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Urban Sprouts

Refund Policy

Returns/Exchanges Concerning Plants

Shipped plants - 

All sales are final once the purchased plant has been shipped from our store. Reasons that your plant will not be eligible for return or exchange include but are not limited to:

 

  1. The purchased plant experienced cosmetic damage such as punctured/bent, discolored, or wilted leaves during transit. This is very normal for plants to experience in the mail.
  2. You changed your mind about wanting the plant after it enters the mail system.
  3. You realized that you purchased a different plant than the one you had in mind when you began shopping.
  4. The plant you received looks different from the plant displayed in its product listing but is the same species and size tier of plant listed. 
  5. You received the plant as a gift and do not want it.
  6. The plant was shipped without a nursery pot and bare-roots to maximize its survivability in transit (usually only shipped this way for large plants).
  7. A plant was purchased from the shipping not recommended list. Plants from the following genuses/families are ship at your own right and are  not eligible for refund or replacement regardless of condition upon arrival
  • Begonia
  • Calathea
  • Coffea
  • Peperomia
  • Carnivorous plants of any variety
  • Albuca
  • "String of ______" succulents
  • Tradescantia
  • Spathiphyllum
  • Ferns of any variety
  • Ficus
  • Homalomena
  • Orchids
  • Colocasia
  • Alocasia
  • Streptocarpus

 

Claims where Shipping Insurance was not purchased -

If you did not purchase Shipping Insurance with your plant order, there are two instances where you may still be eligible for a refund or replacement:

  1. Your plants arrived with mealybugs, spider mites, or a similarly threatening pest. Soil gnats and aphids do not constitute a serious threat to your plants health and are therefore not eligible for refund or replacement. We are always happy to offer knowledge, so please reach out to us if you need help treating these pests.
  2. Your plants arrived with root rot. Root rot is not always immediately obvious, so please make sure to check the roots of your plants within 48 hours of receiving them and notify us right away to make sure that you remain eligible for a refund or replacement.

You must file a claim with pictures attached to us within 48 hours of delivery or your claim will become ineligible regardless of the condition of the plant.

Plants that are damaged during the transit process will not be refunded or replaced (even if the plant may not survive).

Claims where Shipping insurance was purchased -

Please submit claims to info@urbansproutsstore.com to process returns and exchanges that qualify according to the following specifications.

Not all plants are covered by Shipping Insurance. Please reference the Shipping Insurance product page for a full list of plants that are not covered.

Rare plants are not covered by Shipping Insurance. Whether or not a plant is classified as rare is indicated on its product page.

Gifts with purchase and prizes are not covered by Shipping Insurance.

In order to be eligible for returns or exchanges, two conditions must be met:

 

  1. You must send us photos of the plants in question within 48 hours of successful delivery. These photos should include: at least one photo that displays all damage on arrival and at least one photo that displays what the plant looks like after having removed any dead material that can be safely removed without further damaging the plant (such as completely dead leaves). Please note that wilted leaves without any discoloration are not dead leaves. These photos will be used to determine whether or not the plant is unsalvageable.
  2. You must not repot the plant before filing a claim. If you repot your plant before contacting us your claim will automatically become ineligible for a refund or exchange. Please note that your claim will become ineligible even if you did not remove any of the old soil from the roots of the plant during the repot process. Checking the roots for root rot does not constitute a repot and will not invalidate your claim. Repotting here has two definitions: 
    1. Removing the plant itself from the container it was shipped in and planting it into a new container.
    2. Removing the plant from the planter it was shipped in, changing out the soil for fresh soil, and then re-planting the plant into that same container.

 

If either of these conditions are not met, your plants will not be eligible for returns or exchanges.

If it is determined that your plant cannot be nursed back to health, we will then either refund your plant or exchange it for a healthy one. Depending on the situation, both of these actions may be dependent upon the successful return of the plant in question to our storefront location via mail. The necessity of this will be determined by the representative working with you to file a claim. If this is necessary, once the dead plant has been successfully delivered to our storefront we will then either refund you for the plants in question or ship out your healthy replacement plants.

We will not process returns or exchanges for any reason if a claim is not filed within 48 hours of delivery regardless of the condition of the plant in question.

 

Hand delivered plants - 

Plants may be returned to our brick and mortar storefront located at 724 South 3rd Street, Renton, WA, but this must be done within 24 hours of purchase and you must be able to show us your receipt, paid invoice, or order confirmation email. You may return or exchange a plant for any reason within this 24 hour window so long as the plant is still in sellable condition. The condition of the plant will be either approved or denied by a store attendant when the plant is submitted in person for a return or exchange. We will not accept returns or exchanges for living plants if they are sent back to us through the mail.

