Refund Policy

At Succulent Wholesale, we strive to deliver healthy, high-quality plants directly to you. We understand that sometimes things don’t go as planned, and we’re committed to resolving any issues with your order. Please read the following refund policy carefully to understand your rights and obligations regarding returns, refunds, and exchanges.

Eligibility for Refunds and Returns

Damaged or Defective Plants: If your plants arrive damaged, you must report the damage within 15 days of the delivery date, regardless of holidays, weekends, or business days. Please include detailed photos of the packaging and the damaged plants along with your order number. Claims submitted after this period may not be eligible for a refund or replacement.

Minor Cosmetic Damage: Minor cosmetic damage (e.g., small broken leaves, color changes) is normal and not considered grounds for a refund or replacement. Due to the nature of live plants, natural variation in stock should be expected.

Severe Damage: In the case of severe or irreparable damage to the plants, we will assess the claim and, based on the situation, offer either a replacement plant, store credit, or, in rare cases, a refund to the original payment method.

Natural Variation: Plants will vary in size, shape, and color from what is shown online. Refunds or exchanges will not be provided for natural variation in plant appearance.

Non-Returnable Items: Due to the perishable nature of live plants, we do not accept returns. All sales are final once the plants have shipped. Refunds or replacements will only be issued in cases of severe damage or defects.

Refund and Replacement Process

Replacement Plants: If your claim is approved, replacement plants will be shipped to you at no additional cost. Shipping times will depend on plant availability.
  
Store Credit: In certain cases, we will issue store credit for the value of the damaged plants. Store credit can be used on future purchases and does not expire.
  
Refund to Original Payment Method: Refunds to the original payment method are only offered if replacement plants or store credit cannot resolve the issue. If approved, refunds will be processed within 7-10 business days.

Shipping Fees: Please note that shipping fees are non-refundable. Refunds and credits apply only to the value of the plants, not the shipping cost.

Order Cancellations and Alterations

Order Cancellations: Orders can be canceled within 24 hours of being placed. After this period, cancellations may not be accepted, as the order may have already been processed. Canceled orders may be subject to a 25% restocking fee. If an order has already shipped, regardless of the tracking status, the refund policy outlined above will apply.
  
Order Alterations: Requests for changes to your order (e.g., adjusting quantities or plant varieties) must also be made within 24 hours of placing the order. Any alterations cannot reduce the order below the minimum order requirement and are subject to approval.

Non-Delivery or Lost Packages
If your package is marked as delivered but you have not received it, it is your responsibility to contact the courier and file a claim. We will follow the courier’s ruling in such cases and cannot be held responsible for stolen or misdelivered packages. Claims with the courier should be initiated within 48 hours of the delivery notification or as soon as the claim window allows.

Return to Sender

If your package is returned to us due to incorrect or incomplete address information provided at checkout, failure to collect the package, or refusal of delivery, the following policies will apply:

• Reshipment: The same plants will be reshipped to you at your expense. You will be responsible for the cost of reshipping, including any applicable handling fees.
• Plant Condition Upon Reshipment: We are not responsible for any plant damage incurred during the return-to-sender process. Plants may deteriorate during transit, and reshipping could impact their health. Any loss of plants during reshipment is the customer's responsibility.
• Non-Refundable: Shipping fees are non-refundable. If the package is returned to us and you no longer wish to receive the order, we can offer store credit for the value of the plants only, minus a 25% restocking fee.
• Customer Responsibility: It is the customer's responsibility to provide accurate shipping information and monitor delivery to avoid a return to sender. We are not responsible for delays or non-delivery due to incorrect information or failure to collect the package.

Backorders and Availability
In the event that a plant in your order becomes unavailable after the order has been placed, we will notify you and offer store credit, a replacement plant of equal value, or a refund for the unavailable item. Backorders are rare but may occur during high-demand seasons or due to crop availability issues.

Shipping Delays and Weather
It is the customer’s responsibility to avoid ordering plants during extreme weather conditions. If we need to hold your order due to courier network delays or adverse weather, we will communicate with you. We are not responsible for damage caused by weather conditions or delays once the plants are in transit.

Natural Variation in Plants
Each plant is unique, and natural variations in color, size, and appearance are expected. These variations are not considered defects and will not be eligible for refunds or replacements.

Customer Agreement
By placing an order on our website, you acknowledge and agree to the terms of this Refund Policy, as well as our Wholesale Terms and Conditions.

Contact Us
If you have any questions regarding this refund policy or need assistance with a damaged plant claim, please contact our customer service team at info@succulentwholesale.com. We’re here to help and ensure you have the best experience possible.