Refund and Guarantee Policy
- Return Period: Customers have 14 days from the date of receipt to return any items, with the exception of live plant material. Live plant material does not have a refund policy unless we shipped the wrong material by mistake.
- Return Requirements: All items must be in their original, unused condition and include all original packaging and accessories. The customer is responsible for the return shipping costs unless the item was received damaged or defective.
- Refund Processing: Upon receipt of the returned item, we will inspect it to ensure it meets the return requirements. If the item meets the requirements, a refund will be processed within 5-7 business days. Refunds will be issued to the original payment method.
- Damaged or Defective Items: If an item is received damaged or defective, the customer must contact us within 7 days of receipt to initiate a return. We will provide a return label and cover the cost of return shipping for damaged or defective items.
- Exchanges: If the customer would like to exchange an item, they must initiate a return and place a new order for the desired item.
- THRIVE GUARANTEE: We guarantee an 80% survival rate (we've got as high as 96%) if you follow the instructions that we provide. We can't refund if cuttings weren't stored in a cooler while holding or irrigated upon planting. See full planting instructions here. We will replace any product that doesn't make it over the 20% rate.
By using our services, customers agree to the terms and conditions of our refund policy. If you have any questions or concerns, please do not hesitate to contact us.