If your plant ever arrives in poor condition due to a heavy transport journey, send us within 48 hrs. after the receipt of the plant a photo to our email address at: support@houseplantexperience.com and we will always be happy to provide a replacement if necessary. After all, you have bought a healthy plant and it is our duty to deliver that to you. Replacing a plant will always be at our discretion and is based on the photos and info you have provided us. If the plant you need to be replaced is temporarily out of stock, we can send you another plant of your choice at a similar value.
Replacement policy: If a plant can be considered 'completely lost on arrival' (due to a smashed box or a dead plant), the customer can choose between an immediate refund or a replacement shipment by informing: support@houseplantexperience.com within 48 hours of receiving the plant. Please note that if we were to send a replacement instead of a refund, we would not be liable for the plant that arrived damaged. We want nothing more than a satisfied customer and that is why working together is almost always the best solution.
Return Policy: All live plant sales are FINAL. Please know that we only accept returns on plant accessories or non-perishable items. Plants don't do well on a second shipping trip so if the plants were to be shipped back to us, it would arrive in worse condition than it arrived to the customer. If your order arrives damaged then please contact us at: support@houseplantexperience.com. A damage inquiry without photo proof is not eligible for a refund. Due to the nature of live plants, not all damages merit a full refund. Please see our examples below on what damage merits what kind of refund/replacement option.
Partial Refunds on plants: If the customer receives a plant that has slight cosmetic damage (= a couple of yellowing leaves, one or two broken stems but not damage to the plant's root) but the plant is still able to thrive in its condition, we are able to issue a refund of up to 50% of the original plant price. We do not issue credit on shipping-costs, even when these are included in the retail price.
Below is an example of a plant that would warrant a partial refund of 30%, after pruning the yellowing leaf the plant will continue to thrive.
Address Changes: Every customer has up to 36 hours after ordering to notify us of an address change. When the plant has already been shipped, we will not able be to issue an address change after the shipping- and tracking information is uploaded. When needed it is always best to email us at support@houseplantexperience.com after these 36 hours as there are times (but no guarantees) that orders are not shipped yet within this exact time frame.
Policy on customer submitting incorrect address after delivery: Due to some issues of orders being shipped to the incorrect address (by mistake from the customer), we are offering a 10% discount on a replacement shipped to the correct address but .... Please make sure your address is correct when you order your plants.
Refunds to payment method only: Please note we may only issue a refund to the payment method the customer has used. If the customer uses a gift card or pre-paid card, the refund may only return to that card. Under no circumstances will refunds exceed the original purchase price.
Returns on Physical Items: Please note if a customer requests to return a physical item and the item is not damaged from shipping, we will have to deduct a $7 return- and a processing fee from the total order.
Types of damage to live plants that can be saved: If the plant arrives slightly damaged or limp, this may be a result of the plant being deprived of light and water. From our experience, many plants can be brought back to complete health after a few days of routine watering and care. It is always best to send us a photo as we can assist you on this process.
Cancellation of an order before shipping: You have the possibility to cancel any order for our products, free of charge and without reason, provided that the order has not already been processed. Once an order has been processed and confirmed we can no longer cancel a delivery.
Why does my plant not look like the listing photo? One thing to note is that no two plants are the same and plants may arrive with slightly more of less abundance of leaves. Some plants may arrive bushier or taller depending on the way this plant is grown. If the plant is drastically different than the listing photo or completely underwhelming, send us a photo over to support@houseplantexperience.comand we are happy to issue a partial- or full refund, or a replacement depending on the condition of the plant.
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