Warranty & complaints

Reflection period

Once you have placed an order, it can be cancelled until the cactus(es) have been shipped. To do this, send an email to info@ikhebeencactus.nl with the order number of your order. We will then contact you within 24 hours. If the product has not yet been shipped, you will receive a refund within 7 days.

Fresh from the greenhouse

Every cactus that comes to you has been sent from our greenhouse! When you receive your cactus, there is a good chance that the cactus was still in the greenhouse the day before. Our cacti are grown ourselves or personally selected from other growers. This means we always know what quality we are sending.

Delivery guarantee

We take every possible care when sending our products. Did the cactus arrive damaged? Send us a photo of the damage, and we will discuss the best option: exchange or compensation.

Guarantee

If you receive your cacti and/or succulents alive and of high quality, the warranty will expire after 7 working days. Why? We cannot control the way you care for the cactus and/or succulent. It is therefore impossible to determine how the cactus and/or succulent may have died.

The warranty we offer is on the incoming products. If these are repotted in a new pot, processed into decorative pieces or any other processing, the warranty immediately expires.

We take the utmost care when sending our products. The plants come fresh from our greenhouse and are carefully packaged and shipped in a sturdy box. Yet sometimes something can go wrong. Did your new plant not arrive in good condition? Please take it as soon as possible Contact with us! We usually answer your message within 2 working days. In order to help you as best and quickly as possible, we ask you to send the following:

• Your name, email address and order number.

• A clear description of the damage.

• A photo of the entire size of the product(s).

• A detail (close-up) photo of the specific damage to the product(s).

• In case of damage to the package: a photo of the outside and inside the package.

Warranty period

The warranty period is 7 days on the incoming products. Therefore, please contact us within 7 days of receiving the order. As the receipt date, we use the date in your track information that the package was delivered. So, collect your package on time if you have chosen a PostNL collection point. Click here to read more about our general terms and conditions.

After the warranty period?

Has your cactus and/or succulent plant developed a disease? Does the plant become less beautiful? Will the plant die completely? There is a good chance that your plant is not in the right place or is not getting the right amount of water. In most cases, this can be traced back to the care. Therefore, please contact Ihaveacactus if you see something strange about your plant. In many cases, we can advise you so that you can fully enjoy your cactus again.

Complaints procedure

Ihaveacactus will do everything it can to prevent complaints. If you are not satisfied, we recommend that you first report any complaints to us by emailing info@ikhebeencactus.nl. You will receive a response to your complaint within 2 days of receiving the complaint. Then you can submit your complaint to the Disputes Committee via the European ODR Platform.