Refund policy

Refund and Warranty Policy for Plants

We aim to provide the highest quality plants and exceptional service. However, live plants can sometimes arrive with issues due to the nature of shipping. To address these concerns fairly and consistently, we have established the following Dead-on-Arrival (DoA) Policy Warranty. Please carefully review the conditions for filing claims and note what types of damages are and are not refundable.

Conditions for Warranty Claims

Your warranty claim may be void if any of the following apply:

  1. No Unboxing Video Provided: Claims must include a clear, continuous video showing the unboxing process to verify the condition upon arrival.
  2. Delayed Reporting:
    • Damages must be reported on the day of delivery (Day +0 of arrival) with detailed videos and/or photos.
    • Plant condition updates must be submitted to customer service by Day +5 of arrival to validate ongoing health concerns.
  3. Improper Handling or Acclimation: Refunds are not provided for plants that deteriorate due to improper care or handling by the customer after delivery.
  4. Environmental or External Factors: Plants damaged by uncontrollable circumstances (e.g., weather) after appropriate precautions by us are not eligible for refunds.

Types of Damages and Refund Eligibility

Non-Refundable Damages:

The following types of damages are considered normal variations or caused by external factors beyond our control, and are not eligible for refunds:

  1. Cosmetic Damages:

    • Yellowing or browning of leaves.
    • Folded, wilted, or broken leaves.
    • Minor stem or petiole damage.

  2. Third-Party Courier Issues:

    • Shipping delays.
    • Damaged packaging (e.g., torn box, crushed materials).
    • Lost packages due to courier mistakes.

  3. Customer Errors:

    • Incorrect address or contact details.
    • Mishandling during unboxing or acclimation (e.g., using sharp tools that harm the plant).
    • Delayed package pickup from the courier, resulting in plant stress.

  4. External and Uncontrollable Damages:

    • Weather-related issues (e.g., heat or frost damage) despite our precautionary measures.
    • Acts of nature or force majeure events.

Refundable Damages

Refunds are only applicable for substantial issues that render the plant unviable upon delivery. Examples include:

  • Completely dead plants on arrival (e.g., fully rotted stems or roots).
  • Severe and irreparable physical damage caused during shipping (e.g., uprooted plants or missing major parts of the plant).

Claims meeting the above criteria must include detailed evidence and meet all warranty conditions outlined above.

Return Policy for Full Refunds

To qualify for a full refund, the plant(s) must be returned to us.

  • We will provide a prepaid shipping label to cover the return shipping costs.
  • The plant(s) must be packaged securely and returned within 7 days of approval for the claim.
  • Failure to return the plant(s) within this timeframe will void eligibility for a full refund.

Once the returned plant(s) are received and inspected, we will process the refund.

Filing a Claim

To file a claim:

  1. Email us: Use our email - hello@plantthatplant.com. Include:
    • Unboxing video (mandatory).
    • Photos/videos clearly showing the damage.
  2. Provide Timely Updates: Send updates about the plant's condition to our customer service by Day +5 of arrival.

We reserve the right to decline claims that do not meet the policy requirements or lack sufficient evidence.

Thank you for understanding that these measures are in place to ensure fairness and transparency while balancing the challenges of shipping live plants. If you have any questions, please contact our customer service team.