At our company, your satisfaction is our top priority, and we offer options for refunds, return or replacement under the following policy:
Received the Wrong Item: If you happen to receive an incorrect item, please don’t hesitate to get in touch with us within 7 days of receiving your parcel. We will promptly initiate a full-refund or free replacement in your choice at no additional cost to you.
Returning an Unwanted Product: If you wish to return an unwanted product, please get in touch within 7 days of receiving your order to start the refund and return process. Please note that the item should remain unopened and unused, and you will be responsible for the return shipping costs. While we will refund the cost of the product, please understand that we cannot refund the $9.99 shipping fee, as we are unable to request a refund from the shipping company.
Note:
Upon receiving and verifying the returned products, the refund will be processed.
Missing Parcel: In some case, the missing parcel may really up to the situation:
If the tracking number for your order indicates that it has been delivered, but you have not received your parcel, it’s possible that your package has been stolen. In such cases, we regret to inform you that we are unable to issue any refunds or replacements for your order.
If the tracking number indicates that the item is still in transit. Occasionally, the delivery timeframe may extend beyond expectations due to a high volume of delivery demands or unforeseen reasons beyond our control. If you have any concerns about your late delivery, please don’t hesitate to reach out to us via email: support@urbanplantnook.com
Damaged Shipment: In the unfortunate event of a damaged shipment such as rotten plant or dead plant, we can provide a replacement plant with no cost at following conditions:
Must Contact us within 7 days upon receiving the orders.
However, there are exceptions regarding refunds for shipping damage, which are outlined below:
Cold Weather Damage without Heat Packs: During the colder months, all the buyer are obligated to include a heat pack with all orders intended for cold states. Orders that lack heat packs and subsequently suffer cold-related damage will not qualify for replacements or refunds.
Courier-Related Delays: Please be aware that delays caused by couriers are not covered under our guarantee policy of damaged shipment.
To initiate a refund, return, replacement request or if you have any further questions, please feel free to reach out to us via email at support@urbanplantnook.com Our dedicated team is here to assist you promptly and efficiently. Your satisfaction is of utmost importance to us.
Please take note of the following:
Winter Protection is essential for orders in areas with daytime temperatures below 50°F. If temperatures plummet below 0°F, we'll postpone shipping until conditions improve, and we'll notify you accordingly.
Orders lacking Winter Protection may be canceled if temperatures in your area dip below 50°F.
Without "Winter Plant Shipping Protection," we cannot offer refunds or replacements for cold-related plant damage. Your plant's well-being is our priority.
