At PlantHouse, we're all about delivering quality. Each plant, product and package is inspected thoroughly before being sent to you but we understand there can be a few bumps and hiccups on their journey from our nursery to your home. The return & refund process varies for different situations and product types so please read below for answers and get in contact for assistance. Refunds must be returned the same way they were paid.

Cancellations

Please contact us as soon as possible prior to your purchase getting packed into its box or into our delivery van for XL plants. Unless part of a no-returns offer such as a sale, Second grade product, special pot order or custom made-to-order product, we are often happy to cancel if you let us know early enough. We can't accept exchanges, cancellations or changes of mind after your parcel is packed or after your order of large planters is made.

Exchanges, Changes of Mind, Errors of Scale & Errors of Suitability

We can exchange sizes or plants only before we pack your order and receive any additional payment. PlantHouse does not accept any returns or refunds on the basis of a change of mind or an Error of Scale (E.g. purchasing the incorrect size/grade plant or pot for your space or container or vice versa) or on the basis of an Error of Suitability (E.g. purchasing the incorrect plant or product for the conditions). We provide information about the size, container sizes and variability of these estimates and also provide the nursery pot diameter information for a sense of scale so please choose carefully. In many cases we can facilitate exchanges but this is entirely at our discretion. Please contact us if you’re unsure about anything and we can guide you beforehand.

Plant Product Returns, Replacements & Refunds

Each situation is unique but in the rare instance of wanting to return a plant, please make note of these key terms 1 - 4 below in order to facilitate and qualify for a return, exchange or refund:

1 - You must make written email contact with us within 7 days of receiving your plant/s, detailing what has happened and outline what sort of resolution you are seeking such as: return & refund, a replacement swap, store credit. Please note, we do not issue partial refunds.

2 - Do not prune, repot or alter the plant in any way. Keep all parts of the plant together and return all if directed to by PlantHouse. 

3 - Take digital photographs or video as evidence of the situation for ease of communication and quick resolution. Also, photograph the box before you open it if the carton is badly damaged. Send the photos through to us in a small file size but large enough to see the required details. 

4 - The recipient must retain the original packaging as this is a fundamental way we can transport our unique products back and forth. If you have evidence that the box was damaged in transit before you opened it and is beyond repair, we can send another to facilitate the return at no additional cost.

Please note - ask us for advice before asking for a replacement or refund. We offer our years of experience for free so we are more than happy to share this knowledge with you to help your plant thrive. But we do not replace or refund plants once they’re in your care. Gardening and keeping plants is all about experimenting and we offer plants at very competitive prices below big box retailers even. Remember, there’s no such thing as a free replacement, you just paid for the replacement already.

Additional Return Terms & Conditions:

Plant Delivery Zone

Due to the perishable nature of plants, if you do not have a suitable place for your plants to be left upon delivery,  you should get your plant sent to an alternative address. PlantHouse cannot be held responsible for the condition of plants if they are left in an unsuitable place. Plants must be able to be delivered to a warm, sheltered, dry place at your address. Box dimensions available on every product page.

Second Grade Plants

Second Grade plants are not eligible for returns or refunds under any circumstances. Plants listed as 'Second Grade', 'Seconds', 'B Grade' or similar term are done so at great value for money with a heavy discount from typical Top Grade plant prices.

Damaged Plants

We take great care to package and prepare each plant but some level of minor transit stress or small damage such as (but not limited to) the occasional loss of a leaf or slight friction marks on a healthy plant can be expected to happen occasionally and is no cause for concern or return. In fact, for many species of plants we grow and sell, being damaged and having sections knocked off them is a significant way they reproduce naturally in the wild and have evolved to be easily damaged. However, these plants and very soft plants that are easily damaged are typically fast-growing or the sections easily take root again so we can advise on re-planting these.

PlantHouse takes no responsibility for the deteriorated condition of goods due to delays you make in collecting or re-delivering your plants (or due to cold weather from being left outside), so please be present for your delivery the first time (if not home, try your workplace) or be prompt with re-delivery.

Badly damaged plants can be returned for a refund at our cost so long as you retain the Plant Carton for a return. If you don't have the carton, we can't do a return so keep your carton.

Damaged Pots, Troughs & Planters

Our outdoor planters will last many years outside but it's up to you to appropriately position, clean and maintain them as well as plant appropriate plants for the size and stability of each pot. Damage caused by the elements or plant is not the responsibility of PlantHouse. Some degree of minor damage can be expected when pots are transported, small scratches and chips are not grounds for return or refund under any circumstances but structural cracks and other serious breakages happen from time to time especially with clay and hard pots in transit. We'll always look after you as best as we can to get a replacement if a serious breakage occurs and stock is available.

Wrong Plant Delivered

If you have received the wrong plant, we will make all arrangements for a return at our expense or a refund, whichever costs less.

Pathogens

PlantHouse inspects all plants before sending and will only send healthy specimens free from disease. We conduct frequent, targeted chemical sprays for the prevention of plant pathogen emergence which means actual bacterial and fungal pathogens are very rare. Please be aware that the majority of fungi or bacteria are actually beneficial and naturally present. In the unusual event of receiving a plant with signs of infection, we'll refund your purchase if we are notified within 7 days and conduct a successful return of the plant/s. PlantHouse takes no responsibility for any aspect of other plants in your households, workplaces or gardens beyond the most recent purchase.

When purchasing natural products like plants it is impossible for growers to completely irradicate 100% of pests, 100% of the time given these are all naturally occurring lifeforms part of a wider ecosystem. You should always isolate new plants while they are introduced to your home environment for a short quarantine period. For this reason no responsibility for other plants in your households, workplaces or gardens. In the unlikely event of finding pests on your plant on arrival, it is likely to be in small enough numbers that we can advise on how to dispose of them easily but this is not typically enough reason for a return unless significant damage has been caused. In the extremely unlikely event of receiving a plant with an infestation that is beyond control, notify PlantHouse within 7 days of receiving and we can refund on receipt of goods returned at our courier cost provided you have retained our unique Plant Carton packaging.

Stolen Goods

PlantHouse accepts no responsibility for stolen delivered goods once confirmed delivered to your address - luckily this hasn't happened yet :) Please track your parcel and be present for its delivery or get delivered to work and make your colleagues mad jealous of you.

Notes on Cold Weather

Seasonal frosty weather can be an issue particularly for rural addresses and parts of the South Island & central plateau of the North Island. Our indoor plants are all frost-tender which means cold temperatures can cause plant cell damage or death. We suggest not ordering tropical plants if they are likely to be outside for an extended period before you can attend to them.

Below are our 3 main tactics for avoiding frost damage: 

1 - Our greenhouses are partly exposed to the Northland elements so our plants are already much more robust and adapted to variable conditions than those in highly controlled environments. 

2 - The plants available over winter are usually our hardiest, toughest types anyway with late spring, summer & autumn being our peak season for more delicate types. 

3 - We may sometimes delay shipping based on weather forecasts to ensure your plants have the best chance of arriving in good condition. We prefer to take the side of caution rather than take a send-it-and-see approach as we want everything to arrive and look great for you.

Gift Vouchers & Cards

We do not refund or exchange gift vouchers as these are non-refundable.