Last updated: May 2, 2026
We grow and ship living plants, so our return and refund process is a little different from a typical retailer. This page explains exactly what is covered, what isn’t, and how to make a claim. By placing an order with houseplants, you agree to the terms below.
The Short Version
- Plant arrived damaged or unhealthy? Email us within 48 hours with photos. We’ll refund or replace, including reasonable shipping.
- Changed your mind on a healthy plant? Contact us within 7 days. Live plants generally are not returnable; we’ll review case-by-case.
- Order not yet shipped? Email us right away to cancel for a full refund.
- Plant declined after delivery? Care issues after arrival are not covered, but we’re happy to help troubleshoot.
1. Damage on Arrival
If your plant arrives in unacceptable condition – major leaf damage, broken stems, dehydration beyond normal transit stress, frozen, or visibly diseased – you have 48 hours from delivery to file a claim.
To file a claim, email [email protected] with:
- Your order number
- Clear photos of the plant from multiple angles, ideally taken in natural light
- A photo of the original packaging if it shows damage
- A short description of what’s wrong
We aim to respond within two business days. Once we approve a claim, you’ll get a choice of:
- A free replacement plant shipped on our next available ship date, or
- A full refund of the plant price plus original shipping, issued to the original payment method
You usually do not need to ship the damaged plant back; in most cases we ask you to dispose of it locally or compost it.
2. What Counts as “Normal” vs “Damage”
Plants are living things and minor cosmetic stress is normal in transit. The following are not grounds for a refund:
- A few yellowed or dropped leaves
- Soil shifted, settled, or partially spilled in the box
- Slight wilting that recovers within 48 hours of unpacking and watering
- Cosmetic differences from the photographs on the Site (size, leaf count, color variation)
The following are covered:
- Broken or snapped stems and major branches
- Severe leaf damage covering more than ~30% of the plant
- Visible mold, rot, or pest infestation present at delivery
- Frozen, overheated, or crushed plants
- Wrong item shipped
3. Care Issues After Delivery
Once a plant has been in your care for more than 48 hours, its health depends on factors outside our control: your light conditions, watering schedule, humidity, pests, and pets. Plant decline after that window is not eligible for a refund or replacement.
That said, we want your plants to thrive. Email us anytime at [email protected] with photos and a description of what’s happening, and we’ll do our best to help you troubleshoot.
4. Cancellations
- Before your order ships: Email us as soon as possible at [email protected]. We’ll cancel the order and issue a full refund within 5 business days.
- After your order ships: We can no longer cancel. Refuse the package or follow the damage/return process below once it arrives.
5. Returns of Healthy Plants
Live plants are perishable and difficult to return safely. We generally do not accept returns of plants that arrived in good condition. If you have a special circumstance, contact us within 7 days of delivery and we’ll review your request individually.
Approved returns require:
- Return shipping at your expense, with appropriate packaging to protect the plant
- Plant returned in the same condition you received it
- A 15% restocking fee deducted from the refund
Original shipping charges are non-refundable except where the plant arrived damaged or the wrong item was sent.
6. Non-Returnable Items
- Sale, clearance, and final-sale items
- Custom or made-to-order arrangements
- Gift cards
- Plants damaged through customer care after delivery
7. Refund Processing
Approved refunds are issued to the original payment method. Once we initiate the refund, your bank or card issuer typically posts it within 5 to 10 business days. We will email you a confirmation when the refund is processed.
8. Lost or Stolen Packages
If carrier tracking shows the package as delivered but you cannot locate it, please first check with neighbors and your local post office or carrier hub. If you still cannot recover the package, email us within 7 days of the marked delivery date and we will work with the carrier to file a trace and determine the next step.
Packages confirmed lost in transit before delivery are covered – we’ll reship or refund.
9. Wrong Address
Please double-check your shipping address at checkout. Packages returned to us due to an incorrect or undeliverable address can be reshipped at your cost or refunded minus the original shipping. Live plants returned through this process are usually not viable for resale and are not eligible for a refund of the plant price.
10. Contact
All claims, cancellations, and questions go to:
[email protected]
Please include your order number in the subject line so we can find your record quickly.
This document is a starting draft. It is not a substitute for legal advice. Have a California-licensed lawyer review and adapt it to your specific business before relying on it.