Returns and refunds

Something not quite right? Not satisfied with your order?
Here’s how to return your items — easily and hassle-free.

Summary at a Glance

• 30-day return window

• Returns via post or in person

• Return shipping costs are the customer’s responsibility

• Refunds are issued via the original payment method

• Wedding collections, custom-made collections, gift boxes, digital products & downloads, personalized items, and discarded goods are non-returnable

• Refusing or failing to collect a parcel is not a valid return — a handling fee of €12.50 applies

You have up to 30 days after receiving your order to cancel it without giving any reason.
You’ll find full details in our cancellation policy.

We want returning an order to be convenient for you — and gentle on the environment. That’s why we don’t include printed return labels in our packages.

Please always document the condition of your plants and items upon arrival. You’re welcome to send us photos via email or messenger (e.g. WhatsApp). Unfortunately, we cannot issue refunds for goods that have already been discarded.

Your Right of Withdrawal

You have the right to cancel this contract within 30 days without giving any reason.
The cancellation period begins on the day you or someone you designate (other than the carrier) takes possession of the goods.

To exercise your right, please contact us at:

PASIORA GmbH
Wetzstein 1
70327 Stuttgart
Germany
+49 (0)711-38.93.05.83
service@pasiora.com

A clear declaration (e.g. by email or post) stating your decision to cancel the order is sufficient. You can use our sample cancellation form, but it’s not required.
It’s enough to send your notice before the 30-day period expires.

What Happens Next

If you withdraw from this contract, we will refund all payments received from you, including delivery charges (except for any additional costs if you chose a delivery method other than our standard option).
Refunds will be issued using the same payment method you used for the original transaction — no fees will be charged.

We may withhold the refund until we have received the returned goods or proof that you’ve sent them back — whichever comes first.

Sample Cancellation Form

(If you wish to cancel your contract, please complete and return this form.)

To: PASIORA GmbH, Wetzstein 1, 70327 Stuttgart, Germany, contact@pasiora.com

I/we () hereby cancel the contract concluded by me/us () for the purchase of the following goods () / services ():
– Ordered on () / received on ()
– Name of customer(s)
– Address of customer(s)
– Signature of customer(s) (only for paper submissions)
– Date

(*) Delete as appropriate.

You can view our full cancellation policy and sample form here.

Return Options

Return address:
PASIORA GmbH – Returns
Wetzstein 1
70327 Stuttgart
Germany
retouren@pasiora.com
+49 (0)711-38.93.05.83

Return to Our Greenhouse

You're welcome to return your online or Click & Collect orders in person at our greenhouse — free of charge.
Please bring the digital invoice that was sent to your email. If you can’t find it, you’ll find a copy in your Pasiora customer account.
Refunds are issued via the original payment method. Cash refunds are not possible.

Return Shipping Costs

Return shipping costs are to be covered by the customer. Estimated cost: approx. €6.50.

Return Process – Step-by-Step

1. Contact us within the 30-day period by emailing retouren@pasiora.com with your order number and a brief description of the items you’d like to return.

2. Wait for instructions – We’ll respond within 1–2 business days with your return details.

3. Pack and ship your items securely. Ideally, use the original box and packing materials. Send your parcel with insurance and paid postage to the address above.
   We do not accept unpaid parcels.

4. Confirmation & refund – Once we’ve inspected your return, you’ll receive your refund within 14 days.

Damaged, Defective, or Incorrect Items

If your items arrive damaged or incorrect, please contact us within 7 days of delivery via email at service@pasiora.com or via messenger (e.g. WhatsApp), including photos of the affected items.
We will gladly arrange a free replacement or issue a full refund.

Refused or Uncollected Parcels

Refusing delivery or failing to collect a parcel from DHL/GLS is not a valid return.
We charge a €12.50 handling fee for the resulting processing, storage, and return shipping. This will be deducted from your refund or invoiced separately.

Important Note on Returning Plants and Living Goods

Your satisfaction means a lot to us. That said, we deal with high-quality, living products — not designed for extended shipping routes or long-term storage in boxes.

Succulents may be low-maintenance, but they’re still sensitive, living organisms. We strive to meet their needs and avoid any unnecessary stress.

While it’s become common to offer products "just to try" or "have a look," we do not support this approach. It’s not because we lack goodwill — but because we’re committed to both the quality of our plants and the health of our planet.

Before purchasing, please:

• Consider whether the plant suits your environment and care routine

• Check our detailed product descriptions and photos

• Reach out to us with any questions about light, care, or plant size

Transport Damage or Suspected Pests?

Transport damage is frustrating for everyone — including us.
We’re constantly improving our packaging to prevent issues. Your feedback helps us make shipping safer.

If your plant was damaged in transit, we’ll report it to the delivery provider and handle the claim process.

Pests or discoloration should not occur.
We take proactive measures to prevent pest issues and ensure they remain rare at Pasiora. Your photos and feedback help us detect and resolve problems early.

⚠️ Please note:
Plants with discoloration or corking are not necessarily sick.
Minor pest issues can usually be resolved if you act quickly by isolating the plant and applying appropriate care.

If you have any questions — we’re here to help!
📧 Just drop us a line.