Refund policy

Last Updated: April 3rd, 2026

1. OVERVIEW

Because we sell live plants and perishable nursery stock, all sales are final except as expressly provided in this Policy.

Plants are living products subject to natural variation and environmental factors beyond our control. This Policy is designed to address limited situations involving material damage occurring during delivery, while preserving the health and biosecurity of our nursery stock.

2. NO RETURNS OR EXCHANGES

We do not accept returns or exchanges of any plants or plant-related products once they have:

  • left our nursery, or
  • been delivered to the shipping address or property provided in your order.

This restriction is necessary to:

  • prevent introduction of pests, pathogens, or contaminants into our nursery inventory; and
  • comply with applicable agricultural and nursery biosecurity practices.

3. LIMITED ARRIVAL GUARANTEE (DAMAGED OR DOA PLANTS)

We will consider claims only for plants that arrive:

  • materially damaged in transit; or
  • dead on arrival (“DOA”).

All claims are subject to strict compliance with the requirements below.

4. CLAIM REQUIREMENTS (STRICT)

To be eligible for review, you must:

(a) Timing Requirement
Notify us within 48 hours of confirmed delivery (based on carrier tracking or delivery confirmation).

(b) Documentation Requirement
Provide:

  • your order number; and
  • clear, well-lit photographs showing:
    • the entire plant as received;
    • the specific damage or issue; and
    • the packaging (including box and packing materials), if damage is transit-related.

(c) Condition Requirement
The plant must:

  • remain in substantially the same condition as delivered; and
  • not have been repotted, transplanted, pruned, or materially altered.

Failure to meet any of these requirements may result in denial of the claim.

5. RESOLUTION OF APPROVED CLAIMS

If we determine, in our sole discretion, that a claim is valid:

  • We will provide a replacement plant, subject to availability.
  • If a replacement is not available, we may issue a store credit or, at our discretion, a refund.

We do not guarantee that replacement plants will be identical in size, maturity, or appearance due to natural variation.

6. EXCLUSIONS (NON-COVERED CONDITIONS)

The following are not considered defects and are not eligible for replacement, refund, or credit:

  • Minor cosmetic imperfections (e.g., small leaf blemishes, insect marks, natural variation)
  • Normal transplant shock or acclimation stress
  • Damage resulting from:
    • improper watering, lighting, or care
    • weather exposure after delivery
    • delayed retrieval of delivered packages
    • freezing, heat exposure, or sun damage after delivery
  • Plants that decline after delivery for any reason
  • Soil disturbance, leaf drop, or minor breakage consistent with normal shipping stress
  • Any issue reported after the 48-hour claim window

7. DELIVERY CONDITIONS AND CUSTOMER RESPONSIBILITY

You are responsible for:

  • providing an accurate shipping address;
  • ensuring safe and timely receipt of delivery; and
  • promptly opening and inspecting your order upon delivery.

We are not responsible for damage or loss resulting from:

  • incorrect or incomplete addresses;
  • delivery delays outside our control;
  • packages left unattended;
  • forwarding or redirection of shipments; or
  • exposure to extreme temperatures after delivery.

8. ORDER CANCELLATIONS AND PRE-SHIP REFUNDS

You may request cancellation of an order before it is prepared for shipment or delivery.

If cancellation is approved:

  • refunds will be issued to the original payment method;
  • processing times may vary depending on your financial institution; and
  • it may take 10–14 business days (or longer) for funds to appear.

Once an order has been processed, packed, or prepared for shipment or delivery, it may no longer be canceled.

9. CHARGEBACKS AND DISPUTES

If you initiate a chargeback or payment dispute without first contacting us and providing an opportunity to resolve the issue under this Policy, we reserve the right to:

  • contest the chargeback; and
  • limit or refuse future orders.

10. CONTACT

To submit a claim or request assistance, contact:

plants@thegoodplantco.com