Refund policy

Refund, Return & Shipping Policy

📦 Shipping & Handling Policy

All plants are carefully packaged and shipped with expedited delivery to minimize transit time. We are not responsible for delays caused by shipping carriers or weather conditions. Please track your package and be available to receive it.

⚠️ Important Claim Requirements

A clear, unboxing video is REQUIRED within 2 hours of delivery to file any shipping damage or plant condition claims. The video must show:

  • The unopened package with label visible

  • The plant still inside the original packaging

  • All packing materials

  • Clear shots of any damage or issues

Claims submitted without this video documentation will not be honored. Send videos to: [your email address]

🚫 Final Sale Policy

ALL SALES ARE FINAL. We do not accept returns or issue refunds for change of mind, buyer's remorse, or minor cosmetic imperfections. Buying plants online involves inherent risks—some plants experience travel stress, and individual care environments vary significantly.

🎯 Auction-Specific Policy

THERE ARE NO CANCELLATIONS ON AUCTION ORDERS. NO EXCEPTIONS.
Cancelling an auction purchase removes the opportunity from other bidders who competed fairly. Please bid responsibly. Any messages requesting auction cancellations will be denied. To maintain fairness for all customers, we cannot make exceptions on a case-by-case basis.

🌿 Plant Health Guarantee

We guarantee that plants leave our care healthy and pest-free. However, we cannot control conditions during transit or in your home. We are not responsible for:

  • Travel stress (leaf drop, minor wilting)

  • Acclimation issues in your home environment

  • Care mistakes after delivery

  • Pest outbreaks that occur after delivery

🔍 Damaged or DOA (Dead on Arrival) Policy

If your plant arrives dead or severely damaged:

  1. Submit your unboxing video within 2 hours of delivery

  2. Include clear photos of the damage

  3. Provide your order number

We will review and, at our discretion, may offer:

  • A replacement plant (when available)

  • Store credit for the plant's value

  • A partial refund for severely damaged items

Note: Minor leaf damage, loose soil, or mild wilting are normal shipping occurrences and do not qualify for replacements or refunds.

❄️ Weather & Shipping Hold Policy

During extreme temperatures, we may delay shipping for plant safety. You will be notified of any delays. We are not responsible for weather-related damage if you choose to ship during risky conditions against our recommendation.

📝 How to File a Claim

Email [your email address] within 2 hours of delivery with:

  1. Subject line: "Claim - Order #[number]"

  2. Your unboxing video attached or linked

  3. Clear photos of the issue

  4. Order number

  5. Brief description of the problem

We respond to claims within 2-3 business days.

🙏 Policy Acknowledgement

By purchasing from Pink Poncho Plantery, you acknowledge that you have read, understood, and agree to these policies. We strive to provide healthy plants and excellent service, but we must maintain these policies to ensure business sustainability and fairness to all customers.

Last Updated: 01/20/2026
Contact: Pinkponchoplantery@gmail.com
Website: pinkponchoplantery.com