Effective March 15th, 2019. We have struggled to find best practices here that are both fair to our customers and that will allow us continued growth and success as a business.
With a business model built around a living product this is a very tricky area. We are never reimbursed from the farms we purchase from, so any refunds come directly out of our bottom line. Our margins are smaller than you might think and at times direct refunds can be crippling. That said, we don't feel that our customers should bear the burden of plants that arrive in anything less than top quality.
We always want you to be happy with your purchase from our store, always. We feel customer satisfaction is a key component to our success.
However, as of March 15th, 2019 we will be utilizing store credit only for returns on plants that have shipped. We will no longer be issuing refunds back to the original form of payment for plants that ship with normal, mild changes in symmetry (plants still need water while they travel and they will sometimes utilize their oldest leaves for water consumption on their trip) and during certain times of the year a mild loss of stress colors can be expected as well. These are natural things that happen during the import process and we ask that our customers appreciate that.
We do inspect every single plant that we ship and if we feel that your plant is experiencing issues beyond those mentioned above and cannot ship your plant for some reason you will be issued a refund back to your original form of payment in this case. This is done at our discretion. We do not ship plants with elongation, abnormal leaf drop, signs of rot, nor signs of pests and obviously from time to time we experience lost/damaged packages too. If your presale purchase experiences one of these issues then a refund back to your original form of payment will be issued.
Your plant is guaranteed for a period of up to 30 days. If you experience any loss within this time period please email us at firstname.lastname@example.org and you will be issued a store credit.
Nothing has changed with our core values. We sincerely want you to be happy with your purchases from our store. If you get something you don't like, we're more than willing to fix it for you inside of a 30-day period. All you have to do is ask and you'll be issued a complimentary return label for the plants you didn't like, however a store credit will be issued in lieu of a refund. Abuse of this policy (more than five exchange requests per month) will result in return shipping charges being deducted from the issuance of your store credit.
The bottom line of this new policy is once plant ships then store credit only applies in cases of returns. If we are unable to ship your plant for reasons beyond our control you will be refunded to your original form of payment. Return requests must be made within 30 days of receipt.