Last Updated: September 2026
At MedicinalLive, we take care to select, nurture, prepare and pack our plants and products before dispatch. As many of our products are living plants, they are subject to natural changes during transportation and handling.
This policy explains the conditions and procedures applicable to cancellations, returns, replacements and refunds.
1. Order Cancellation
If you wish to cancel an order, please contact MedicinalLive as soon as possible after placing the order.
An order may be cancelled if it has not yet been processed, packed or dispatched.
Once an order has been dispatched, cancellation may no longer be possible.
If an eligible cancellation is approved, the applicable refund will be processed through the original payment method or payment gateway, subject to the applicable conditions.
2. Out-of-Stock or Rare Plants
Some plants available through MedicinalLive may be rare, seasonal or available in limited quantities.
If an ordered plant is unavailable or requires additional time for preparation, MedicinalLive may hold the order for up to 21 working days, where appropriate.
If the customer does not wish to wait and requests cancellation because the product remains unavailable, the applicable refund will be processed within 7 working days after the cancellation is approved.
3. Returns of Live Plants
Because live plants are living and perishable products, we generally do not accept returns simply because a customer has changed their mind or no longer requires the plant.
A return or replacement may be considered when a plant is received in a severely damaged condition, the wrong product has been supplied, or another issue is verified by MedicinalLive.
Please do not send any product back without contacting MedicinalLive and receiving return instructions.
4. Damaged Plants on Delivery
If a plant arrives severely damaged, broken or in a condition that makes it unsuitable for planting, please contact us as soon as possible after delivery.
Please provide:
- Order number
- Customer name
- Product name
- Clear photographs of the plant
- Clear photographs of the packaging
- A description of the issue
Our team will review the information and determine the appropriate resolution.
Depending on the circumstances, MedicinalLive may provide a replacement, refund or another suitable resolution.
5. Natural Plant Variations
Live plants naturally vary in appearance and growth.
Minor differences in:
- Plant height
- Leaf size
- Number of leaves
- Leaf colour
- Branching
- Shape
- Growth stage
- Overall appearance
are normal and should be expected.
Plant sizes are mentioned on the relevant product page wherever applicable, but the actual plant received may vary slightly.
Minor variations in plant size or appearance are not grounds for a refund or replacement.
6. Transit-Related Plant Stress
Plants may experience temporary stress during transportation due to heat, cold, humidity, handling, duration of transit or other environmental conditions.
This may result in temporary:
- Wilting
- Leaf shedding
- Leaf discolouration
- Drying
- Bending
- Other natural signs of transportation stress
MedicinalLive takes reasonable care when packing plants, but environmental conditions during transportation are outside our direct control.
Temporary plant stress does not automatically qualify for a refund or replacement.
Customers should unpack the plant carefully after delivery and provide appropriate care according to the recommended plant-care instructions.
7. Wrong Product Received
If you receive a product that is different from the product you ordered, please contact MedicinalLive with your order details and clear photographs of the product received.
After verification, we may arrange an appropriate replacement or refund.
8. Missing Products
If an item included in your order is missing, please contact us with your order number and details of the missing product.
We will verify the order and determine the appropriate resolution.
9. Failed Delivery
Customers are responsible for providing accurate delivery information and being available to receive their orders.
A refund will generally not be provided where delivery fails because of circumstances such as:
- Incorrect address
- Incomplete address
- Incorrect PIN code
- Incorrect or unreachable contact number
- Customer not being available
- Refusal to accept the shipment
- Repeated failed delivery attempts
- Address not being serviceable
Orders marked by the courier as “Address Not Found,” “Delivery Attempted” or similar failed-delivery statuses may not qualify for a refund.
If re-delivery is possible, additional shipping charges may apply.
10. Non-Returnable Situations
Returns, replacements or refunds may not be provided for:
- Change of mind after purchase
- Incorrect product selection by the customer
- Minor natural variations in plant size or appearance
- Minor leaf loss or temporary wilting
- Temporary plant stress caused by transportation
- Environmental conditions during transit
- Damage caused after delivery due to improper handling or care
- Failure to follow recommended plant-care instructions
- Incorrect or incomplete delivery information
- Failed delivery attempts
- Refusal to accept delivery
- Products returned without prior approval
11. Refund Eligibility
A refund may be considered in circumstances including:
- Eligible cancellation before dispatch
- Product unavailability where the customer chooses cancellation
- Incorrect product supplied by MedicinalLive
- Missing product where replacement is not possible
- Severe product damage verified by MedicinalLive
- Other circumstances specifically approved by MedicinalLive
All refund requests are subject to verification and the terms of this policy.
12. Refund Processing
Where a refund is approved, it will generally be processed through the original payment method or payment gateway used for the order.
Approved refunds will normally be initiated within 7 working days.
The time taken for the refunded amount to appear in the customer’s bank account or payment account may vary depending on the payment provider or financial institution.
No interest will be payable on refunded amounts.
13. Replacement
Where a replacement is approved, MedicinalLive will arrange a replacement subject to product availability.
If the same plant or product is unavailable, MedicinalLive may offer an alternative resolution, such as a refund or other suitable arrangement.
Replacement availability is subject to stock and delivery serviceability.
14. Shipping Charges for Returns or Replacements
Where a return or replacement is requested because of a customer-related reason, applicable shipping or re-delivery charges may be payable by the customer.
Where the issue is verified as an error attributable to MedicinalLive, the applicable shipping resolution will be determined based on the circumstances.
15. How to Request a Refund or Replacement
To report an issue with your order, please contact MedicinalLive through our Contact Us page or available customer support channels.
Please provide:
- Order number
- Name used for the order
- Contact information
- Product name
- Description of the issue
- Clear photographs or videos where relevant
Our team will review the request and communicate the next steps.
16. Verification of Claims
MedicinalLive may request photographs, videos, packaging images, delivery information or other relevant details before approving a replacement or refund.
This information helps us verify the condition of the product and determine an appropriate resolution.
17. International Orders
MedicinalLive currently does not provide standard international product orders through the website.
Where an international order is specifically arranged directly with MedicinalLive, refunds, cancellations and other arrangements will be considered according to the specific order terms and applicable requirements.
Any customs duty, import duty, VAT, local tax or other destination-country charges are the responsibility of the customer unless otherwise agreed in writing.
18. Policy Changes
MedicinalLive may update this Returns, Refunds & Cancellation Policy from time to time to reflect changes in our products, services, procedures or applicable requirements.
Any updated version will be published on this page with the revised “Last Updated” date.
Contact Us
For questions regarding cancellations, returns, replacements or refunds, please contact MedicinalLive through our Contact Us page or available customer support channels.
MedicinalLive
Kelamangala–Hosur, Tamil Nadu, India
We will review each eligible request based on the circumstances of the order and the terms of this policy.