Returns & right of withdrawal

Would you like to return a product, exercise your right of withdrawal or report a problem with your delivery? This page explains which rules apply, how to submit your request and what information we need to handle it carefully.

Always distinguish between a standard return and a delivery problem. Have you received a damaged, incorrect or incomplete product? Please report this via Report a delivery problem.

Registering a return or withdrawal

Would you like to return a product? Preferably register your return or withdrawal with ExoticsAtHome in advance. This allows us to locate your order and provide you with the correct return instructions.

A valid withdrawal does not require prior approval from ExoticsAtHome. However, registering or returning a product does not automatically mean that you are entitled to a full refund. After receiving the return, we will inspect it and determine the amount to be refunded.

What information do we need?

Please include the following information with your request:

your full name;
your email address;
your order number;
the product you wish to return;
the date on which you received the order;
a statement that you wish to exercise your right of withdrawal;
any additional information required to process your request.

You do not have to provide a reason for your withdrawal.

The statutory right of withdrawal

As a consumer, you have the right to withdraw from many online purchases within 14 calendar days without giving a reason. This cooling-off period begins on the day after you, or a person designated by you, receives the order.

If one order consists of several products or shipments delivered separately, the cooling-off period generally begins on the day after the final product or shipment is received.

Notifying us of your withdrawal

Would you like to exercise your right of withdrawal? Please inform us unambiguously within the 14-calendar-day cooling-off period.

You may use our online withdrawal function or the model withdrawal form for this purpose. You may also inform us in another clear way that you wish to withdraw from the agreement.

Simply returning a product without a clear notice of withdrawal is not always sufficient to establish that you are exercising your right of withdrawal. Therefore, clearly state that you wish to withdraw from the agreement.

Deadline for returning the product

After withdrawing from the agreement within the applicable period, you must return the product within 14 calendar days at the latest.

You are responsible for returning the product correctly and on time. Therefore, keep the proof of postage and Track & Trace code until the return has been fully processed.

Exclusion for live plants

ExoticsAtHome plants are living products that depend on proper care. Due to their nature and the effects of temperature, light, water, humidity, care and transport, they may deteriorate or lose quality quickly.

The statutory right of withdrawal is therefore excluded for live plants that fall under the statutory exception for goods that may deteriorate or lose quality quickly.

This exclusion does not limit your statutory rights if a plant:

was delivered damaged;
was delivered incorrectly;
is missing from the order;
does not meet what you could reasonably expect under the agreement.

Please report such a problem via Report a delivery problem and include the requested photographs and information.

Return conditions for non-living products

For non-living products covered by the right of withdrawal, you may inspect and assess the product as you would be able to do in a physical shop.

Handle the product and its packaging carefully during the cooling-off period. Do not use the product beyond what is necessary to establish its nature, characteristics and operation.

Depreciation

Has a product been used more than necessary for inspection, or has it been returned damaged, soiled or incomplete? ExoticsAtHome may then deduct the demonstrable depreciation from the amount to be refunded.

When assessing this, we consider factors including:

the condition of the product;
whether the product is complete;
missing parts or accessories;
damage and signs of use;
the condition of the original packaging, where this affects the product’s value;
the extent to which the product can still be resold.

Depreciation is assessed individually for each return and is not automatically calculated using a fixed percentage.

Return costs

For a standard withdrawal, the direct costs of returning the product are borne by the customer. ExoticsAtHome does not provide a free return label for this purpose.

Make sure the return shipment has sufficient postage and is packaged securely.

Costs in the event of a delivery problem

Has ExoticsAtHome delivered an incorrect, damaged, incomplete or non-conforming product? Please report this first via Report a delivery problem.

If the product needs to be returned, we will provide you with further instructions. In that case, the necessary return costs will be borne by ExoticsAtHome.

Do not return a damaged, incorrect or non-conforming product on your own initiative before receiving our instructions.

The return address

Returns can be sent in accordance with the instructions received to:

ABEL B.V. / ExoticsAtHome
Peelstraat 100
7887 TL Erica
The Netherlands

Clearly include your order number with the return shipment so that we can link the parcel to the correct order.

Returning a product to the return address does not automatically mean that the return qualifies for a full refund. After receiving the return, we will inspect it and determine the amount to be refunded.

Returning a product safely

For a standard withdrawal, you are responsible for the return shipment until it has been received by ExoticsAtHome.

Therefore, package the product carefully. Where possible, use the original shipping packaging and the protective materials provided.

Keep your proof of postage

Preferably send the return with Track & Trace and retain:

the proof of postage;
the Track & Trace code;
the shipping date;
the parcel weight;
if applicable, photographs of the packaged product and sealed parcel.

A photograph of a parcel without verifiable proof of postage does not always demonstrate which product was returned or whether the parcel was sent to the correct return address.

