Refund Policy

Many products listed by Zeniva Serala are live plants, perishable goods, or export-prepared items that may require specific handling, documentation, and destination-country compliance.

Because of this, refund decisions may depend on product condition, shipping stage, and export status at the time of the request.

You may request cancellation before dispatch or export processing begins. Once an order has moved into packing, phytosanitary preparation, export documentation, or shipment, cancellation may no longer be possible or may be subject to deductions for work already performed.

Due to the live and perishable nature of plants and agricultural goods, returns are generally not accepted once items have been dispatched, exported, or delivered, unless:

• the wrong item was supplied;
• the item arrived materially damaged in transit; or
• the issue resulted directly from an error attributable to Zeniva Serala.

If your order arrives damaged, incomplete, or incorrect, please contact us within 48 hours of delivery at zenivaserala@gmail.com.

Please include:

• your invoice or order reference;
• clear photos of the package and products;
• a short description of the issue.

Refunds are generally not available for:

• customer errors in shipping, billing, or destination details;
• delays caused by customs, destination-country restrictions, or third-party logistics outside our reasonable control;
• plant stress or deterioration caused by improper handling after delivery;
• special-order, custom-prepared, or compliance-processed items already prepared for dispatch.

Zeniva Serala does not process online payments or collect card details on this website. Export orders are quoted, invoiced, and settled directly with our team by email and agreed bank arrangement.

Because of this, any cancellation or refund of an arranged order is handled case-by-case directly with the team. Where a refund is agreed, it is returned through the same banking or business channel originally used for settlement, on terms confirmed in writing for that order.

In some cases, we may offer a replacement shipment, credit note, or partial refund instead of a full refund, depending on stock availability and the nature of the issue.

For refund-related questions, contact us at zenivaserala@gmail.com or call +94 76 530 5701.