Refund policy

Last updated: September 23, 2026

At Auntie House of Plants, every order is backed by a clear, fair, and hassle-free return process. We want you to love what arrives at your door — but if something isn't right, we'll make it right. This policy outlines how long you have to return an item, how to start a return, and how live plant claims are handled.

1. Return Eligibility & Timeframe

You may request a return within 30 days of the delivery date.

To be accepted, a returned item must satisfy all of the following:

Requirement Details
Condition For an ordinary return, the item must be undamaged and in the same condition you received it. Live plants should be checked as soon as they arrive. If an item arrived damaged, unhealthy, defective, or incorrect, see Section 4.
Packaging For an ordinary return, items must go back in their original packaging with all tags and labels attached. Live plants must remain in their original nursery container — they may not be repotted, planted in the ground, or removed from the grow pot. These requirements do not automatically apply to damage, DOA, defective-item, or incorrect-item claims; see Sections 4, 6, and 8.
Proof of Purchase A valid order number or digital receipt must accompany every return request.

2. Items That Cannot Be Returned

The following are excluded from our return program:

  • Live plants that have been repotted, planted in the ground, or taken out of their original container
  • Products that have been used or modified after delivery
  • Ordinary returns without their original packaging, tags, or labels
  • Plants that suffered damage after delivery due to weather exposure (freeze, sunburn), underwatering, or other post-delivery care issues
  • Plants that died because the package was not picked up promptly after the delivery notification

These exclusions apply to ordinary returns and do not automatically prevent us from reviewing a claim that an item arrived damaged, unhealthy, defective, or incorrect.

3. How to Initiate a Return

Follow these steps so we can process your request as quickly as possible:

  1. Email us at info@auntiehouseofplants.com with your order number and the reason you'd like to return the item.
  2. Send photos — if the item arrived damaged, defective, unhealthy, or incorrect, attach clear images of the product and the outer shipping box if available. For live plants, include close-ups showing the plant's condition when it arrived if available.
  3. Wait for your authorization — once we review your request, we'll issue a return authorization (RMA) along with step-by-step return instructions. Packages sent back without prior authorization may take longer to identify and assess. Please contact us for return instructions before mailing an item back.
  4. Mail-in returns only — we do not currently accept in-person returns or drop-offs. After your return is approved, we will email you a prepaid return shipping label.
  5. Response time — we aim to reply to all return requests within 24 hours.

4. Live Plant Claims

Transit can be tough on living things, so live plants follow a dedicated claims process:

  • Reporting window: please report damaged, unhealthy, or incorrect plants as soon as possible, preferably within 7 days of delivery. If you notice an issue later, please still contact us; a later report will not automatically be refused.
  • Documentation: please provide clear photos of the foliage, root zone (if relevant), and packaging if available. Missing original packaging will not automatically prevent us from reviewing your claim.
  • Care responsibility: Auntie House of Plants is not liable for plants that decline due to improper care, extreme temperatures experienced after delivery, or failure to follow the included care instructions.

5. Shipping Fees & Refund Processing

  • Return shipping is FREE. Once your return is authorized, we provide a prepaid label at no cost to you — no matter the reason for the return.
  • No restocking fees. We never charge administrative or restocking penalties.
  • Refund timeline: after your return arrives and passes inspection, we'll email you the outcome. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need an additional 5–10 business days to post the credit to your account.

6. Wrong or Damaged Deliveries

If your order shows up damaged, defective, unhealthy, or simply not what you ordered, please contact us as soon as possible, preferably within 7 days of delivery. Photos of the item and packaging, if available, help us review your case. We will assess the circumstances and provide an appropriate replacement or full refund at no extra cost to you. Missing packaging or a later report will not automatically prevent us from reviewing your request.

7. Order Cancellations

Changed your mind? Email us within 24 hours of placing your order, as long as it hasn't shipped yet. Once a package has left our facility, it can no longer be cancelled and must instead go through the standard return process above.

8. Dead on Arrival (DOA) Policy

We pack every live plant with care, but occasionally transit stress, temperature swings, or carrier handling can affect a plant in transit. When that happens, our DOA coverage applies:

What qualifies as DOA

  • The plant arrives clearly dead, wilted beyond recovery, or seriously broken
  • Rot or disease is present at delivery and was not caused by care after arrival

What does not qualify

  • Normal transit effects such as minor leaf drop, light wilting, or small cosmetic blemishes
  • Decline caused by improper watering, wrong placement, or an unsuitable environment after delivery
  • Plants that arrived healthy and deteriorated later

Filing a DOA claim

  • Email info@auntiehouseofplants.com as soon as possible, preferably within 7 days of delivery
  • Include your order number plus clear photos of the affected plant(s) and the original packaging if available
  • We'll review the claim and send a replacement or full refund at no charge

Please note: Reporting an issue promptly helps us assess the plant's condition on arrival. If you notice an issue after 7 days, still write to us — a later report will not automatically be refused, and we will review the information available.

9. Contact Information

Questions about a return, refund, or plant claim? Reach out any time:

  • Store Name: Auntie House of Plants
  • Email: info@auntiehouseofplants.com
  • Phone: +1 347 365 3127
  • Address: 771 Rogers Ave, Brooklyn, NY 11226, United States
  • Business Hours:
    • Monday: 10:00 – 18:00
    • Tuesday: 10:00 – 17:00
    • Wednesday: 11:00 – 17:00
    • Thursday – Saturday: 09:00 – 19:00
    • Sunday: 12:00 – 17:00

We normally get back to you within one business day.