ExoticsAtHome is not responsible for loss of or damage to a return shipment arranged by the customer, unless otherwise provided by law.

Inspection of the return shipment

After receipt, we register and inspect the return shipment. During this inspection, we assess factors including:

whether the parcel belongs to the correct order;
whether the correct product has been returned;
whether the product is complete;
the condition of the product;
whether there is any damage, use or depreciation;
whether the return was sent within the applicable deadlines.

Upon receipt, we may take photographs or video recordings of the packaging, shipping label, opening of the parcel and condition of its contents. This record is used solely to assess and process the return.

Refund following withdrawal

In the event of a valid withdrawal, we will refund the amounts due no later than 14 calendar days after receiving your notice of withdrawal.

We may withhold the refund until:

we have received the returned products; or
you have demonstrated that you returned the products;

whichever occurs first.

The proof of postage must contain sufficient information to link the return shipment to the correct return address and order.

How will the amount be refunded?

The refund will generally be issued using the same payment method used to pay for the order. No additional costs will be charged for the refund.

After receiving the return, we will inspect it and determine the amount to be refunded. Where legally permitted, any demonstrable depreciation may be deducted from the refund.

Refund of the original shipping costs

Are you withdrawing from the entire order? We will then also refund the cost of the standard delivery method offered by us.

Did you choose a more expensive shipping method than the standard delivery option? We will only refund the cost of standard delivery.

Are you returning only part of the order? The original shipping costs will then not be refunded.

Exchanging a product

ExoticsAtHome does not offer a direct exchange process.

Would you like to replace a non-living product covered by the right of withdrawal with another product? Return the original product in accordance with the return procedure and then place a new order.

In the case of an incorrectly delivered, damaged or non-conforming product, replacement may be an appropriate solution. Please report this first via Report a delivery problem.

Damaged, incorrect or incomplete delivery

A damaged, incorrect, missing or non-conforming product is not a standard return. ExoticsAtHome is your point of contact and will investigate which free solution is appropriate.

Inspect your order as soon as possible after receipt. Preferably report visible damage within 48 hours. This practical reporting period helps us investigate the cause and timing of the damage, but does not limit your statutory rights.

What information do we need?

Please include as much of the following information as possible with your report:

your full name and order number;
a photograph of the entire plant or product;
clear close-up photographs of the damage;
a photograph showing all received products together;
photographs of all sides of the outer packaging;
photographs of the inner packaging and protective materials;
a clear photograph of the shipping label;
a brief description of the problem;
if requested, additional photographs or a short video.

Do not discard the packaging or protective materials before we have assessed your report.

Assessment of a delivery problem

Submitting a report or photograph does not automatically result in a full refund. We will investigate the order and assess factors including:

the nature and extent of the damage;
whether the damage is consistent with transport damage;
whether there is limited cosmetic transport damage;
whether the plant is expected to recover with normal care;
whether the delivered product corresponds to the order;
whether all ordered products are present;
whether the packaging and shipping label belong to our shipment;
which solution is reasonable and appropriate in the circumstances.

Natural differences in shape, colour, leaf position and growth may occur in live plants. Every plant is a natural product. The specimen delivered therefore does not have to be completely identical to the representative product photograph.

Possible solutions to a delivery problem

Depending on the situation, an appropriate solution may include:

additional care advice;
sending a missing product or part;
replacing the product;
a reasonable partial refund;
repairing a suitable non-living product;
returning the product at ExoticsAtHome’s expense;
a full refund when no other appropriate solution is possible.

The customer is not automatically entitled to both keep the product and receive a full refund.

If a full refund or replacement is offered, ExoticsAtHome may require the product to be returned where this is reasonable and legally permitted.

Do not return, discard or destroy a damaged or incorrect product before receiving further instructions from us.

Unregistered returns

Preferably do not return a product without first notifying us of your withdrawal or delivery problem and reading the return information.

An unregistered return will not automatically be refused if there has been a valid withdrawal. However, processing may be delayed if we cannot link the shipment to an order or do not have sufficient information to assess the return.

Returning a product without prior notification does not automatically entitle you to a full refund.

Returning business orders

The statutory right of withdrawal applies to consumers and does not automatically apply to business orders.

Returns of business orders are only accepted if this has been agreed in writing in advance or if a product was delivered incorrectly, damaged, incomplete or otherwise not in accordance with the agreement.

Would you like to register a return or delivery problem?

Choose the procedure that applies to your situation below.

Standard return or withdrawal

Use this option if, as a consumer, you wish to return a non-living product within the cooling-off period or withdraw from the agreement.

Register a return or withdrawal

Damaged, incorrect or missing product

Use this option if your order was delivered damaged, incorrectly, incompletely or otherwise not in accordance with the agreement.

Report a delivery problem

Do you have a question first?

Are you unsure which procedure applies to your situation? Please contact our customer service team before returning anything. Always include your order number so that we can quickly locate your order.