Please note: Candide Marketplace is an open marketplace which facilitates purchases between buyers and sellers. Accepting refunds and returns is at the discretion of each seller individually.

We hope you love your item(s) you've bought from sellers on Candide Marketplace, but if you are unhappy with your purchase, here's what you should do next.

Contact the seller you bought it from

Refunds and returns are the responsibility of the seller to manage. If your plant is not in the condition you anticipated, please contact the seller directly within a few days of your plant arriving (either through the in-app chat system or by email, if you paid via the "Buy Now" button). They may be able to offer a solution for you.

Give details of the issue

Provide the seller with clear photos and details of the reason you'd like a refund or return. Please give as much detail as possible so the seller can make an informed decision.

Reason for return or refund

  • Inaccurate description
    Sellers are responsible for providing complete and accurate descriptions of any items offered and dispatching purchased items promptly after receiving payment. Please contact the seller directly if this is the reason for return.
  • Damaged or lost in post
    If your plant was lost or damaged in the post and you paid by Paypal, please see below for details on how to claim via their Buyer Protection. If you did not use Paypal, ask the seller to check if they're covered by our Plant Delivery Insurance, which means they can claim back the cost of sending a replacement.
  • Changed mind
    If you have changed your mind and would like to return the item, you'll need to ask if a seller accepts the return.

Those who used Paypal for their purchase may be covered by their Buyer & Fraud Protection or Seller Protection. This includes those who used our "Buy Now" button on listings, as well as those using Paypal (Good and Services) via our in-app chat.

Buyer Protection

If you're a buyer and your eligible purchase doesn’t arrive, or doesn’t match the seller’s description, Paypal can reimburse you.

Seller Protection

If you're a seller and you are sent an unauthorised payment – for example, from a hacked account – or a buyer claims they didn't receive their item, Paypal's Seller Protection policy covers you for the full amount of the payment on eligible sales.

Please see our Marketplace terms and conditions for more details.

Still not resolved your issue?

If you have followed the steps above and are still not satisfied with the outcome, please email us at marketplace@candidegardening.com, along with further information so we can look into this for you.

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