Exchange and returns

1Live product

Grapevine saplings are living plants that quickly lose their properties if not planted in time. Therefore, under consumer protection legislation, goods of proper quality are not subject to exchange or return.

To avoid unpleasant surprises, confirm the variety and sapling form (one-year or two-year) before ordering — we are happy to advise.

2Inspection on receipt

Inspect the parcel at the carrier’s branch before you take it. Check that:

• the packaging is intact;
• the varieties and quantities match the order;
• the saplings are not damaged.

If something is wrong, do not leave the branch until you draw up a report together with the carrier’s employee.

3What to do if you find a problem

1. Lock inTake photos or a video — of the packaging, the saplings and the carrier’s receipt.
2. Write to usWithin 3 days of receiving the parcel, write on Telegram or call and attach photos.
3. We will suggest a solutionWe will review the claim and replace the sapling or, if replacement is impossible, refund the money for the defective item.

4What is not considered a defect

• minor differences between the sapling’s appearance and the photo on the site — the plants are alive, and each is unique;
• weak growth or loss due to violation of planting or care rules or unfavorable weather;
• damage caused by storing the parcel at the branch for longer than the carrier’s established period.

So the saplings take root, we will tell you how to plant and care for them — just write to us.

5Refunds

If we have agreed on a refund, we return the money to the account the prepayment came from within 7 business days.

If the problem arose through our fault (a defective item, the wrong variety), we pay for shipping the replacement sapling.

6Contact us

Write or call — we will sort out each situation: