Refund policy
Last updated: 7 August 2026
This Refund Policy forms an integral part of our Terms of Service and should be read together with them. This policy may be made available in multiple languages for the convenience of our customers. In the event of any discrepancy or inconsistency between different language versions, the English version shall prevail, to the extent permitted by applicable law. Nothing in this provision limits any mandatory rights granted to consumers under applicable law.
RIGHT OF WITHDRAWAL
If you are a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 days after you receive the goods. Where multiple goods ordered in a single order are delivered separately, the withdrawal period begins when the last item is received.
To exercise your right of withdrawal, you must inform us of your decision within this 14-day period. You can do so by contacting us at info@themaplenursery.com or by using the withdrawal or return functionality available through our website or your customer account, where available.
After notifying us of your withdrawal, please wait for our return instructions before sending the goods back. We will provide these instructions without undue delay. The goods must in any event be sent back no later than 14 days after you informed us of your decision to withdraw.
Returns must be sent to:
The Maple Nursery
Heerstraat 177
3511 Hasselt
Belgium
You are responsible for the direct cost of returning the goods when exercising your right of withdrawal. This does not apply where goods are returned because they were delivered damaged, defective, incorrect or otherwise not in conformity with the order and we are legally responsible for the return costs.
CONDITION OF RETURNED PLANTS
Our products are living plants and must be handled and cared for appropriately while they are in your possession.
During the withdrawal period, plants should be kept adequately watered and protected from frost, excessive heat and other conditions that could cause deterioration.
You may inspect and handle the goods only to the extent necessary to establish their nature, characteristics and functioning.
You are responsible for any diminished value resulting from handling beyond what is necessary for this purpose. In the case of living plants, planting, repotting, pruning, fertilising, improper watering, exposure to unsuitable conditions or otherwise altering or improperly caring for a plant may cause such diminished value.
Where permitted by applicable law, any such diminished value may be deducted from the amount refunded.
DAMAGES AND ISSUES
Please inspect your order promptly upon receipt and contact us as soon as reasonably possible if an item is materially damaged, defective, incorrect or otherwise not in conformity with your order.
Please provide a description of the issue and, where possible, clear photographs. This allows us to assess the condition of the plant and any possible transport damage.
Our products are living plants and some minor cosmetic damage may reasonably occur during handling and transport. Minor damage such as a broken or bent twig, a small number of damaged leaves, minor leaf loss, superficial marks or similar limited cosmetic damage does not in itself mean that a plant is defective or non-conforming, provided that the overall health, viability and normal further development of the plant are not materially affected.
Where transport damage is substantial or materially affects the health or viability of the plant, or where a product is otherwise legally considered non-conforming, we will provide an appropriate remedy in accordance with applicable consumer law. You will not be charged for any necessary return shipping costs.
LIVING PLANTS AND FUTURE DEVELOPMENT
Plants are living organisms and their condition and development after delivery depend on many factors outside our control.
The death, deterioration, loss of leaves, dieback, change in colour or variegation, lack of growth or other deterioration of a plant after delivery does not in itself demonstrate that the plant was defective or non-conforming at the time of delivery.
Except for your statutory rights under applicable consumer law, The Maple Nursery does not provide a commercial guarantee regarding the future survival, establishment, growth, development, appearance, colouration, variegation, flowering, mature size or performance of a plant after delivery.
Once a healthy and conforming plant has been delivered, we do not provide a replacement, refund or compensation merely because the plant subsequently fails to establish, grow as expected or survive.
This does not affect your statutory rights where a plant was defective, materially damaged or otherwise not in conformity with the contract at the legally relevant time.
EXCHANGES
We do not operate a separate exchange procedure.
If you wish to exchange an item, the simplest way is to exercise your right of withdrawal where applicable and place a separate order for the item you would like instead.
This does not affect any statutory remedy available to you where an item is damaged, defective, incorrect or otherwise not in conformity with your order.
REFUNDS
When you validly exercise your legal right of withdrawal, we will refund all payments received from you in respect of the returned goods.
In the case of withdrawal from the entire order, this includes the original cost of our standard delivery method.
If you selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional cost resulting from your choice of the more expensive delivery method.
If you withdraw from only part of an order, the original delivery costs will only be refunded to the extent required by applicable consumer law. In particular, where the original delivery costs would have been the same had you originally ordered only the items you keep, those delivery costs will not be refunded.
We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first.
Any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning may be deducted from the refund, where permitted by applicable law.
Refunds will be made using the same payment method used for the original transaction, unless otherwise expressly agreed, and no later than 14 days after you notify us of your withdrawal, subject to our right to withhold the refund as described above.
Please remember that it may take additional time for your bank, credit card company or payment provider to process and post the refund after we have issued it.
If you have not received your refund within a reasonable period after we have confirmed that it has been processed, please contact us at info@themaplenursery.com.
CONTACT
For questions concerning returns, refunds, damaged orders or your right of withdrawal, please contact:
The Maple Nursery
Heerstraat 177
3511 Hasselt
Belgium
Email: info@themaplenursery.com