This Refund and Returns Policy outlines the terms and conditions for returns, refunds, and exchanges for purchases made via www.botanicbaskets.com. This website and the botanicbaskets brand are owned and operated by TUMBLEWEED PLANTS RETAIL HOLDINGS PTE. LTD.
This policy is structured to comply with the relevant consumer protection frameworks of Singapore and the European Union.
1. Order Processing and Logistics
We process and dispatch orders from our Singapore facility.
Dispatch Timeframe: Orders are typically processed and dispatched within 1 to 2 working days following order confirmation.
Delivery Timeframe: We partner with standard logistical carriers, including the Priority services of DHL, FedEx, and UPS. The expected transit time to European destinations is 8 to 12 working days.
Tracking: Automated transit updates will be sent to the email address provided at checkout during key logistical stages (including dispatch, arrival at sorting facilities, and local delivery).
Delayed Deliveries: Should an order exceed the anticipated delivery window, we will open a formal investigation with the respective carrier. Based on the findings of this investigation, we will resolve the matter by issuing a full refund or dispatching a replacement order.
2. European Union Right of Withdrawal (14 Days)
In accordance with European consumer protection legislation, customers located within the EU possess the Right of Withdrawal.
Withdrawal Period: You have the right to withdraw from your purchase agreement without providing a reason within 14 days from the date you, or a designated third party (other than the carrier), take physical possession of the goods.
Notification: To exercise this right, you must inform us of your decision to withdraw from the contract through an unequivocal statement sent via email to flower@botanicbaskets.com.
Return of Goods: You must send back the goods to our Singapore return address without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal to us.
Please note: Customers exercising their Right of Withdrawal are responsible for bearing the direct costs of returning the goods to our facility in Singapore. The items must be returned in their original condition.
3. Defective or Damaged Items
We hold our woven basket pots to strict quality standards. If you receive an item that is flawed or damaged during transit, please follow the procedure below:
Notification: Contact our support team via email at flower@botanicbaskets.com promptly upon receiving the item.
Evidence Required: You must provide clear photographic evidence of the damage or flaw within the email.
Resolution: Upon verification of the photographic evidence, we will process a full refund or dispatch a replacement item. You are not required to return the physical damaged item to our facility.
4. Refund Processing and Payment Methods
All approved refunds will be processed and credited back to the original payment method used during the initial transaction.
Supported Payment Methods: We process transactions and subsequent refunds strictly via Visa, Mastercard, and American Express.
Timeline: Refunds for exercised Right of Withdrawal will be processed without undue delay, and no later than 14 days from the day we receive the returned goods, or the day you provide evidence of having sent back the goods, whichever is earlier. Refunds for verified damaged items will be initiated upon confirmation of the photographic evidence.
Please allow standard processing times for your respective bank or credit card issuer to post the refunded amount to your statement.
5. Corporate Contact Information
For any formal notifications, return requests, or inquiries regarding this policy, please direct correspondence to our registered corporate details:
