Refund Policy


Returns, withdrawal,
and natural products policy

This policy governs the procedures for handling returns, the exercise of the right of withdrawal, and reports concerning damaged, deteriorated, or non-conforming products purchased on Caput Mundi Labs.

info@caputmundilabs.com
Important Items sent without a prior request cannot be accepted.
1

Product images and characteristics

The product images on the site are for illustrative and representative purposes only.

As these are natural products and, in some cases, living organisms, the shape, size, color, foliage, root system, habit, and aesthetic characteristics may vary from the published images. Such variations, if compatible with the nature of the purchased product, do not automatically constitute a defect or non-conformity of the product.

Customer protection The customer's right to protection provided by applicable law remains unaffected in the event that the received product is incorrect, damaged, or does not conform to the essential description of the purchased goods.
2

Right of withdrawal

For online purchases made by consumer customers, the right of withdrawal may be exercised within 14 days of product delivery, in the cases and within the limits provided by applicable law.

To exercise the right of withdrawal, the customer must send an explicit notice to the address info@caputmundilabs.com, or use the withdrawal form available on the dedicated page of the site. The communication must indicate the order number, the purchaser's details, and the product for which the withdrawal is intended.

Living plants — documentation required In the case of living plants or natural products, the withdrawal notice must be accompanied by clear, up-to-date photographs of the product, so as to allow Caput Mundi Labs to document the condition of the plant at the time of the request and verify that the item has been kept in conditions compatible with its nature.

The request for photographic documentation does not limit the exercise of the right of withdrawal in cases where it is provided by law, but it is necessary to assess the condition of the product, its correct storage, and any decrease in value resulting from unsuitable handling after delivery.

The customer is responsible for any decrease in the value of the goods resulting from handling or management other than that necessary to establish their nature, characteristics, and condition.

In the case of living plants, deterioration attributable to lack of care, incorrect exposure, improper watering, delay in opening the package, storage in an unsuitable environment, or other management incompatible with the nature of the product may be taken into account for the purpose of a refund reduction.

Cases of exclusion The right of withdrawal does not apply in cases excluded by law, including, by way of example, the supply of custom-made or clearly personalized goods and the supply of goods that are liable to deteriorate or expire rapidly.

In the case of living plants or particularly delicate plant products, Caput Mundi Labs will evaluate the request taking into account the nature of the product, its condition at the time of delivery, the time elapsed since delivery, the condition documented at the time of the request, and the possibility of return in suitable conditions.

Rights always guaranteed The customer's rights in the event of an incorrect, damaged, or non-conforming product at the time of delivery remain fully guaranteed.
3

Return procedure

In the event of exercising the right of withdrawal, where applicable, the customer must return the product within 14 days of the withdrawal notice.

  • Return shipping costs are borne by the customer, unless otherwise agreed in writing or provided by law.
  • The product must be returned intact, complete with any accessories, labels, and materials received.
  • The packaging must be suitable and protective.
Living plant packaging For living plants and natural products, the return shipment must be made using packaging equivalent to that used for the initial shipment, so as to preserve the product during transport and avoid damage, crushing, breakage, dehydration, or deterioration due to inadequate packaging.

Any damage resulting from unsuitable packaging, incorrect handling of the return, or deterioration of the product not attributable to Caput Mundi Labs may be assessed for the purpose of a refund reduction, within the limits permitted by applicable law.

4

Refund

In the event of a validly exercised withdrawal, Caput Mundi Labs will proceed to refund the amounts due according to the timelines provided by applicable law.

Receipt of return or proof of shipment The refund may be withheld until receipt of the returned product or until proof of shipment of the goods has been provided, whichever is earlier.
Original payment method The refund will be made using the same payment method chosen at the time of purchase, unless otherwise agreed.
Additional shipping costs Any additional costs resulting from the choice of a delivery method other than the least expensive standard delivery method offered at the time of purchase will not be refunded.
Refund reduction — living plants In the case of living plants or natural products, if the returned item shows a decrease in value due to unsuitable handling after delivery, Caput Mundi Labs may assess a refund reduction within the limits permitted by law. Factors that may have an impact include: lack of or incorrect care, exposure to inadequate environmental conditions, incorrect watering, delay in opening the package, damage during return shipment, or unsuitable packaging.
5

Products damaged, deteriorated, or non-conforming upon delivery

In the event that the customer receives a product that is damaged, abnormally deteriorated, incorrect, or seemingly non-conforming, they are invited to contact Caput Mundi Labs as soon as possible at the address info@caputmundilabs.com, preferably within 48 hours of delivery.

The report must include:

  • Order number
  • Description of the problem encountered
  • Clear photographs of the product received
  • Photographs of the external and internal packaging
  • Any photographs of the shipping label
The request for photographic documentation is intended to allow Caput Mundi Labs to verify the state of the product at the time of delivery and correctly manage the report. Consumer rights provided by the legal warranty of conformity are not limited by the preferential deadline indicated above.

In the event of verified non-conformity, Caput Mundi Labs will adopt the remedies provided by applicable law, which may include replacement, full or partial refund, price reduction, or another solution agreed upon with the customer.

6

Living plants and acclimatization period

Plants are living organisms and may be affected by transport, temperature fluctuations, time spent in packaging, and changes in environment.

After delivery, the plant may manifest physiological signs of stress, including:

  • Slight loss of tone
  • Drooping leaves
  • Small variations in color
  • Limited leaf loss
  • Vegetative slowdown or a need to adapt to the new environment
Normal acclimatization Such phenomena can be part of the normal acclimatization period following shipment and do not automatically constitute a defect or non-conformity of the product.
Exclusions from this provision Conversely, cases of evident damage, abnormal rotting, severe breakage, incorrect product, or conditions incompatible with what was purchased remain excluded.
7

Product care after delivery

From the moment of delivery, the customer is responsible for the proper handling and storage of the product. For living plants, it is necessary to:

  • Remove packaging promptly
  • Place the plant in a suitable environment
  • Avoid extreme exposure to heat, cold, or direct sunlight if not appropriate
  • Follow any care instructions provided by Caput Mundi Labs
Customer responsibility Any deterioration resulting from lack of care, incorrect exposure, improper watering, delay in opening the package, or unsuitable handling after delivery cannot be attributed to Caput Mundi Labs, unless it depends on a defect that already existed at the time of delivery. In cases of withdrawal, such deterioration may be assessed for the purpose of a refund reduction, within the limits permitted by applicable law.
8

Exceptions and products not subject to withdrawal

In addition to the cases indicated in point 2, the right of withdrawal is excluded, within the limits provided by law, for:

  • Gift vouchers
  • Custom-made or clearly personalized goods
  • Goods which, by their nature, are liable to deteriorate or expire rapidly
For non-perishable materials and accessories—such as pots and packaged substrates—the general return and withdrawal conditions indicated in this policy apply.
Contacts To initiate a return, withdrawal, or report a damaged or non-conforming product, write to info@caputmundilabs.com. Complete information regarding the identity of the seller is available on the information pages of the site.