At Grow Garden Shop, we believe in the quality and hardiness of our plants, just as we believe in the integrity of our service. We want you to be completely satisfied with your green companions. However, we understand that sometimes a plant might not thrive as expected, or perhaps it wasn’t quite the right fit for your garden’s conditions.

This policy outlines our process for returns and exchanges, designed to be as straightforward and nurturing as our approach to gardening.

Our Return & Exchange Policy

We accept returns and exchanges for most items within 15 days of your receipt of the plants. To be eligible, the plant must be in its original condition and pot, and we must be notified via email within this timeframe.

Please Note: Due to the perishable nature of living plants, we cannot accept returns or exchanges for plants that have been planted in the ground, are deceased due to environmental factors post-delivery (e.g., planting conditions, weather, animal damage), or show signs of severe mishandling. This policy ensures we can continue to provide the highest quality plants to all our customers.

The Returns & Exchanges Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us: Within 15 days of receiving your order, please email us at [email protected]. Use the subject line “Return/Exchange Request – [Your Order Number]”.
  2. Provide Details: In your email, please include:
    • Your full name and order number.
    • The name of the plant(s) you wish to return or exchange.
    • Clear photographs of the plant(s) in question.
    • A brief explanation of the issue.
    • Whether you are requesting a refund, store credit, or an exchange for a different plant.
  3. Await Instructions: Our customer care team will review your request and respond within 2 business days with further instructions and a Return Authorization Number if approved. Please do not ship any plants back without this number.
  4. Ship the Item: If your return is approved, we will provide you with the shipping address to return your item. You will be responsible for paying the return shipping costs.
  5. Processing: Once we receive and inspect the returned plant, we will process your refund or exchange. We will notify you via email once this is complete.

Return & Exchange Request Email Template

To make the process easier, feel free to use and adapt the template below when contacting us.

Subject: Return/Exchange Request – [Your Order Number] Dear Grow Garden Shop Team, I am writing to request a [return/exchange] for an item from my recent order, Order Number: [Your Order Number]. The plant I would like to [return/exchange] is: [Plant Name(s)]. The reason for my request is: [Briefly explain the issue – e.g., “The plant arrived damaged,” “It’s not suitable for my garden’s conditions,” etc.]. I have attached photographs of the plant for your review. I would prefer: [Please select one: A full refund to my original payment method / Store credit / An exchange for (suggest an alternative plant)]. My full name is: [Your Full Name] The shipping address for this order was: [Your Shipping Address] Thank you for your help. I look forward to your response. Sincerely, [Your Name]

Refund Timelines and Methods

We aim to process refunds promptly after we receive and approve the returned item.

  • Timeline: Refunds are typically processed within 5-7 business days after we receive the return. The time it takes for the refund to appear in your account will depend on your original payment method and financial institution.
    • Credit/Debit Cards (Visa, MasterCard, JCB) & PayPal: It may take 5-10 additional business days for the refund to be posted to your account.
  • Method: Refunds will be issued to the original method of payment. If you paid via PayPal, the refund will be sent to your PayPal account. If you paid by credit or debit card, it will be refunded to that same card.

For exchanges, we will ship the new plant to you as soon as possible, typically within 1-2 business days of approving the exchange. Standard or free shipping rates will apply.

Non-Returnable Items

Based on the nature of our products, the following are typically not eligible for return or exchange:

  • Plants that have been planted in the ground.
  • Plants that have perished due to factors after delivery (e.g., planting conditions, watering, weather, animal damage like from deer).
  • Plants that show signs of severe mishandling or neglect after delivery.
  • Any item not in its original state or pot.

We stand behind the health and quality of our plants when they leave our care. If your plant arrives damaged or in poor health, please contact us immediately—we are here to help!

Questions?

If you have any questions about our returns and exchanges policy, please don’t hesitate to reach out to our friendly customer service team at [email protected]. We’re happy to assist you.

Thank you for helping us nurture a community of happy gardeners and thriving plants.

Happy Gardening!
The Grow Garden Shop Team