Please submit claims to info@urbansproutsstore.com to process returns and exchanges that qualify according to the following specifications.

After the initial 24 hour period, you may return or exchange a plant within 7 days of purchase only if your plant dies within this 7 day window for reasons that can be attributed to the care and conditions that Urban Sprouts provided the plant in question while in our care. Reasons that your plant will not qualify for returns or exchanges within these 7 days include but are not limited to:

 

  1. You changed your mind about wanting the plant after having it for longer than 24 hours.
  2. The plant was killed by overwatering, temperature shock, physical impacts such as drops or tumbles, or any other such incidents.
  3. You realized that you purchased a different plant than the one you had in mind when you began shopping.
  4. The plant you received looks different from the plant displayed in its product listing but is the same kind of plant. 
  5. You received the plant as a gift and do not want it.

 

In order to be eligible for plant returns or exchanges within 7 days of receiving your plant, you must first be able to show us your receipt, paid invoice, or order confirmation email. After that, three conditions must be met:

 

  1. You must send us photos of the plants in question within 48 hours of successful delivery. These photos should include at least one photo that displays all damage and any dead plant material and at least one photo that displays what the plant looks like after having removed any dead material that can be safely removed without further damaging the plant (such as completely dead leaves). Please note that wilted leaves without any discoloration are not dead leaves. These photos will be used to determine whether or not the plant is unsalvageable.
  2. Your plant must die within 7 days of first delivery attempt and claims must be filed with us within this period of time. If these 7 days pass without the plant being reported to us as dead, your plant will become ineligible for any refunds or exchanges regardless of condition. We will work with you to determine whether the plant is truly dead or not. 
  3. You must not repot the plant within 7 days of delivery. If you repot your plant within this 7 day window, whether before you reach out to us or after, your claim will automatically become ineligible for a refund or exchange. Please note that your claim will become ineligible even if you did not remove any of the old soil from the roots of the plant during the repot process. Repotting here has two definitions: 
    1. Removing the plant itself from the container it was shipped in and planting it into a new container.
    2. Removing the plant from the planter it was shipped in, changing out the soil for fresh soil, and then re-planting the plant into that same container. 

 

If any of these three conditions are not met, your plants will not be eligible for returns or exchanges.

If it is determined that your plant is dead and cannot be nursed back to health for reasons that can be attributed to the care and conditions that Urban Sprouts provided the plant in question while in our care, we will then either refund your plant or exchange it for a living one. Both of these actions are dependent upon the successful return of the plant in question to our storefront location. This can be achieved either by personally delivering the dead plant to our store during normal business hours or by shipping it to us through the mail, but customers are responsible for any shipping costs associated with mailing the dead plant to our storefront for return or exchange.

We will not process returns or exchanges for any reason outside of this 7 day window regardless of the condition of the plant in question.

 

Plants that were picked up from our brick and mortar location - 

Plants may be returned to our brick and mortar storefront located at 724 South 3rd Street, Renton, WA, but this must be done within 24 hours of purchase and you must be able to show us your receipt, paid invoice, or order confirmation email. You may return or exchange a plant for any reason within this 24 hour window so long as the plant is still in sellable condition. The condition of the plant will be either approved or denied by a store attendant when the plant is submitted in person for a return or exchange. We will not accept returns or exchanges for living plants if they are sent back to us through the mail.

Please submit claims to info@urbansproutsstore.com to process returns and exchanges that qualify according to the following specifications.

After this initial 24 hour period, you may return or exchange a plant within 7 days of purchase only if your plant dies within this 7 day window for reasons that can be attributed to the care and conditions that Urban Sprouts provided the plant in question while in our care. Reasons that your plant will not qualify for returns or exchanges within these 7 days include but are not limited to:

 

  1. You changed your mind about wanting the plant after having it for longer than 24 hours.
  2. The plant was killed by overwatering, temperature shock, physical impacts such as drops or tumbles, or any other such incidents.
  3. You realized that you purchased a different plant than the one you had in mind when you began shopping.
  4. The plant did not meet your expectations.
  5. You received the plant as a gift and do not want it.

