At Green Monstera we want you to be delighted with your houseplants and accessories! We understand that sometimes things don’t work out as planned, especially when dealing with live plants. Please read our policy carefully to understand your options.
General Returns & Refunds
- Eligibility Window: You have 14 days from the date of delivery to initiate a return for non-plant items (accessories, pots, tools, etc.).
- Condition: Items must be returned in their original, unused condition with all original packaging. We cannot accept returns of items that show signs of wear, damage, or use.
- Proof of Purchase: A receipt or proof of purchase is required for all returns.
- Non-Returnable Items:
- Live Plants: Due to their delicate nature and sensitivity to environmental changes, live plants are generally non-returnable and non-refundable unless they arrive damaged or diseased (see “Damaged or Diseased Plants” section below).
- Gift cards are non-refundable.
- Clearance or final sale items are non-returnable.
Returns Process (for Non-Plant Items)
- Contact Us: To initiate a return, please contact our customer service team at hello@greenmonstera.com within the 14-day window. Please provide your order number and the reason for the return.
- Return Authorization: Once your return request is approved, we will provide you with instructions on how to send your item back to us. Please do not send items back without prior authorization.
- Shipping Costs:
- If the return is due to our error (e.g., you received the wrong item or a defective accessory), we will cover the return shipping costs.
- For all other returns (e.g., change of mind, incorrect size ordered), you will be responsible for the return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
- Inspection & Refund: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 2 business days.
Damaged or Diseased Plants
We take great care in packaging and shipping our plants, but we understand that transit can be stressful.
- Reporting Damage: If your live plant arrives visibly damaged or appears to be diseased upon arrival, you must notify us within 24 hours of delivery.
- Required Evidence: To help us assess the issue, please provide clear photos or videos of:
- The overall plant.
- The specific damaged or diseased areas.
- The packaging it arrived in.
- Our Solution: Upon reviewing your evidence, we will determine the best course of action, which may include:
- Issuing a full or partial refund.
- Sending a replacement plant (subject to availability).
- Providing care instructions to help the plant recover.
- After 24 Hours: We cannot be responsible for the health of a plant once it has been in your care for more than 24 hours, as we cannot control the growing conditions or care it receives.
Exchanges
We currently do not offer direct exchanges. If you wish to exchange a non-plant item, please follow the return process above and place a new order for the desired item.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at hello@greenmonstera.com