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 genera/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

 

Hand delivered plants - 

Please contact our store within 24 hours of receipt with any concerns upon delivery. The condition of the plant will be either approved or denied by a store attendant /manager when the plant is submitted in person for 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 exchanges that qualify according to the following specifications.

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

We do not issue refunds for in store orders. In some select cases a return may be made and store credit issued at the direction of the manager on staff.

Please submit claims to info@urbansproutsstore.com for assistance 

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 conditions:

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

• Planters that have plants potted into them

• 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