At Olivia Plants Sales, we take pride in offering 5-Star quality plants and garden supplies. We are committed to ensuring your complete satisfaction with every purchase. However, we understand that sometimes an item may not meet your expectations. This policy outlines our straightforward process for returns and exchanges.

Our Promise to You

We stand behind the quality of our products. If you are not satisfied with your purchase, we will work with you to make it right. Please review the following guidelines to ensure a smooth and efficient process.

Returns & Exchanges Eligibility

  • You may return or exchange most items within 15 days of receiving your shipment.
  • The item must be unused, in its original condition, and in the original packaging.
  • To initiate a return or exchange, please have your order number ready.
Please Note: Due to the perishable nature of live plants, 5-Star Foliage Houseplants, Agastache, Amaryllis, Aquilegia, Asclepias, Aster, Astilbe, Ball-Form Dahlias, and all other live plants are final sale and cannot be returned or exchanged unless they arrive damaged or dead-on-arrival (DOA). Please see our Plant Guarantee Policy for details on DOA claims.

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Within 15 days of receipt, email us at [email protected] with your order number and reason for return or exchange. You may use the template provided below.
  2. Wait for Approval: Our customer service team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Ship the Item: Once approved, securely pack the item(s) and include the RMA number inside the package. Ship it to the address provided in your instructions. Please note that return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped).
  4. Processing: Once we receive and inspect the returned item, we will process your refund or exchange within 5 business days.

Return & Exchange Request Template

To help you get started, please use the following template when emailing us your request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Olivia Plants Sales Team, I would like to request a [return/exchange] for my order #[Your Order Number], placed on [Order Date]. The item I wish to return/exchange is: [Product Name and Code/SKU] Reason for return/exchange: [Please provide details] My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for [Product Name and Code/SKU] [ ] Store credit I have read and understand the Returns & Exchanges Policy. Thank you for your assistance. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number]

Refund Timelines and Methods

We strive to process refunds quickly after we receive the returned item and complete our inspection.

  • Timeline: Refunds are typically processed within 5 business days of us receiving the return. Please allow additional time for the refund to appear in your account, depending on your financial institution.
  • Method: Refunds will be issued to the original payment method used for the purchase.
    • Credit/Debit Card (Visa, MasterCard, JCB): 5-10 business days to reflect on your statement.
    • PayPal: 3-5 business days to reflect in your PayPal account.
  • If you paid via a promotional method or gift card, your refund will be issued as store credit.

Exchanges

For eligible items, we are happy to exchange an item for a different size or color, subject to availability. If the item you wish to exchange for is of a different value, we will process a partial refund or charge the difference accordingly.

Questions?

We are here to help! If you have any questions about our returns process, please don’t hesitate to reach out to our friendly customer service team.

Email: [email protected]
Mail: Olivia Plants Sales, 839 Gerald L. Bates Drive, Boston, US 02110

Thank you for choosing Olivia Plants Sales. We appreciate your business and are dedicated to making your gardening experience a joyful one.

Happy Gardening!
The Olivia Plants Sales Team