Refund policy

Return & Exchange Policy

Effective Date: May 2026

At Thuru Store, we carefully select, pack, and deliver healthy plants and gardening products. Since plants are living items and can naturally react to transport and environmental changes, please read our policy carefully before placing an order.

1. Live Plants – Returns & Exchanges

Due to the delicate and perishable nature of live plants, we do not accept returns for healthy delivered plants.

However, we will offer a replacement, exchange, or store credit if:

  • You received the wrong item
  • The plant arrived severely damaged
  • The plant arrived dead or in unrecoverable condition
  • Major transport damage occurred during delivery

To request support:

  • Contact us within 7 days of delivery
  • Send clear photos and videos via WhatsApp to 0715960096
  • Include your order number

Claims made after 24 hours may not be eligible for replacement.

Many plant stores globally follow short reporting windows and limited returns due to the perishable nature of live plants.

2. Conditions Not Eligible for Return or Replacement

We cannot offer refunds or exchanges for:

  • Plants damaged due to improper care after delivery
  • Overwatering, underwatering, or lack of sunlight
  • Minor leaf yellowing or temporary transport stress
  • Customer preference changes after delivery
  • Repotted or transplanted plants
  • Discounted or clearance items
  • Delays caused by incorrect delivery details provided by the customer

3. Non-Plant Products

For pots, tools, fertilizers, grow media, and accessories:

  • Returns are accepted within 14 days of delivery
  • Products must be unused and in original packaging
  • Customer is responsible for return delivery costs unless the wrong item was sent by us

Opened fertilizers, soil mixes, compost, and used gardening items are non-returnable.

4. Refund Policy

Approved refunds will be processed as:

  • Store credit
  • Bank transfer
  • Replacement product

Delivery charges are non-refundable.

Refunds are processed within 14 working days after approval.

5. Order Cancellations

Orders can be cancelled before dispatch.

Once dispatched or handed over for delivery, cancellations are not allowed for live plants.

6. Delivery & Inspection

Please inspect your order upon delivery.

We recommend:

  • Opening the package immediately
  • Watering plants if needed
  • Keeping plants in a shaded area for a few hours after unpacking

Some plants may show mild stress after transport, which is normal and usually temporary.

7. Contact Us

For support regarding returns, exchanges, or damaged items:

📞 WhatsApp / Call: 0715960096
🌐 www.thurustore.lk

Store pickup hours:

  • Monday to Saturday: 9.00 AM – 4.00 PM
  • Sunday: Closed

Google Location:
Thuru Store Location