Hello, plant lover! At House Plant Shop, we believe every plant deserves a happy home, and every customer deserves a joyful shopping experience. Just as we carefully pack each Rare Plant and Kokedama for its journey to you, we stand behind the quality of our green companions. However, we understand that sometimes a plant might not thrive as expected, or a Pot & Planter may not be the perfect fit. This policy is designed to be as clear and supportive as our plant care guides, helping you navigate returns and exchanges with ease.

1. The Root of Our Policy: Key Details

  • Return & Exchange Window: We accept returns and exchanges within 15 days of your receipt of the order.
  • Condition: Items must be returned in their original condition, with the original packaging, and (for plants) showing reasonable signs of viability upon arrival back to us.
  • Initiation: To start a return or exchange, please contact us at [email protected] within the 15-day window.
🌱 A Note on Live Plants: We are a global community of enthusiasts, and our plants travel from our sunny California nursery to your door. Due to their living nature, we cannot accept returns for plants that have declined due to changes in environment, care, or natural seasonal cycles after delivery. Our team is always here to provide care advice to help your new Tropical Indoor Plant or Succulent thrive!

2. The Step-by-Step Process: From Your Home to Ours

Think of this process as repotting—a careful transition to ensure a healthy outcome.

  1. Reach Out: Email our “root-level” support team at [email protected] with your order number and details about the item you wish to return or exchange. Use the template below to make it easy.
  2. Receive Instructions: We’ll respond within 1-2 business days (as promptly as we answer questions about Pet-Friendly Plants) with a Return Merchandise Authorization (RMA) number and detailed shipping instructions.
  3. Pack with Care: Securely repack the item in its original packaging, if possible. Include the RMA number clearly on the outside of the box. For plants, please pack them as securely as they arrived to ensure a safe return journey.
  4. Ship It Back: Send the package to our nursery address (provided in your instructions). We recommend using a trackable shipping service. Original shipping costs are non-refundable.
  5. Our Inspection & Completion: Once received, we’ll inspect the item. Upon approval, we will process your exchange or refund within 5-7 business days.

3. How to Contact Us: Return/Exchange Request Template

Copy and paste the template below into an email to [email protected] to get started.

Subject: Return/Exchange Request – Order #[Your Order Number] Hello House Plant Shop Team, I would like to request a [Return / Exchange] for my recent order. Order Number: #[Insert Your Order Number] Date of Receipt: [Date you received the package] Item(s) for Return/Exchange: [e.g., 1x “Monstera Deliciosa” (Rare Plants), 1x “Ceramic Planter” (Pots & Planters)] Reason for Return/Exchange: [Please provide a brief explanation] Please provide the next steps and any required return authorization. Best regards, [Your Full Name] [Your Email Address] [Your Shipping Address for exchanges]

4. Refunds: The Flow Back to You

  • Timing: Refunds are processed to your original payment method within 5-7 business days after we receive and approve the returned item.
  • Method: The refund will be issued back to the same payment method used for the purchase (e.g., Visa, MasterCard, JCB, or PayPal).
  • Deductions: The original shipping cost is non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

5. Items We Cannot Accept for Return

To ensure the health and safety of our plant community and the integrity of our products, we cannot accept returns in the following situations:

  • Final Sale Items: Any item marked as “Final Sale” at the time of purchase.
  • Personalized or Used Items: Custom-made Pots & Planters or used Garden Tools.
  • Digital Content: Items from our Bookstore (e.g., digital guides or e-books) once accessed or downloaded.
  • Perishable Goods: This includes cut flowers or any live plant that arrives in healthy condition but perishes due to post-delivery care, environmental factors, or acts of nature. (We’re here to help with care advice instead!)
  • Hygiene-Related Products: Opened bags of soil or fertilizers sold with Bundles.

Questions? We’re Here to Help!

Your trust is as important to us as the right soil is to a rare Monstera. If you have any questions about our policy, need plant care advice for a struggling new friend, or require further assistance, please don’t hesitate to reach out.

House Plant Shop
Email: [email protected]
Address: 1481 Norman Street, Long Beach, US 90802

🌿 More than a shop—we’re your partners in growing a greener, more joyful space. 🌿