Refund policy

GNEM Return & Refund Policy

At GNEM, every plant is carefully grown and packed with love. Your satisfaction means the world to us, and we want your experience to be as peaceful and fulfilling as nurturing your own plants.

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1. Live Plant Guarantee

All plants are shipped healthy and true to their description. If your plant arrives damaged or unhealthy, please contact us within 30 days of delivery with clear photos of the plant and its packaging.
Depending on availability, we will provide a refund or store credit.

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2. Non-Returnable Items

For the safety and health of live plants, certain items are not eligible for return or refund:

• Plants damaged due to improper care after arrival

• Delays caused by shipping carriers

• Damage caused by extreme weather (heat or cold)

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3. Refund or Replacement

Once your claim is approved, you may choose between a replacement or a refund.
Refunds will be issued within 5–7 business days to your original payment method.

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4. Order Cancellation

Orders may be cancelled within 12 hours of placement if they have not yet been packed or shipped.
Once order processing begins, cancellations are no longer possible.

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5. Wrong or Missing Items

If you receive the wrong or missing item, please contact us within 48 hours of delivery.
We will cover the replacement cost or issue a full refund.

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6. How to Request a Refund

To initiate a return or refund request, please email us at support@gnem.co and include:

• Your order number

• Clear photos of the item and packaging

• A brief description of the issue

Our team will review your request and respond within 1–2 business days.

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7. Contact Us

If you have any questions or need support, please reach out via Live Chat on our website or email us at support@gnem.co