Complaints Policy – ​​Terms and Procedures

At Rêve Ta Plante, we prepare, pack, and ship your plants with the utmost care. Despite all our precautions, it can happen that a plant or package arrives damaged. In that case, we are here to help you.

Our goal is to support you quickly, clearly and professionally.

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How to file a complaint - complaints policy - procedures and steps

All complaints must be submitted exclusively via our dedicated form:
https://www.revetaplante.fr/pages/reclamation

Requests sent by email, telephone or social media cannot be processed, in order to ensure clear and centralized follow-up.

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Deadlines for reporting a problem

Please notify us of your complaint within 48 hours of delivery.
This period allows for verification of the condition of the plant or package upon receipt.

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Information needed to process your claim

To allow us to properly review your application, please provide:

• your order number
• your email address
• a photo of the shipping label
• a photo of the outer packaging
• a photo of the entire product (full plant visible)
• a photo of the damage (if applicable)
• a brief description of the situation

These elements are essential to offer you a quick and suitable solution.

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Heavy or bulky packages

If your package arrives visibly damaged, do not sign for the delivery.
Inform the carrier and, if possible, request that the package be returned immediately. This facilitates faster processing.

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Situations in which a claim cannot be accepted

Plants are living products sensitive to their growing conditions: light, watering, humidity, temperature.
For this reason, we cannot process claims in the following cases:

• The plant has been in your home for more than 14 days.
• The plant has been repotted.
  (Repotting refers to the act of removing the plant from its original pot or substrate)
• No clear photo of the plant upon arrival was provided.

It is important to take a photo of the plant as soon as you receive it. Without this information, we cannot offer compensation, but we are still available to advise you.

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Our commitment

We understand that a problem upon receiving a plant can be disappointing.
We take every complaint seriously and do everything we can to respond quickly and find a suitable solution.

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Consumer mediation

At Rêve Ta Plante, we do everything to resolve your complaints with care and kindness.
If, despite our efforts, a disagreement persists, you have the option of resorting to independent mediation free of charge.

In accordance with the provisions of the Consumer Code concerning "the mediation process for consumer disputes", after contacting us and if you do not receive a satisfactory response, you may resort to a free consumer mediation procedure with:

CM2C
49 rue de Ponthieu
75008 PARIS
📞 Tel: 01 89 47 00 14
🌐 https://www.cm2c.net/declarer-un-litige.php
✉️ Email:litigations@cm2c.net

You can also use the European online dispute resolution platform:
🌍 https://ec.europa.eu/consumers/odr