 

In order to be eligible for plant returns or exchanges within 7 days of obtaining your plant, you must first be able to show us your receipt, paid invoice, or order confirmation email. After that, three conditions must be met:

 

  1. You must send us photos of the plant in question within 48 hours of pickup. These photos should include at least one photo that displays all damage and any dead plant material and at least one photo that displays what the plant looks like after having removed any dead material that can be safely removed without further damaging the plant (such as completely dead leaves). Please note that wilted leaves without any discoloration are not dead leaves. These photos will be used to determine whether or not the plant is unsalvageable.
  2. Your plant must die within 7 days of pickup and claims must be filed with us within this period of time. If these 7 days pass without a claim being submitted, then your plant will become ineligible for any refunds or exchanges regardless of condition. We will work with you to determine whether the plant is truly dead or not.
  3. You must not repot the plant within 7 days of pickup. If you repot your plant within this 7 day window, whether before you reach out to us or after, your claim will automatically become ineligible for a refund or exchange. Please note that your claim will become ineligible even if you did not remove any of the old soil from the roots of the plant during the repot process. Repotting here has two definitions: 
    1. Removing the plant itself from the container it was shipped in and planting it into a new container.
    2. Removing the plant from the planter it was shipped in, changing out the soil for fresh soil, and then re-planting the plant into that same container. 

 

If any of these three conditions are not met, your plant will not be eligible for return or exchange.

If it is determined that your plant is dead and cannot be nursed back to health for reasons that can be attributed to the care and conditions that Urban Sprouts provided the plant in question while in our care, we will then either refund your plant or exchange it for a living one upon the successful return of the plant in question to our storefront location. This can be achieved either by dropping off the dead plant to our store in person or by shipping it to us through the mail, but customers are responsible for any shipping costs associated with mailing the dead plant to our storefront for return or exchange.

We will not process returns or exchanges for any reason outside of this 7 day window regardless of the condition of the plant in question.

 

Plants that were purchased at a discounted or promotional price - 

All sales final.

 

For all cases involving purchased plants that are found to have pests or fungal infections -

To qualify for the return or exchange of your infected/infested plant, you must meet the following condition:

You must submit a claim with pictures of the plant in question demonstrating the infection/infestation to info@urbansproutsstore.com within 48 hours of receiving your plant. Your plant will be diagnosed according to these photos and your claim will be approved or denied depending on the results of this diagnosis.

If your plant is indeed diagnosed as having a pest or fungal infection, you may choose from the two following courses of action:

  1. You can send the infected/infested plant back to our storefront location within 48 hours of receiving your plant. We will pay for shipping the plant in question back to our storefront.
  2. We can send you a free pest and fungal treatment and walk you through every step of applying this treatment to your plant until it has recovered.

 

If you submit a claim for pests or fungal infections longer than 48 hours after you receive your plant, your claim will be automatically denied.

 

For all cases concerning rare plants -

Regardless of whether or not Shipping Insurance was purchased, these items are not eligible for refund, return, or replacement in the event of damage in transit. We package all of our plants and items with care but due to the inherent risks of shipping collector plants all sales on rare plants are final regardless of condition upon arrival. We are always happy to assist with advice for helping your plants overcome the stress of transport!

 

Returns/Exchanges Concerning Non-Living Products

 

We cannot accept exchanges or returns for any of the following products, even if unopened:

  • Bath and body products including but not limited to soaps, body oils, and lip balms
  • Candles
  • Products intended for consumption by humans (this includes products such as loose-leaf teas)
  • Soil, pea gravel, bacterial inoculant, leaf polish spray, cat deterrent spray, or any other limited use plant care products.
  • Functioning, undamaged products with damaged packaging

 

Merchandise purchased at a discounted or promotional price - 

All sales final.

 

Broken or severely damaged goods -

If you receive a product that is broken or damaged, you must submit a claim with photos detailing the damage to info@urbansproutsstore.com within 48 hours of receiving the product to qualify for a refund or replacement. The photos you provide will determine your eligibility for a refund or replacement and you may be approved or denied depending on the extent of the damage. If your claim is approved and the items in question were mailed to you, the photos you provide will also be used by Urban Sprouts to file a claim with USPS for the damage. The damage must prohibit the product from functioning as intended for a claim to be approved by Urban Sprouts for a refund or replacement. 

Reasons a claim may not be approved include but are not limited to:

 

  1. A planter you purchased has minor cosmetic damage such as scratches
  2. A boxed or bagged product you received functions as intended but arrived in broken or damaged packaging
  3. A jewelry item has minor cosmetic imperfections such as small scratches or spots of dullness

 

Reasons a claim may be approved include but are not limited to:

 

  1. A pot is delivered to you with large cracks or broken spots that prohibit the proper use of the pot
  2. A tool you purchased is damaged to the point of non-functioning, such as a sprayer that will not spray water or a soil scoop that’s badly chipped
  3. A humidifier you purchased does not start when plugged in properly and turned on

 

If your claim is approved and the product in question was mailed to you, we will pay for any shipping costs associated with mailing the product back to our storefront and, if you are filing for a replacement, any costs associated with mailing the exchanged product to you. If your claim is approved and if the product was delivered to you or was picked up from our storefront, please bring the product to our storefront during normal business hours to process your return or exchange.