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Return Policy

Our commitment to your satisfaction

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1. Our Return Philosophy

At Departmenttrustw, we take great pride in the quality of our houseplants. We understand that purchasing plants online requires trust, and we are committed to ensuring your complete satisfaction with every purchase. This Return Policy outlines the procedures and conditions under which we accept returns and process refunds for our products.

We want you to love your new plant companions. If for any reason you are not completely satisfied with your purchase, please read this policy carefully to understand your options and our procedures for returns and refunds.

2. Return Eligibility

Due to the perishable nature of live plants, we have specific guidelines for returns and refunds. The following conditions must be met for a return to be considered:

2.1 Timeframe for Returns

You must notify us of any issues with your order within 48 hours of delivery. This short timeframe is necessary because plants are living organisms and their condition can change rapidly. Please inspect your plants immediately upon arrival and contact us promptly if there are any concerns.

For non-plant items such as pots, planters, and accessories, you have 14 days from the date of delivery to initiate a return, provided the items are unused and in their original packaging.

2.2 Condition Requirements

For plants to be eligible for return or replacement:

  • The plant must have arrived in a damaged or unhealthy condition
  • You must provide clear photographs showing the condition of the plant upon arrival
  • The original packaging should be retained when possible for documentation purposes
  • The plant must not have been repotted, trimmed, or otherwise modified

For non-plant items:

  • Items must be unused and in the same condition as when received
  • Items must be in their original packaging with all tags attached
  • Items must not show signs of wear, damage, or use

3. Non-Returnable Items

Certain items cannot be returned or exchanged:

  • Plants that have been damaged due to improper care after delivery
  • Plants that show decline more than 48 hours after delivery due to environmental factors in your home
  • Gift cards and promotional items
  • Sale items marked as final sale
  • Custom or personalized orders
  • Soil, fertilizers, and other consumable products that have been opened
  • Plants that have been exposed to extreme temperatures by leaving them outside in hot or cold weather

4. Return Process

To initiate a return, please follow these steps:

4.1 Contact Us

Reach out to our customer service team within the required timeframe. You can contact us via:

  • Email: partnership@departmenttrustw.world
  • Phone: +1 (704) 332-8600
  • Contact form on our website

4.2 Provide Documentation

When contacting us about a plant issue, please provide:

  • Your order number
  • The date of delivery
  • Clear photographs of the plant showing the issue
  • A photograph of the shipping box and packaging (if relevant to the issue)
  • A description of the problem

4.3 Await Our Response

Our customer service team will review your request and respond within 1-2 business days. We may ask for additional information or photographs to better understand the issue and determine the best resolution.

4.4 Return Authorization

If your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and instructions for the return. Please do not send items back without first receiving an RMA number, as returns without authorization may not be processed.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

5.1 Approved Refunds

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days, depending on your payment provider's policies.

5.2 Partial Refunds

In some cases, only partial refunds may be granted:

  • Items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error
  • Items that are returned more than 14 days after delivery (for non-plant items)
  • Situations where only a portion of the order was affected

5.3 Late or Missing Refunds

If you haven't received a refund yet after the expected timeframe:

  • First, check your bank account again
  • Contact your credit card company, as it may take some time before your refund is officially posted
  • Contact your bank, as there is often some processing time before a refund is posted
  • If you've done all of this and still have not received your refund, please contact us

6. Replacements

In many cases, rather than a refund, we may offer to send a replacement plant at no additional cost to you. This is often the fastest way to resolve issues with damaged or unhealthy plants. If you would prefer a replacement over a refund, please let us know when you contact us.

6.1 Replacement Availability

Replacements are subject to plant availability. If the exact plant you ordered is not available, we will offer you a comparable alternative or a full refund.

6.2 Replacement Shipping

Replacement plants will be shipped at no additional cost using the same shipping method as your original order, unless expedited shipping is required due to weather considerations.

7. Shipping Costs

Original shipping costs are non-refundable unless the return is due to our error (such as sending the wrong plant or a plant that arrives in poor condition).

For approved returns of non-plant items, you will be responsible for paying the return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.

8. Exchanges

If you would like to exchange your plant or item for a different product, please contact us to discuss options. Exchanges are subject to availability and may require returning the original item before a new one is shipped.

9. Damaged or Incorrect Orders

If you receive a damaged plant or an incorrect item, please contact us immediately within 48 hours of delivery. We will work with you to resolve the issue as quickly as possible, typically by sending a replacement at no additional cost.

To help us process your claim efficiently, please:

  • Take photographs of the damaged plant or packaging immediately upon receipt
  • Keep all original packaging materials until the issue is resolved
  • Note any visible damage to the shipping box at the time of delivery

10. Plant Care Guarantee

While we cannot guarantee that every plant will thrive in every environment (as plant care depends on many factors including light, water, and humidity in your specific space), we do guarantee that every plant we ship will leave our facility healthy and properly packaged for safe transit.

We are happy to provide care guidance and troubleshooting support if your plant experiences issues after the initial 48-hour period. Please contact our team for personalized plant care advice.

11. Seasonal Considerations

Please note that during extreme weather conditions (very hot summers or cold winters), we may need to adjust our shipping schedules to protect the plants. We may hold orders or use heat/cold packs as needed. If weather-related delays affect your order, our customer service team will contact you with updated shipping information.

12. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

13. Contact Us

For any questions about returns, refunds, or exchanges, please contact us:

Departmenttrustw
2452 Park Rd Unit D, Charlotte, NC 28203, USA
Phone: +1 (704) 332-8600
Email: partnership@departmenttrustw.world

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM EST, and Saturday from 10:00 AM to 4:00 PM EST. We strive to respond to all inquiries within one business day.