Refund policy
We would like to see you happy. Please be sure to read through our return policy before you place your order.
Cancelation of orders
Immediately make contact with i-go-eco via WhatsApp 0786620073 or support@i-go-eco.co.za
Cancelling orders within 24 hours after the order was placed will have a 5% fee deducted from the order and shipment total. Cancelling orders after 24 hours of placing the order will have a 10% fee deducted from the total order and shipment total.
Orders canceled by you while your order is in transit to you: You will be charged for the shipment cost already incurred from i-go-eco to you as well as additional shipment costs to reroute the parcel back to i-go-eco plus a 10% cancelation fee of the total order.
Return and Refunds
We have a 7-day return policy on all goods other than plants, all soils and terrariums, which means you have 7 days after receiving your item to request a return.
Plants, all soils and terrariums can only be considered for return if the return process is actioned within 24 hours from the time that you have received it.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at roelfnicolas@i-go-eco.co.za. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at roelfnicolas@i-go-eco.co.za.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, has an infestation or if you receive the wrong item, so that we can evaluate the issue.
Plants, soil and potting soil with serious infestations must be reported to i-go-eco within 24 hours after the order was received in order to be eligible. A serious infestation will be regarded as a plant with large visible clusters of pests on a plant or in soil/potting soil.
This does not include plants and soil that come with natural or harmless creatures/insects like centipedes, millipedes, springtails, isopods and spiders.
Soil and or potting soil that is wet or moist will not be considered for a return or refund.
Exceptions / non-returnable items
Certain types of items cannot be returned after 24 hours from the date that you have received it, like perishable goods, plants, all soils and terrariums, custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the payment and reflect in your account.