Return & Exchange Policy
At plantquility.com we are fully committed to the quality of our product as well as the satisfaction of our customers. The following is a detailed description of our return and exchange policy. These policies only apply to orders that have been placed on Plantquility.com. Please note all custom orders are subject to individual terms and conditions.
30 Day Guarantee
At Plantquility.com, each plants we offer is indeed alive and perishable! Living plants commonly react to changes in environment, as well as possible stress during transportation. We guarantee that your plant will arrive alive and healthy! In the event that your plant arrives dead, we will be happy to send you a replacement. If you find your plant is having difficulty adjusting, and dies within the first 30 days of arrival, we will be happy to send a replacement. Please review the following replacement requirements, as well as possible action that must be taken to warrant a replacement.
If your plant is having issues adjusting within the first 30 days, please contact us at firstname.lastname@example.org at the first sign of deteriorating health. Please provide detailed information on the condition or concern, as well as photos of the plant’s condition.
Our team of experts will help asses the situation and provide possible recommendations or solutions. If we are unable to remedy a solution, and your plant dies within the first 30 days or arrival, we will gladly send you out a replacement.
We do not replace plants that have died due to neglect or mistreatment as determined by the team at Plantquility. We also do not replace plants that have been repotted within the time following arrival. Replacements are limited to one plant, per plant purchased. You will be subject to a shipping fee of $9.95 or the corresponding local delivery fee for each replacement.
Issues within the first 30 days that may warrant replacement:
Plant is dead upon delivery or shows signs of significant damage during transport, >40% of foliage shows damage or discoloration, plant arrives with insects or >40% of leaves are missing from the plant upon delivery.
Common attributes of plants that will NOT be covered for replacement include:
Less than 10% of foliage missing or damaged, brown edges or tips on less than 20% of foliage, or natural blemishes not due to transport or packaging. Bruises and blemishes can easily be pruned or removed and are not an indication of a plant declining in health.
If you would like to replace your plant after the 30 day adjustment period, replacements may be purchased on a case by case basis. Please reach out to email@example.com in the event of seeking to purchase a replacement.
At Plantquility.com, we make our best efforts to ensure our plants and products are protected throughout the shipping process, and arrive safely. During the transportation process, all of our shipments are temporarily placed in the care of UPS or other logistics services. During transportation, plants may be subject to mishandled, extreme temperatures and adverse weather conditions. There is a possibility of this leading to plant or product arriving damaged. If your order arrives in an undesirable condition, please contact Hi@plantquility.com upon arrival with images as well as your order number, to move forward with us providing a replacement.
Please Note: The only parts of your order that are eligible for replacement are the plant, pot, and sand.
The Plantquility.com return & exchange policy only applies to orders in which the address was entered correctly at the time of check out.
Orders with incorrectly entered addresses may be re-routed for an additional fee, only in the event that sufficient notification is received. If your order is delivered to an address that was entered incorrectly at the time of checkout, it will no longer be eligible for re-shipments, replacements, or refunds.
It is not uncommon for shipments to be delivered to unexpected locations at the correct address. If your tracking shows that the plant has been delivered, please check around the area including any lobbies, porches, garages, side gates or entrances. On occasion, shipments may be delivered to employees, neighbors, or concierge services. If you are unable to locate a shipment that has been delivered, please contact UPS directly. Shipments that are turned away upon delivery, or have been marked as delivered to the address entered at checkout are no longer eligible for re-shipping, replacement, or refund.
Due to the nature of a perishable item, there may be times when extreme temperatures or weather conditions may force us to delay your order in effort to best deliver you the healthiest plant possible. In this event, you will receive an email informing you on the delay and when it is expected that the conditions will allow us to resume.
If you experience delivery issues, we’re happy to help! Please contact Hi@plantquility.com and we will do our best to find an amicable solution.
Return and Exchange of live plants
Due to the susceptibility of varying conditions during shipment, as well as a perishable nature, we are unable to accept any return or exchange of live product.
Return and exchange of non perishable product
We are happy to return or exchange non-perishable items such as pots and accessories when the return is initiated within 5 days of the parcel's delivery. To initiate a return or exchange, please contact firstname.lastname@example.org. Please provide your order number and listed item(s) you are seeking to return or exchange, as well as indicating the reason for return or exchange. Return shipment or shipping fees associated with return or exchange, will be the responsibility of the customer. All returns or exchanges must be in the condition in which it was received, secured in undamaged original packaging. You must provide tracking information to Hi@plantquility.com for all returns or exchanges. All returns are subject to a 15% restocking fee, which will be deducted from your refund. Shipping fees are non-refundable. Please allow 5-10 business days to process your refund.
Due to this customization process and the perishable nature of our plants, cancellations will only be accepted for a full refund within 48 hours of your original order date, or as determined on an individual case basis before your order has left our facilities.
Cancellations requested outside the 48 hour grace period may be accepted on an individual case basis, being subjected to the following:
- A 15% restocking fee may be applied to all returns initiated outside the 48 hour return window.
- Packages that have left our facilities but have not yet been delivered may still be considered for cancellation. In this case, your order will be subject to a 15% restocking fee as well as an additional $20 interception fee which will be deducted from your refund.
Please feel free to contact us at Hi@plantquility.com with any questions or concerns regarding your order. We do our best to respond within 24-48 hours and are more than happy to help!