Return information

Under the distance selling law you normally have 14 days withdrawal period as a consumer. However, a statutory exception applies to living plants. Below we clearly explain our return policy.

Right of withdrawal and living plants

Pursuant to Art. 7:46(2)(d) of the Dutch Civil Code (goods that can spoil or age quickly) the right of withdrawal for living plants is fully excluded. Plants are perishable, living products whose shelf life, health and growth are irreversibly affected once the packaging is opened, the plant is unpacked or planted. For this reason we never take plants back.

This applies to all living plants: trees, shrubs, roses, climbers, heather and bare-root woodland plants.

What can you return?

Non-living products fall under the 14-day right of withdrawal, provided they are not used or custom-made:

• Physical gift cards (if not activated or used).
• Non-living accessories, if unused and in original packaging.

Gift cards are excluded from withdrawal after the card has been activated or the code used.

Damage or loss during transport

If a delivered plant does not arrive as agreed or damage or loss occurred during transport, report this within 2 working days of receipt to administratie@hsmn.nl with a photo. The statutory transport protection remains fully applicable: the risk only passes to you once the product has been handed over to you. In case of damage or loss during transport, we take care of handling.

Conformity and warranty

We deliver healthy, well-rooted plants. If a plant does not conform to the agreement upon delivery (defect), you may report this within the statutory limitation period of 2 years to administratie@hsmn.nl. We then offer an appropriate solution, such as delivery of a replacement product or — if reasonable — cancellation and refund. Failure to establish or growth damage after delivery due to an unsuitable location or care is not covered by the warranty.

How do you report damage or a defect?

• Send an email to administratie@hsmn.nl within 2 working days of receipt.
• State your order number and a brief description of the problem.
• Attach a clear photo of the damage or defect.
• We will contact you within 1–2 working days for an appropriate solution.

Questions?

Do you have questions about our return policy? Feel free to contact us at administratie@hsmn.nl or +31 (0)6 57819705. We are happy to help.