At True Succulents, we prioritize the health and quality of our plants. While we generally do not issue refunds or accept returns, we understand that issues can arise. Therefore, we handle each case individually to ensure fair resolution.
Eligibility for Refunds or Credits
Refunds or credits may be considered under the following circumstances:
- Plants arrive rotten, infested with pests, or damaged due to our packaging (excluding damage caused by the delivery company).
- Issues related to plant quality must be reported within 72 hours of delivery.
Refunds or credits will not be issued after this 72-hour window. If a return is allowed, customers are responsible for purchasing return shipping.
Shipping Potted Plants
We take extra care when shipping potted plants to ensure they are packed securely to withstand the journey. However, due to the nature of shipping, plants may shift or even become uprooted during transit. This is a natural risk when shipping living plants, and it does not qualify as damage caused by our packaging. If a plant becomes uprooted, carefully replant it upon arrival, and it should recover with proper care. We appreciate your understanding of this possibility.
Plant Health and Inspection
Before leaving our greenhouse, all plants are thoroughly inspected for health and disease. However, we cannot control how plants are cared for once they leave our facilities.
Shipping and Delivery Issues
For any plants lost, damaged or delayed during transit by USPS or UPS, orders are insured for $100. We are here to assist you in filing and processing insurance claims, but please note that refunds will not be issued directly from our store but from the UPS and USPS. We are not responsible for damage, loss or delays caused by delivery companies. The insurance claim process with USPS or UPS can take several weeks, we appreciate your patience during this period.
Non-Refundable Issues
We will not issue refunds or credits for the following:
- Minor etiolation
- Minor leaf damage or loss
- Minor differences or loss of color
- Cluster separation
- Orders lost or delayed by UPS or USPS after departure from our greenhouse
- Orders delivered to the wrong address due to customer error
- Issues or delays caused by transshipping or third-party shipping forwarders. If you choose to forward your order out of the country, you assume all risks, including customs delays, dead plants, or any other issues related to overseas forwarding. Complaints or refund requests regarding transshipped orders will result in the termination of the customer account.
International Shipping
When shipping to Canada or any country outside the USA the customer assume all responsibility and shipping risk for the package and any import taxes or duties.
Important Notice
Please remember, you are purchasing living things, not regular commodities. If you disagree with our refund policy, please refrain from purchasing plants from our store.
