Welcome, plant lover! At Nature Green Store, we pour our heart into every order—from selecting the perfect Bright Indirect Light Houseplant to carefully packing your Dried Floral Bouquet. We want you to be utterly delighted with your green companions and botanical treasures. However, we understand that sometimes a plant or product may not thrive as expected, or a gift might not be quite right.

This policy is rooted in our commitment to transparency and care, just like our Privacy Policy. Please read it thoroughly to understand how we handle returns and exchanges.

📦 Key Policy Summary

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in original packaging, and in resalable condition.
  • Process: Contact us first at [email protected] to initiate a return.
  • Refunds: Issued to the original payment method within 5-10 business days after we receive and inspect the return.
  • Exchanges: We gladly exchange items for store credit or a different product of equal value.
  • Non-Returnable Items: Certain delicate or personalized items cannot be returned (see details below).

1. The Green Guarantee: What Can Be Returned?

We accept returns and exchanges for most items within 15 days of delivery, including:

  • Houseplants: (e.g., Floor Plants, Hanging & Trailing Plants, Cacti & Succulents) if they arrive damaged or in poor health due to shipping stress. Please note: Slight leaf shedding or acclimation stress is normal for live plants.
  • Non-Live Goods: Such as Gardening Hand Tools, Essential Plant Care Supplies, Botanical Art Prints, Posters & Stickers, Grow Lights, and Gift Items.
  • Unopened & Unused Supplies: Any sealed plant care product or tool.

2. Items We Cannot Accept for Return

To ensure the safety, quality, and integrity of our specialized products, the following items are final sale and cannot be returned or exchanged:

  • Dried Floral Bouquets | Everlasting Beauty: Due to their delicate, artisanal nature and to preserve their hygiene and structure.
  • Personalized or Custom Items: Any product that has been customized or personalized at your request (e.g., specific gift arrangements from our Corporate Plant Gifts & Services or Hanging Basket Arrangements made to order).
  • Opened or Used Plant Care Products: Such as fertilizers, pesticides, or soils for health and safety reasons.
  • Digital Products: Instant download items, if any.
  • Items Damaged After Delivery: Due to improper care, accidents, or environmental conditions.
  • Clearance/Sale Items: Marked as “Final Sale” in our Bargain Gifts – Sale Items section.

For live plants that arrive severely damaged or DOA (Dead on Arrival), please contact us within 48 hours of delivery with photos. We will work with you on a replacement, store credit, or refund. Our goal is your plant’s success!

3. Step-by-Step Return & Exchange Process

  1. Contact Our Rooted Care Team: Within 15 days of receipt, email us at [email protected] with your order number and details about the item you wish to return or exchange. Please describe the reason and, if applicable, attach photos.
  2. Receive Instructions: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions on where to ship the item. Please do not ship anything back without an RMA number.
  3. Pack with Care: Securely pack the item in its original packaging, if possible. Include the RMA number inside the package. For live plants, please follow our specific repacking guidelines to ensure safe transit.
  4. Ship the Item: Mail your return to the address we provide. You are responsible for the return shipping costs unless the return is due to our error or a damaged/defective item. We recommend using a trackable shipping service.
  5. Inspection & Resolution: Once we receive and inspect the returned item (typically within 5 business days), we will notify you via email about the status of your refund or exchange.

4. Refunds: When and How You’ll Get Your Money Back

  • Timing: After we approve your return, refunds will be processed to your original payment method within 5-10 business days. The timing for the credit to appear on your statement depends on your bank or payment provider (PayPal, Visa, MasterCard, JCB).
  • Amount Refunded: You will receive a refund for the cost of the returned item(s). Original shipping fees are non-refundable unless the return is our fault. Return shipping costs are the customer’s responsibility.
  • Store Credit: If you prefer, we can issue store credit in the form of an e-gift card for a faster resolution, which can be used on future purchases of Air Plants, Gift Ideas for Plant Lovers, or any other collection.

5. Exchange Requests

Want to exchange for a different Botanical Art Print or a sun-loving Full Sun Houseplant? The process is the same as a return. Please indicate your desired exchange item in your initial email. We will calculate any price difference and arrange for the new item to be shipped once the return is received and approved. Exchange shipping fees may apply.

6. Return Request Email Template

To help you get started, here’s a template you can copy, fill out, and send to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Nature Green Store Team, I would like to request a return/exchange for an item from my order. Order Number: [Please insert] Name: [Your Full Name] Email Address: [The email used on the order] Item to Return/Exchange: [Product Name, e.g., “Monstera Deliciosa – Floor Plant”] Reason for Return/Exchange: [e.g., Damaged during shipping, incorrect item, change of mind] I have read and understand the Returns & Exchanges policy. Please provide the next steps and your return address. Thank you, [Your Name]

7. Questions? We’re Here to Help.

Our customer care team, deeply rooted in Mesa, Arizona, is dedicated to cultivating positive solutions. If you have any questions about this policy or need guidance, please don’t hesitate to reach out.

Email: [email protected]
Mailing Address (for returns, only after authorization):
Nature Green Store
Attn: Returns Department
944 Dye Street
Mesa, AZ 85225, USA

Thank you for being part of our growing community. We appreciate your trust and the opportunity to help your green space thrive.

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