Returns, Guarantee Redemption, and Replacement Procedures
This policy is to ensure that we consistently offer the same service to all customers. We want to prioritize making the customer happy by quickly replacing the item they have brought to return. We must always have the attitude that if a customer has a plant with a problem, it is our fault for not giving them the correct information. Once a customer has their replacement, gently inquire to see if they require additional information to help them obtain a better result. Never make the customer feel like they did something wrong.
The treelot and perennial section have extended guarantee periods. We collect customer’s contact information, as well as provide planting instructions.
All financial transactions for returns and replacements must be handled at the checkout.
Please remember, if the product is within our guarantee window, the customer is eligible for a replacement or store credit – no matter what.
Example: a customer purchases a houseplant and it is damaged or dies within 30 days. It doesn’t matter what happened, we replace the plant or give the customer a store credit for the purchase price.
If a product is returned in its original pot/packaging with no damage within the guarantee window, the customer is eligible for a cash refund.
Example: A customer purchases multiple packs of vegetable transplants. After planting their garden, they have packs left over. They bring back the packs in their original containers with no damage and their receipt. We will give them a cash refund.
Remember, these are guidelines only. Always side with the customer. You can make the final determination, if they are a bit late returning their purchase outside of the timeframes. If you are unsure, ask a supervisor to help.