Our Return Promise

We want you to be completely happy with your plant purchase. If your green friend arrives damaged or isn’t quite what you expected, we’re here to help make it right.

Important Note: We accept returns and exchanges within 15 days of your receipt of the order. The item must be in its original condition, with the original packaging and tags attached.

How to Initiate a Return or Exchange

Just like carefully repotting a delicate plant, we’ve made our return process gentle and straightforward:

  1. Contact Our Plant Care Team
    Email us at [email protected] within 15 days of receiving your order. Use our Return Request Template below to ensure we have all the necessary information.
  2. Wait for Approval
    Our team will review your request and send you a Return Authorization Number within 1-2 business days.
  3. Package Your Item
    Carefully repackage the item in its original packaging, including all plant tags and care instructions.
  4. Ship Your Return
    Send the package to our address (provided in your return approval email) using a trackable shipping method.
  5. Receive Your Refund or Exchange
    Once we receive and inspect your return, we’ll process your refund or ship your exchange within 3-5 business days.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]


Dear House Plant Shop Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]

Order Date: [Date of Order]

Item(s) to Return/Exchange: [Product Name(s)]

Reason for Return/Exchange: [Please describe the issue]

Preferred Resolution: [Refund / Exchange for (specific product)]

Photos Attached: [Yes/No – please include photos if the item is damaged]

Thank you for your assistance!

Sincerely,
[Your Name]

Refund Information

Once we receive your return:

  • Processing Time: 3-5 business days after we receive your returned item
  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable
  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error or damaged item

Non-Returnable Items

Just as some rare plants require special care, certain items in our shop have different return considerations:

  • Gift Cards – These are non-refundable, just like the joy of giving!
  • Live Plants with Signs of Poor Care – Plants that show evidence of improper care after delivery (overwatering, insufficient light, etc.)
  • Opened Fertilizer & Treatments – For safety and hygiene reasons
  • Personalized or Custom Items
Plant Health Note: We guarantee the health of our plants upon delivery. If your plant arrives damaged or in poor health, please contact us within 48 hours of delivery with photos, and we’ll be happy to replace it or issue a refund.

Exchanges

Looking for a different plant companion? We’re happy to help with exchanges for items of equal value. If the exchange item costs more, you’ll only pay the difference. For lower-priced exchanges, we’ll refund the difference.

International Returns

Since we ship worldwide (excluding select Asian countries and extremely remote locations), international returns follow the same process. However, customers are responsible for any customs duties or international return shipping costs.

Need Help?

Our plant care experts are here to help with any return or exchange questions!

Email: [email protected]

Address: 2914 Friendship Lane, San Jose, US 95113

Response Time: We typically respond within 1-2 business days

Thank you for being part of the House Plant Shop family! We’re committed to ensuring your plant journey is as joyful and stress-free as possible.

Happy planting! 🌿