Returns Policy

MORI kokedamas are living, handmade pieces — carefully prepared for their journey.
Like all living things, they come with their own rules. We try to be as clear as possible.

What's eligible for a refund

We accept full refund requests in the following cases:

  • Plant severely damaged on arrival — crushed, broken, or visibly dead at delivery
  • Wrong product sent — you received something different from what you ordered
  • Order not delivered — after confirmed loss by the carrier

We do not accept returns of healthy plants due to change of mind.
Live plants are perishable goods — they cannot be repackaged and resold.

How to report an issue

You have 24 hours after delivery to contact us.

What we need:

  1. Your order number
  2. Clear photos of the plant and the packaging
  3. A brief description of the problem

Send everything to hello@moriplants.com or use the contact form.

Outside this window, we can't guarantee a refund — plants change quickly, and we need to assess their condition on arrival.

What happens next

Once we receive your report with photos:

  • We review within 1–2 business days
  • If approved, the refund is processed to your original payment method
  • Expect the amount in your account within 3–5 business days (depending on your bank)

You don't need to return the plant. Keep it, try to nurse it back — sometimes they surprise us.

We can't issue a refund when

  • The issue results from incorrect care after delivery (overwatering, direct sun, etc.)
  • The plant arrived in good condition and damage occurred afterwards
  • The 24-hour window passed without contact
  • The issue is cosmetic and doesn't affect plant health (a bent leaf, slight yellowing from transit — normal for shipped plants)

Non-living items (pots, accessories)

For products without a living component (pots, accessories, kits), our standard policy applies:

  • Returns accepted within 14 days of delivery, if the item is unused and in original condition
  • Return shipping cost is the customer's responsibility, unless the error was ours
  • Refund processed within 3–5 business days after receipt and inspection

MORI — cada peça é única · each piece is unique