Refund and Return Policy – hydrophytes.ca

Perishable goods such as live plants cannot be returned. We do offer refunds for certain conditions outlined below.

Refunds

Conditions for Live Plants Refund and Replacements

If any of the conditions are met on the list below, you may be eligible for a refund for live plants.

An incorrect item was shipped to you or items are missing.
The live plant has died in the process of shipment.
The live plant was damaged during shipment.

In order to qualify for the refund or replacement, any condition above must be reported along with photos within 24 hours of receiving your order.

Conditions for Item Return Other than Live Plants

If you wish to return any item other than live plants, one of the following conditions need to be met.

An incorrect item was shipped to you.
The item was damaged during shipment.
The item is still in unopened packaging and in good condition.

If an incorrect or damaged item was sent to you, the item must be reported within 24 hours of receiving your order through our contact form on this website. Return shipping will be provided and paid for by us.

For unopened products that are in original condition, you may request a return up to 14 days of receiving your order. Shipping will usually be handled and paid for by you, the customer.

Initiating a refund or return

Contact us to start a refund or return. You will need to provide your order number, the reason for your refund, as well as a photograph of the item.

The refund will go through an approval process after the information has been collected and the item is received (if applicable). When approved, a credit will be applied to your credit card or original method of payment, typically within 10 business days.

Click here to contact us.

Late or missing refunds

Refunds may take up to 10 business days to show up on your bank account or credit card statement. If after 10 business days your refund has not shown up, please contact us.

Exchanges

We do not offer exchanges of any item. If you do qualify for a refund, you may place a new order with us with the item you want instead.

Shipping Fees on Returns

For any defective, damaged, or incorrectly shipped items the shipping costs and shipping labels will be provided by us. If you want to return an item in original condition, the shipping will generally need to be covered by you. All returns must be pre-approved by contacting us from the contact form on this website, following the terms on this page.