Refund policy

For all circumstances, please contact us at info@theplantpuddle.org or use our contact page to inform us of the problem. We will then recommend the best course of action.

Refunds
All of our substrates (including unopened) have a no return policy; this is to prevent contamination of pests and diseases. Our pots, plant supports, and other accessories are accepted for return ONLY if they are in new and unused condition. Return shipping fees are the responsibility of the customer, and all items must be carefully packed to ensure they are not damaged in the return trip. We do not provide prepaid shipping labels.

We will notify you once we’ve received and inspected your return. If approved, we will process the refund within 5 business days, and you should receive the refund within 10 business days. If more than 15 business days have passed since we’ve approved your return, please contact us at info@theplantpuddle.org.

Damages
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and find the best solution. Generally, we will refund the value of the damaged goods, or send a replacement. We may ask for photos or videos of the damaged goods as a confirmation.

Lost/Stolen Parcel
If your order tracking shows "Delivered" but you are missing the package, please contact us at info@theplantpuddle.org as soon as possible. In these cases, we will need some information from you to begin a dispute with our postal service. Once they contact you to confirm more details, we will be able to provide either a refund or a replacement.

Exchanges
Please contact us to return your items for a refund, and then make a new purchase.

Cancellation
We generally ship orders 2-3 times per week. You may cancel your order at any time before the shipping label is created.