Refund policy

Returns & Refunds Policy

The Plant Hotel wants your plants and products to arrive in good condition. Because live plants are living and perishable items, our return policy depends on the type of product purchased.

Live Plants

Live plants are final sale and cannot be returned for buyer’s remorse, change of mind, improper care after delivery, delayed package retrieval, weather damage after delivery, or normal cosmetic variation.

If your plant arrives damaged, unhealthy, dead on arrival, or incorrect, please contact us within 48 hours of delivery at hello@theplant-hotel.com.

Please include:
- Your order number
- Clear photos of the plant
- Clear photos of the packaging
- A photo of the shipping label

We will review your request and, if eligible, offer a replacement, store credit, or refund depending on the situation and product availability.

Please do not discard the plant or packaging until your request has been reviewed, as we may need photos or additional information to process the issue.

Non-Live Plant Products and Accessories

Unused, unopened, non-live products may be eligible for return within 14 days of delivery.

To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it. Proof of purchase is required.

To start a return, contact us at hello@theplant-hotel.com with your order number and reason for the return.

If your return is approved, we will provide return instructions. Items sent back without first contacting us will not be accepted.

Return shipping costs are the customer’s responsibility unless the item was damaged, defective, or incorrect due to our error.

Non-Returnable Items

The following items are not eligible for return:
- Live plants
- Perishable goods
- Gift cards
- Sale items
- Custom or special-order items
- Items damaged due to improper care after delivery
- Items damaged due to delayed package retrieval after delivery

Damages and Order Issues

Please inspect your order as soon as it arrives. If your item is damaged, defective, unhealthy, dead on arrival, or incorrect, contact us within 48 hours of delivery at hello@theplant-hotel.com so we can evaluate the issue and make it right.

Refunds

If a refund is approved, it will be processed to your original payment method within 5–10 business days. Your bank or credit card company may take additional time to post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@theplant-hotel.com.

Questions

For any return or refund questions, contact us at hello@theplant-hotel.com.