Refund policy

CANCELLATIONS, ORDER CHANGES & REFUNDS

Please note that all online sales are final once shipped. PlantTheStudio does not accept returns on any items. This cancellation policy applies to all purchases made through our online platform. Please review the following terms and conditions carefully:

Standard Restocking Fee: A restocking fee of 15% of the total order value will be deducted from all refunds for cancelled orders. This fee helps cover the administrative costs related to restocking our inventory and the resources left unused due to the cancellation.

Please be aware: The decision to make a purchase should be taken seriously. Preparing live plants for shipment involves several steps, including monitoring plant medium moisture and ensuring professional packaging. The restocking fee assists in covering these preparation costs. Your understanding and consideration are greatly appreciated when making purchasing decisions.

By placing an order with us, you agree to this cancellation policy. If you have any questions or concerns about this policy, please do not hesitate to contact us. 

Pickup Policy

All pickup orders must be collected within 14 days of purchase. After that period, we cannot guarantee the condition of your plants, and your order may be donated, resold, or discarded.

DAMAGES

In the event that you encounter any issues with your order, including receiving plants that are Dead on Arrival (DOA) or the wrong order, please adhere to the following guidelines when submitting a claim:

DOA Submission Deadline: Your claim must be submitted HERE within 12 hours of confirmed delivery. Failure to do so will result in the automatic voiding of your warranty or guarantee.

Submission of Evidence: Please provide a clear unboxing video and photograph of the plant when submitting the form.

After reviewing the provided evidence, if we believe the item is salvageable, we reserve the right to request the customer to ship it back to us in its original condition and packaging at their own cost if they decide to receive a full refund. The customer must ship it back within 3 business days and provide the tracking number to us. Additionally, the customer will be charged the standard restocking fee, which will be deducted from the refund once we receive the package within the specified timeframe.

Please note that shipping costs are non-refundable. By placing an online order with PlantTheStudio, you agree to this policy.

We are not responsible for any damages caused by shipping delays or issues during transit, as these are beyond our control. If your package is delayed or damaged due to the carrier, we’re happy to help you file a claim.

If a replacement is provided, customers are responsible for all shipping-related fees.

If you have any issues with your tissue culture plantlet upon receiving your order, please don’t open the bag and contact us immediately. Once you open the tissue culture bag, it indicates that you have started the acclimation process, and we cannot be held responsible for any issues that may arise thereafter, as it is beyond our control.

For plugged plants, please do not remove the plug. We are not responsible for any damage or decline if the plug is removed.

LOST/STOLEN AFTER DELIVERY

If your package is marked as delivered by the carrier, but you have not received it, please thoroughly check around your home and with any neighbors who might have accidentally received it. If 24 hours have passed and you still have not received your delivery, please reach out to us at support@plantthestudio.com. Please note that we are not responsible for lost packages, as this is out of our control once the package leaves our facility. However, we will work together to find a solution and provide information for filing claims with the shipping carrier. By placing an online order with PlantTheStudio, you agree to this policy.