Refund policy
Live Goods
We offer returns/exchanges on plants within the first 7 days after you receive your items, provided the plants are not damaged, repotted, or propagated. Please pay close attention to the care instructions for each plant on our website, and avoid repotting your plant during the return period. We stand by the quality of our plants with a 7-day guarantee. If your plant fails to thrive, please reach out to us, and we will be happy to replace it for you. Proof of purchase is required for all returns/exchanges. Return shipping is the responsibility of the customer, and shipping costs cannot be refunded.
Hard Goods
We offer returns/exchanges on hard goods within the first 7 days after you receive your items. Please note that items must be in unwashed/unworn/unused condition with original packaging and tags intact. We are unable to offer returns or exchanges on earrings. Proof of purchase is required for all returns/exchanges. Return shipping is the responsibility of the customer, and shipping costs cannot be refunded.
Online Purchases
Please note that the color of items purchased online may differ slightly from how it appears on your screen due to varying monitor settings. Please also note that when purchasing an item online you are not receiving the specific item shown in the image, however we will ensure to select something comparable. No two plants are the same, and there will be some differences in the plant you receive from the sample photo on our website.
All Returns/Exchanges
For any returns or exchanges please reach out to us at urbanivyhouseplants@gmail.com with your receipt number and reason for the return within 7 days from the date you receive your items. We consider 7 days to mean 7 days from the date of purchase for in-person sales or items picked up from our micro-nursery and 7 days from the date of delivery confirmation for locally delivered or postal shipped items. All returns and exchanges require proof of purchase, and where applicable must be returned in unused condition with packaging and tags intact.
Final Sale
Items purchased at a discounted price (during a sale for example) are final sale. This does not include first-time customers who purchase online and take advantage of our "10% off first purchase" promotion. Earrings are always a final sale. Shipping costs for plants purchased online or delivered to your home cannot be refunded.
Rare Plants
We are unable to offer returns or exchanges on our rare plant collection. Please email us at urbanivyhouseplants@gmail.com if you are unsure if your plant is from our rare collection. Generally speaking, items in our rare plant collection include those items priced at or above $50 for a 4" pot (or smaller), internationally imported plants, or plants so rare that we typically only carry one in stock at any given time (such as our Monstera Mint). Uncommon plants can be returned/exchanged.
Healthy Plant Guarantee
We stand by the quality of our plants with a 7-day guarantee. If your plant fails to thrive, please reach out to us, and we will be happy to replace it for you. Proof of purchase is required for all returns/exchanges. The failed plant must be returned. Return shipping is the responsibility of the customer. Shipping costs cannot be refunded.