Return, Refund & Cancellation Policy

At Terrarium Labs, we take great care in preparing, packing and dispatching every order. Many of our products include live plants, mosses, glassware, natural materials and handcrafted items, so slight variations are normal and are part of their natural character.

We want your order to reach you safely and as expected. If something goes wrong, please contact us promptly and we'll do our best to resolve the issue fairly.

Important: Please Record an Unboxing Video

For claims involving damaged, broken, defective, missing or incorrect products, we require a continuous unboxing video showing the parcel being opened from its original sealed condition.

The video should clearly show:

• The unopened package and shipping label
• Opening of the outer packaging
• Internal packaging
• All products received
• Any visible damage, breakage, leakage, missing item or incorrect product

Please do not pause or edit the video while opening the parcel.

We may request additional photographs or short videos if required to assess the issue.

Please retain the original box, packaging materials, damaged product and shipping label until your claim has been resolved.

Reporting Damaged or Incorrect Orders

If your order arrives damaged, broken, defective, incomplete or contains an incorrect product, please contact Terrarium Labs within 48 hours of delivery.

Send us:

Order number
Unboxing video
Photographs of the affected product
A brief description of the problem

After reviewing the claim, depending on the circumstances and availability, we may offer a replacement, store credit or refund.

Where the error or transit damage is accepted as our responsibility, the customer will not be charged for the replacement shipment.

Live Plants, Mosses & Other Living Products

Live plants and mosses are natural products and may vary in size, colour, shape, density and appearance from the photographs displayed on our website.

Minor leaf damage, temporary wilting, soil displacement or changes in appearance caused by transportation do not necessarily indicate that a plant is unhealthy.

Please unpack living products promptly after delivery and provide them with appropriate light, humidity, water and ventilation according to their requirements.

If a live plant or moss arrives in a severely damaged or non-viable condition, please contact us within 24 hours of delivery with your unboxing video and clear photographs.

Claims relating to live plants cannot normally be accepted after this period because their condition can change rapidly depending on environmental conditions and after-delivery care.

Terrariums & Glass Products

Terrariums and glass containers are fragile products and are packed carefully for transportation.

Please inspect them immediately upon delivery.

Any claim for broken or damaged glass must be reported within 48 hours, together with a continuous unboxing video and photographs.

Certain terrariums—particularly some Waterfall Terrariums and other delicate arrangements—may be shipped partially or completely unassembled for safer transportation. Plants, moss, rocks and decorative materials may therefore be packed separately for placement after delivery.

Where this applies, it will be mentioned on the relevant product page.

This is not considered a damaged or incomplete product provided all listed components have been supplied.

Natural Materials & Handmade Products

Many Terrarium Labs products use natural materials such as:

rocks, stones, driftwood, Spiderwood, cork bark, moss, plants and other botanical materials.

Natural variations in colour, texture, grain, shape, size and pattern are expected.

Similarly, handmade terrariums and planted arrangements may differ slightly from photographs because every piece is individually created using living and natural materials.

These natural variations are not considered defects.

Change-of-Mind Returns

Due to the nature of many of our products—including live plants, mosses, terrariums, fragile glassware and customised or handmade arrangements—we generally do not accept returns simply because a customer changes their mind after delivery.

Please review product descriptions, dimensions, photographs and specifications carefully before ordering.

If you're unsure whether a product is suitable for your project, you're welcome to contact us before placing your order.

Order Cancellation

Orders may be cancelled before they have been packed or dispatched.

To request cancellation, contact Terrarium Labs as soon as possible through WhatsApp or our official contact channels and provide your order number.

Once an order has entered packing or has been handed over to the courier, cancellation may no longer be possible.

Where cancellation is accepted before dispatch, the eligible amount will be refunded to the original payment method.

Cancellation After Dispatch

Once an order has been dispatched, it cannot normally be cancelled.

If we exceptionally agree to accept cancellation after dispatch, or if the customer refuses delivery without an accepted product-related reason, the order may be treated as Return to Origin (RTO).

Actual forward and return shipping charges incurred may be deducted from the refundable amount.

Any other non-refundable payment-processing charges or fees, where lawfully applicable, may also be deducted.

The remaining eligible amount will be refunded only after the parcel has returned to Terrarium Labs and its contents have been inspected.

Return to Origin (RTO) / Refused Delivery

An order may be returned to us by the courier because of circumstances including:

• Incorrect or incomplete delivery address
• Incorrect telephone number
• Customer unavailable after reasonable delivery attempts
• Customer refusing delivery
• Failure to respond to the courier
• Failure to provide information reasonably required by the courier for delivery

Where an RTO occurs for reasons attributable to the customer, actual forward and return courier charges may be deducted from the refundable amount.

The refund, where applicable, will be processed after the parcel has been received and inspected by Terrarium Labs.

If the RTO occurred because of an error by Terrarium Labs or our shipping partner, we will review the case separately and the customer will not be charged unfairly for the error.

Replacement Policy

Replacement requests for damaged, defective or incorrect products should be raised within the applicable reporting period mentioned above.

Once we receive the required photographs/video and verify the claim, we will advise whether the product qualifies for replacement.

Where approved, replacement will be subject to product availability.

If the same item is unavailable, we may offer an appropriate alternative, store credit or refund after consultation with you.

Returning a Product to Terrarium Labs

If we authorise a physical return, please do not send the product back without receiving return instructions from us first.

The product must be packed carefully using the original packaging wherever possible.

Fragile products must be adequately protected for the return journey.

If an authorised return is inadequately packed and suffers additional damage during return transit, this may affect the refund or replacement eligibility.

We may record the opening and inspection of returned parcels for documentation and transparency.

Custom Orders & Installations

Custom-made terrariums, paludariums, planted tanks, vertical gardens, rainforest installations and other products or projects created specifically to customer requirements are generally not returnable or refundable once work has commenced, except where there is an accepted defect or an error attributable to Terrarium Labs.

Any project-specific cancellation, installation, advance-payment or warranty conditions communicated in the quotation or proposal will apply to that project.

Workshops

Workshop bookings may be subject to separate cancellation and rescheduling conditions displayed on the relevant workshop booking page.

Where workshop-specific terms are provided, those terms will apply to the booking.

Refunds

Once a refund has been approved, Terrarium Labs will initiate it to the original payment method wherever possible.

Please allow approximately 5–7 business days after approval for us to initiate the refund.

After initiation, the time required for the amount to appear in your bank account, card or payment account depends on the bank, card network, UPI provider or payment gateway and is outside our direct control.

Shipping charges are generally non-refundable unless the return/refund results from an accepted error by Terrarium Labs or a product arriving damaged or incorrect.

Orders Cancelled by Terrarium Labs

In rare circumstances, we may need to cancel an order because of reasons such as:

• Product unexpectedly becoming unavailable
• A live product being unsuitable for dispatch
• Incorrect pricing or listing information
• Incomplete or unverifiable delivery information
• Payment failure
• An operational or shipping restriction preventing fulfilment

If we cancel a prepaid order before dispatch, the amount collected for the cancelled item/order will be refunded to the original payment method.

We will endeavour to contact you if additional information could allow us to fulfil the order instead.

Contact Us

For cancellations, damaged shipments, replacements or refund enquiries, please contact:

Terrarium Labs
1B Jatin Das Road, 1st Floor
Kolkata – 700029
West Bengal, India

WhatsApp / Phone: +91 85858 58232
Website: terrariumlabs.in

When contacting us regarding an order, please keep your order number ready so we can assist you quickly.