Our Returns & Exchanges Promise

We stand behind the quality of our plants and products. Whether you’re a city dweller starting with a resilient Snake Plant, a gardener selecting Shrubs & Hedges, or a plant enthusiast adding a stunning Monstera to your collection, we aim for your complete satisfaction. Our returns policy is designed to be as clear and trustworthy as our plant care instructions.

Key Policy Summary

  • Return Window: 15 days from the delivery date.
  • Condition: Items must be in original, resalable condition with original packaging.
  • Non-Returnable Items: Personalized/custom items, perishable goods (cut flowers, soil), and digital downloads. Based on our product range, all live plants (including House Plants, Outdoor Plants, Annuals, Perennials, etc.) are generally returnable if they arrive damaged or unhealthy.
  • Return Process: Initiate a return via email, receive an RMA & instructions, ship the item back.
  • Refund Method: Original payment method.
  • Refund Timeframe: 5-10 business days after we receive and inspect the return.

Step-by-Step Return & Exchange Process

  1. Contact Us Within 15 Days
    Email our support team at [email protected] with your order number and reason for return/exchange. Please include photos if the plant is damaged or unhealthy.
  2. Receive Your RMA & Instructions
    We’ll respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed shipping instructions. Do not ship any items back without an RMA number.
  3. Package & Ship Your Return
    Securely package the item(s) in their original packaging, if possible. Include the RMA number clearly on the outside of the box. Ship to the address provided in your instructions.
  4. Inspection & Processing
    Once received, our team will inspect the item(s) within 3-5 business days. We’ll notify you via email once the inspection is complete.
  5. Refund or Exchange Fulfillment
    For approved returns, your refund will be processed to your original payment method. For exchanges, we will ship the replacement item once the return is approved.

Return Request Email Template

To make the process easier, you can use the template below when contacting us. Simply copy, paste into an email, and fill in the bracketed information.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Urban Garden Store Support Team, I would like to request a [return / exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Order Date] Item(s) to Return/Exchange: [e.g., 1x Monstera Plant, 1x United Nursery Pothos] Reason for Return/Exchange: [e.g., Plant arrived damaged, Changed my mind, etc.] [If applicable: I have attached photos showing the issue.] Please provide the next steps and your return address. I confirm that the item(s) are in their original condition and packaging. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Refunds: Timing & Method

Once your return is received and inspected, we will send you an email notification. If approved, your refund will be processed automatically to your original method of payment. Please note:

  • Processing Time: 5-10 business days after approval.
  • Payment Methods: Refunds will go back to the original Visa, MasterCard, JCB, or PayPal account used for purchase.
  • Shipping Costs: Original shipping fees are non-refundable, unless the return is due to our error or a damaged item.
  • Depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to appear on your statement.

Exchanges

We are happy to exchange an item for a different size, variety, or product of equal value. To initiate an exchange, follow the standard return process above and specify in your email that you would like an exchange and which item you prefer (e.g., exchanging a Snake Plant for a Succulent). We will ship the replacement once the original return is received and approved. Shipping charges for the replacement item may apply.

🌱 Special Note for Live Plants: We understand that live plants are unique. If your plant arrives significantly damaged or unhealthy (e.g., broken stems, severe wilting not due to transit shock), please contact us within 48 hours of delivery with photos. We will prioritize your case and typically offer a replacement or refund without requiring a return, as our goal is to ensure you receive a thriving plant.

Non-Returnable Items & Situations

To ensure fairness and sustainability, the following cannot be returned or exchanged:

  • Items not purchased from Urban Garden Store or urbangardenstore.com.
  • Items damaged due to customer misuse, improper care, or after the 15-day return window.
  • Personalized or custom-made items (if offered).
  • Perishable goods such as cut flowers, fertilizers, or soils (opened).
  • Final sale items (clearly marked as such).

Based on our current menu and product focus, all live plants (including United Nursery lines) are returnable if they meet the conditions above.

Shipping Your Return

You are responsible for the cost of return shipping unless the return is due to our error. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of uninsured packages. Our return address will be provided with your RMA instructions.

Our Address for Returns (By Request Only):
Urban Garden Store
Returns Department – RMA #[Provided] 2143 Shearwood Forest Drive
Manchester, US 03109

Questions?

We’re here to help! Our support team is as friendly and dedicated as our plant care experts. Contact us at [email protected] for any questions about returns, exchanges, or your order.

Thank you for being part of our global community of plant lovers. We appreciate your trust and are committed to helping you bring nature to your doorstep.