Returns & Return Policy
Something wrong? Not satisfied?
This makes the return process easy and uncomplicated.
Overview/Summary
- We offer a 30-day return period
- Returns can be made by mail or in person
- The return costs are borne by the customer
- Refunds will be made via the original payment method
- Wedding collections, specially made collections and gift boxes, digital content & downloads, personalized items and discarded goods are excluded from exchange
- Non-acceptance / Non-collection does not constitute a cancellation – a processing fee of 12.50 € to.
You have the right to cancel your order without giving any reason up to 30 days after receiving it. You can find all the details about the right of cancellation in our Cancellation policy.
Returning orders should be convenient for you while also conserving resources for the environment. For this reason, our packages do not include paper return slips.
Please document always the condition of your received goods and plants. You can send us photos by email or via messenger (e.g. WhatsApp). The customer already Discarded goods cannot be refunded .
Right of withdrawal
You have the right to withdraw from this contract within thirty days without giving any reason. The withdrawal period shall be thirty days from the day on which you or a third party other than the carrier designated by you takes possession of the goods.
To exercise your right of withdrawal, you must
PASIORA GmbH
Whetstone 1
70327 Stuttgart
Phone: +49 (0)711-38.93.05.83
service@pasiora.com
by means of a clear statement (e.g., a letter sent by post or an email) of your decision to withdraw from this contract. You may use the attached model withdrawal form, but this is not mandatory.
To comply with the cancellation period, it is sufficient that you send the notification of the exercise of the right of cancellation before the cancellation period has expired.
Consequences of revocation
If you cancel this contract, we will refund all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us), promptly and at the latest within fourteen days from the day on which we received notification of your cancellation of this contract. For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees for this refund.
We may refuse to refund until we have received the goods back or until you have provided evidence that you have returned the goods, whichever is the earlier.
Sample cancellation form
(If you wish to cancel the contract, please fill out this form and return it.)
– To PASIORA GmbH, Wetzstein 1, 70327 Stuttgart, Germany, kontakt@pasiora.com
– I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following
Goods (*)/provision of the following service (*)
– Ordered on (*)/received on (*)
– Name of the consumer(s)
– Address of the consumer(s)
– Signature of the consumer(s) (only if notification is made on paper)
- Date
(*) Delete as appropriate.
Our complete Right of withdrawal and that Sample cancellation form can you here view.
Already from the customer Discarded goods cannot be refunded .
Return options
Contact for returns
PASIORA GmbH – Returns
Whetstone 1
70327 Stuttgart
Germany
Telephone: +49 (0)711-38.93.05.83
E-mail: returns@pasiora.com
Return to the nursery:
If you wish, you can use all Pasiora articles that
You can also return items you ordered online or via Click & Collect free of charge to our nursery.
To return to our nursery you will need the
digital invoice that was sent to you via email. If you no longer receive the email
You will find the invoice in your Paisora account.
Refunds will be made using the original payment method. Cash payments are not possible.
Return costs
Please note that you will be responsible for the direct cost of returning the goods. The costs are estimated at approximately EUR 6.50.
Returns process
- Contact: Send us an email within 30 days to returns@pasiora.com with your order number and a brief description of the items you wish to return.
- Wait for answer: You will receive the return instructions from us within 1-2 working days
-
Packing & Shipping: Pack the item(s) securely for transport. Ideally, in the original box with our packing material. Send the package cleared and insured to the specified address.
Consignments without postage will not be accepted. - Confirmation of receipt & refund: After checking, you will receive within 14 days a credit.
Defective, damaged or incorrectly delivered items
If items are damaged upon delivery or do not correspond to the order, please contact us within 7 days after receipt by email to service@pasiora.com or via messenger (e.g., WhatsApp) with photos of the items in question. In this case, we will arrange a replacement free of charge or refund the full purchase price.
Non-acceptance / non-collection
Refusal to accept or failure to collect a parcel from DHL/GLS on time does not constitute an effective revocation . We charge a flat rate of 12.50 for the resulting processing, storage and return costs. € . This will be deducted from the refundable payment or invoiced separately.
General information on the return of plants and living contents
Your satisfaction is very important to us. However, we would like to point out in advance that we deal with high-quality, live goods that are not intended for multiple, long-distance shipping routes or storage in boxes.
Despite their ease of care, succulents are demanding plants, and we strive to meet their needs in every respect. Therefore, we want to avoid any unnecessary stress.
Even though it's considered good practice these days when it comes to customer service to send customers products to "look at" or "try on," we don't want to support this trend. This isn't due to a lack of willingness on our part, but rather due to the demands placed on our products and our environment.
We therefore ask you:
- Before buying, consider carefully whether the plant suits your needs and possibilities
- Use our product descriptions and photos
- Contact us if you have any questions about location, care requirements or size of the plants
Transport damage or suspected pests?
Transport damage is also very disappointing for us.
That's why we're continually improving our packaging. Your feedback helps us make the transport of our plants even safer.
If a plant has been damaged during transport, we will inform the shipping company and take care of the damage report.
Pests or discoloration should not occur!
We continually engage in preventative plant protection and targeted preventive measures, ensuring that pests remain a rare exception at Pasiora.
Your feedback and documentation can also help to identify such challenges in a timely manner.
In the case of goods that have already been disposed of, we are unfortunately unable to not progeny!
A notice: Plants with discolored or corky leaves aren't necessarily diseased. Even isolated pest infestations aren't problematic for plants if you isolate them in a timely manner and take appropriate countermeasures.If you have any questions, we are of course happy to help.