Refund policy
We want you to feel confident buying from Madroots LLC. If something is wrong with your order, please contact us so we can help.
Arrival damage or an incorrect plant
Inspect your plant as soon as it arrives. If it is seriously damaged, arrives dead, or is not the plant you ordered, please email madroots@madrootsshop.com, preferably within 48 hours of delivery.
Include:
- Your order number.
- Clear photos of the entire plant and affected areas.
- Photos of the shipping box and packaging, especially if damaged.
Keep the plant and packaging until we provide instructions. Please photograph the issue before repotting, pruning, or otherwise altering the plant. An unboxing video is helpful but is not required.
Prompt reporting helps us assess the plant’s condition on arrival. Reports received after 48 hours will still be reviewed, although arrival issues may be harder to verify.
Return requests
You may request a return within 15 days of delivery. Contact us before sending anything back.
For a change-of-mind return, the plant must remain healthy and substantially in the condition received, without repotting, propagation, or other alterations. We will provide return instructions after reviewing your request.
For an approved return involving arrival damage or an incorrect item, Madroots covers return shipping. For a change-of-mind return, the buyer covers return shipping, and original shipping charges are not refundable.
Please pack approved returns carefully and follow the shipping instructions provided. Do not send an unsolicited return.
Plant variation and acclimation
Plants are living things. Natural differences in leaf shape, coloration, and growth are normal. Minor cosmetic blemishes or temporary shipping stress do not automatically qualify for a refund.
For listings identified as “exact plant,” you receive the photographed specimen. New growth or small changes may occur between photography and shipment.
Problems caused after delivery by unsuitable growing conditions, improper care, or alterations to the plant are not covered as arrival damage.
Refunds and replacements
After reviewing an issue, we may offer a replacement, partial refund, or full refund, depending on the circumstances and your agreement.
When a return is required, approved refunds are processed after we receive and inspect the plant. If we waive the return, we will confirm that in writing.
Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may take additional time to post the credit.
Sale plants receive the same consideration for arrival damage or incorrect items. Gift cards are non-returnable except where required by law.
Order cancellations
Contact us promptly if you need to cancel. Orders canceled before shipment receive a full refund. Once shipped, the return process applies.
Contact
For return requests or order concerns, email madroots@madrootsshop.com.
