Refund policy

Sugarhill Botanicals Return & Refund Policy

Thank you for shopping with us. Our goal is healthy, happy plants and satisfied customers. This Return & Refund Policy explains when and how returns or refunds are handled.
1. Scope
This policy applies to live plants, seeds, bulbs, accessories, and gift card purchases made through our online store.
2. Eligibility for Returns
Live Plants: Eligible only if dead on arrival or not as described. Report within 24 hours of delivery with photos and order number.
Seeds & Bulbs: Eligible if damaged in transit or not as described. Report within 7 days of delivery with photos.
Non-living Items (pots, tools, accessories): Eligible for return within 14 days of delivery if unused and in original condition and packaging.
Gift cards: Non-returnable and non-refundable unless required by law.
3. How to Request a Return or Refund
Contact our Returns Team at sugarhillbotanicals@protonmail.com or via the returns form on our website within the time window above.
Provide order number, item name, date received, and clear photos showing the issue (for plants/seeds: close-ups of damage, overall packaging, and shipping label).
We will respond within 48 hours with next steps.
4. Inspection & Resolution
After receiving your report, we may request additional photos or ask you to return the item (see Return Shipping below).
For eligible claims we will, at our discretion:
Offer a replacement (same variety or comparable value), or
Issue a full refund to the original payment method, or
Offer store credit.
5. Return Shipping
For items damaged in transit or incorrectly shipped, we will cover return shipping or provide a prepaid label.
For buyer-initiated returns of non-living items (e.g., change of mind), the buyer is responsible for return shipping unless otherwise agreed. Shipping costs are non-refundable.
Live plants are generally not returnable due to perishable nature unless damaged/incorrect as described above.
6. Refund Timing
Refunds are processed within 7 business days of receiving the returned item or approving the claim. Time to appear on your statement depends on your payment provider.
7. Exceptions & Disclaimers
Normal variations in growth, leafing, color, or minor cosmetic differences do not qualify for refunds.
Damage caused by improper care after delivery (overwatering, underwatering, frost, pests introduced after delivery, physical damage) is not covered.
Plants lost in transit where carrier shows delivered: we will work with the carrier and customer to resolve but may require additional verification.
8. Cancellations
Orders can be canceled without charge within 2 hours of placement if processing has not begun. After processing/shipment begins, cancellation may not be possible; see Return Shipping above.
9. International Orders
Buyers are responsible for customs duties, taxes, and import restrictions. Returns from international orders may incur additional shipping or customs fees and longer processing times.
10. Contact
Email: sugarhillbotanicals@protonmail.com