Grova Returns and Refunds Policy

1Cancelling before dispatch

You may cancel any order before it is dispatched for a full refund, including delivery. Cancel from Orders in your account, or contact hello@grova.africa.

Once an order has dispatched it cannot be cancelled, but it may be returnable under the sections below.

2Live plants, seedlings and perishables

Live goods cannot be returned once delivered and accepted, because they cannot be resold. They are instead covered by the protections below.

2.1 Arrival condition — 24 hours

If a plant or seedling arrives dead, crushed, or with severe damage that will prevent it establishing, submit a claim through your Grova account within 24 hours of delivery, with clear photographs of the plant and its packaging.

Your claim is timestamped when you submit it, so a claim made at a weekend or outside our support hours is still within time. We review it on the next business day.

Approved claims are resolved by, at your choice:

• a replacement on the next delivery run, or
• a full refund of the item price.

Normal transit stress — some leaf drop, wilting, soil movement, minor tearing — is not a defect. Most plants recover within a week.

2.2 Growing outcomes are not covered

Grova does not accept claims about germination, growth, yield or harvest.

Once seed, a seedling or a kit leaves our hands, whether it grows depends on watering, light, temperature, the growing medium, drainage, pests, weather and day-to-day attention. None of that is within our control and none of it can be verified after the fact. A germination rate shown on a listing is the result of a controlled test by the supplier. It describes the seed, not a promise about what will happen on your balcony.

Accordingly we do not replace or refund seed, seedlings or kits on the basis that they did not come up, did not fruit, or did not produce as much as expected.

2.3 What we do still cover on seed and kits

The exclusion above concerns growing outcomes. It does not affect your rights where the product itself was wrong. We will replace or refund, within 14 days of delivery, seed or a kit that is:

• a different variety or species from the one ordered
• past the packing or test date printed on the pack at the time it was sent
• delivered with a component missing or broken
• visibly damaged, wet, mouldy or contaminated on arrival
• not as described on the listing in any other material respect

Report these through your account with photographs of the pack, the label and the contents.

2.4 Growing support

We cannot guarantee a harvest, but we would rather you got one. Every kit carries a care card, and you can send us a photograph of a struggling plant at any time and we will tell you what we think is wrong. This is free, and it is not conditional on having a claim.

3Equipment, tools, pots and media

3.1 Change of mind — 7 days

Unopened, unused items in original packaging may be returned within 7 days of delivery for a refund of the item price. Return shipping is paid by you unless the item was faulty or incorrect. Media that has been opened — potting mix, coir, compost, nutrients — cannot be returned once opened.

3.2 Faulty or incorrect items — 7 days

Report within 7 days of delivery. We arrange collection at our cost and provide a replacement or a full refund including delivery.

3.3 Warranty

Equipment carries the manufacturer warranty stated on the listing, running from the delivery date. Warranty claims are handled through Grova. Warranty does not cover damage from misuse, incorrect installation, power surge, or use outside the stated specification.

4Items that cannot be returned

• Live plants and seedlings that have been accepted and are not the subject of a valid claim above
• Opened growing media, nutrients, compost and agrochemicals
• Opened seed packets, except where section 2.3 applies
• Custom, made-to-order or personalised items
• Items damaged after delivery through misuse or neglect
• Gift cards

5How to make a claim

1. Open Orders in your Grova account and select Report a problem, or email hello@grova.africa with your order reference.
2. Attach photographs where the claim concerns condition, damage or failure.
3. We acknowledge within 1 business day and decide within 3 business days.
4. If a return is required, we tell you whether to ship it back or whether we will collect.

6Refunds

• Refunds are issued to the original payment method. We do not issue cash refunds or store credit unless you request it.
• Approved refunds are processed within 5 business days of approval, or of receiving a returned item.
• Your bank or card issuer may take a further 5–10 business days to post the funds.
• Delivery charges are refunded in full where the fault was ours, and are not refunded on change-of-mind returns.

7Disputes between buyers and vendors

Grova mediates all disputes. Vendors do not decide them.

1. Raise it. Report the problem through your order within the applicable window above.
2. Vendor response. The vendor has 2 business days to respond with evidence.
3. Grova decides. We review the listing description, the evidence from both sides, delivery records and photographs, and decide within 3 business days of the vendor's response or the expiry of that window.
4. Outcome. If the decision favours you, Grova issues the refund or replacement directly. We then recover the amount from the vendor under the vendor agreement. You are refunded by Grova regardless of whether we recover from the vendor.
5. Appeal. Either party may appeal in writing to hello@grova.africa within 14 days. Appeals are reviewed by someone not involved in the original decision.

If you remain dissatisfied, you may refer the matter to the Federal Competition and Consumer Protection Commission.

Please raise a dispute with us before contacting your bank. A chargeback filed without first contacting us delays resolution and may result in account restriction while it is investigated.

8Repeated claims

Grova monitors claim patterns. Accounts showing a pattern of claims inconsistent with genuine product failure may be restricted, and evidence of fraudulent claims will result in permanent removal and may be reported to law enforcement.

9Contact

hello@grova.africa · 0805 955 8734 (+234 805 955 8734) · WhatsApp +234 805 955 8734

772 New Site Estate, Lugbe, FCT, Abuja

Support hours: 10:00–15:00, Monday to Friday (excluding public holidays)