipping label photograph
• Brief description of the damage

Our team will review the available evidence and circumstances of the claim.

Eligible claims may receive a replacement, refund or another appropriate remedy in accordance with applicable policy and law.

11. Wrong Plant or Incorrect Product

If a customer receives a different plant variety or incorrect product, they should contact support promptly.

Please provide the order number and clear photographs of the received product.

NewnessPlant will review the complaint and arrange an appropriate resolution for eligible claims.

12. Missing Product

If one or more ordered products are missing from the delivered package, customers should contact support with:

• Order number
• Photographs of the received products
• Photographs of the outer packaging
• Shipping label details
• Description of the missing items

Eligible missing-item complaints will be reviewed and resolved according to the applicable policy and customer rights.

13. Natural Plant Variations

Plants are living products and may naturally differ from their product photographs.

Differences in height, leaf count, shape, colour or growth stage may occur.

Minor natural variations do not automatically indicate a defective product.

However, customers remain entitled to applicable remedies for materially damaged, defective, misdescribed or incorrectly supplied products.

14. Returns of Live Plants

Live plants are perishable products that require special care during transportation.

Ordinary change-of-mind returns may be restricted according to the applicable return policy.

This does not remove consumer rights relating to damaged, defective, incorrect or otherwise non-conforming products.

Customers should contact NewnessPlant support before attempting to return a live plant.

15. Replacement Orders

Where a replacement is approved, NewnessPlant may arrange shipment of an eligible replacement product.

Replacement arrangements depend on the nature of the complaint, product availability, delivery serviceability and applicable customer rights.

Customers will be informed of the relevant resolution and any necessary next steps.

16. Delivery Attempt Failed

If a courier reports an unsuccessful delivery attempt, customers should review their tracking information.

If the customer believes no delivery attempt occurred, they should contact NewnessPlant support with their order and tracking details.

We will review the available courier information and raise an enquiry where appropriate.

17. Return to Origin (RTO)

A shipment may be returned to the sender when delivery cannot be completed.

Possible reasons include incorrect address information, customer unavailability, refusal of delivery or courier-related issues.

NewnessPlant may review delivery history before approving future COD orders.

Customers may dispute an incorrect delivery failure or return status through support.

18. Delivered but Not Received

If an order is marked as delivered but the customer has not received the package, they should contact NewnessPlant support promptly.

Customers may first check whether a family member or authorized recipient accepted the delivery.

NewnessPlant will review available delivery records and coordinate with the courier partner where appropriate.

An incorrect delivered status does not automatically remove the customer's applicable rights.

19. Delayed or Lost Orders

If a shipment is delayed, missing or cannot be located, customers should check available tracking information and contact support.

NewnessPlant will review the order and available courier information.

Any applicable replacement, refund or other remedy will be determined according to the circumstances and applicable law.

20. Refund Processing

Approved refunds will be processed through an appropriate supported method in accordance with applicable law.

Processing time may vary depending on the payment provider, bank and transaction type.

Customers can contact support for assistance with eligible refunds.

21. Coupons, Cashback & Promotional Credits

Coupons, discounts, cashback and welcome bonuses are subject to their applicable promotional terms.

Offer eligibility, redemption restrictions and usage limits may vary.

If an order is cancelled or refunded, associated promotional benefits may be adjusted according to the relevant offer conditions and applicable law.

22. Customer Responsibilities

Customers are requested to:

• Provide accurate delivery information.
• Use an active mobile number.
• Review products and quantities before ordering.
• Keep their contact number reachable for delivery.
• Report delivery problems promptly.
• Provide relevant information when raising complaints.
• Follow appropriate plant care instructions after delivery.

23. Customer Complaint Review

NewnessPlant aims to review customer complaints fairly.

Depending on the issue, the review may involve order records, photographs, courier tracking information and payment transaction details.

Customers may be asked for additional relevant information when necessary.

The outcome will depend on the facts of the complaint, applicable policy and legal requirements.

24. Consumer Rights

Nothing in this policy limits rights or remedies available to customers under applicable Indian consumer protection law.

Where a statutory remedy applies, it will take precedence over any conflicting restriction in this policy.

25. Customer Support

For order-related assistance, customers can contact NewnessPlant through the official support options available in the app or on our website.

Please provide your order number and a clear description of the issue.

Official Website: https://newnessplant.com

26. Policy Updates

NewnessPlant may update this policy to reflect changes in its order management, courier operations, payment systems or applicable legal requirements.

Material changes will be communicated where legally required.

NewnessPlant — Bringing Nature Closer to You.

Thank you for shopping with NewnessPlant!