Refund policy

ALL SALES FINAL

Due to the custom, perishable, living, handmade, and made-to-order nature of many of our products and services, all sales are final unless otherwise expressly approved in writing by Plant The Future (“PTF”).

Returns, exchanges, cancellations, chargebacks, credits, or refunds are not permitted except at PTF’s sole discretion.

Any approved exceptions, if granted, may be limited to store credit, repair, replacement, or exchange only and may be subject to restocking fees, delivery fees, removal costs, or other applicable charges.

PTF reserves the right to refuse any return, refund request, cancellation, or exchange request that does not comply with these policies.

NON-RETURNABLE & NON-REFUNDABLE ITEMS

The following items and services are strictly non-returnable, non-cancellable, and non-refundable once purchased, ordered, scheduled, delivered, installed, processed, or commenced:

  • live plants
  • preserved moss art and preserved botanical products
  • custom-made or commissioned pieces
  • made-to-order products
  • special-order items
  • personalized products
  • installed items
  • delivery fees
  • installation fees
  • shipping and handling fees
  • design services
  • consultation fees
  • site visits
  • renderings and creative services
  • renovation services
  • labor charges
  • sale or discounted items
  • gift cards
  • perishable products
  • products purchased using client-provided containers or materials

Custom orders and special-order items cannot be modified, canceled, returned, or refunded once procurement, fabrication, production, design development, or processing has commenced.

Design fees and consultation fees compensate PTF for professional time, expertise, analysis, creative development, proprietary concepts, plant selections, planter selections, sourcing research, and preparation of custom recommendations and are earned upon performance regardless of whether Client proceeds with the project.

DAMAGES, SHORTAGES & CLAIMS

Client is responsible for inspecting all products immediately upon delivery, pickup, or installation.

Any claims for visible damage, shortages, defects, or incorrect items must be submitted in writing within forty-eight (48) hours of delivery, pickup, or installation.

Claims must include:

  • photographs clearly showing the issue
  • original packaging when applicable
  • order or invoice information
  • written description of the claim

Failure to report a claim within the required timeframe constitutes full acceptance of the products and services in their delivered condition and waives any related claims.

PTF reserves the right, at its sole discretion, to:

  • repair the item
  • replace the item
  • provide store credit
  • deny the claim

Minor variations in color, texture, plant maturity, grain, scent, shape, or natural characteristics are not considered defects.

PTF shall not be responsible for damage, deterioration, or plant decline resulting from:

  • improper watering
  • environmental conditions
  • customer handling
  • relocation
  • exposure to sunlight or weather
  • improper drainage
  • pest issues
  • neglect
  • misuse
  • third-party handling or installation
  • conditions beyond PTF’s control

ORDER CANCELLATIONS

Orders canceled after design work, procurement, sourcing, fabrication, production, planting, preparation, processing, or scheduling has commenced are non-refundable.

Custom, commissioned, special-order, and made-to-order items cannot be canceled once processing has begun.

If PTF agrees, in its sole discretion, to approve a cancellation request prior to commencement of work, PTF reserves the right to retain:

  • design fees
  • consultation fees
  • deposits
  • procurement costs
  • restocking fees
  • administrative fees
  • labor charges
  • shipping costs
  • third-party costs already incurred

Approved cancellations may be subject to cancellation fees and deductions determined by PTF.