Sonoda Nursery Return & Refund Policy (U.S. Domestic Sales)
General Policy
At Sonoda Nursery, we take pride in delivering healthy, high-quality succulents and green plants. However, we understand that shipping live plants can sometimes be unpredictable. This policy outlines our guidelines for returns, refunds, and replacements.
Eligibility for Refunds/Replacements
We offer refunds or replacements only under the following conditions:
- Dead on Arrival (DOA): If your plant arrives severely damaged or dead, you must notify us within 7 days of delivery with clear photos.
- Wrong Item Shipped: If you received an incorrect plant, contact us within 3 days of delivery with photo proof.
- Lost/Delayed Packages: If your order does not arrive within the estimated delivery window, contact us for assistance.
Non-Qualifying Situations (No Refund/Replacement):
❌ Damage due to improper care (overwatering, sunburn, frost exposure, etc.).
❌ Minor cosmetic issues (slight leaf drop, soil settling, or natural stress colors).
❌ Claims submitted after 7 days of delivery.
❌ Orders without photo evidence.
How to Request a Refund or Replacement
To file a claim, please email us at [email protected] with:
- Your order number
- Clear photos of the damaged plant(s)
- A brief description of the issue
We will respond within 1-2 business days with a resolution (refund, replacement, or store credit).
Refund Methods
- Original Payment: Refunds will be issued to the original payment method (processing time depends on your bank).
- Store Credit: Option available if preferred.
Return Shipping (If Required)
- If a return is necessary (e.g., wrong item shipped), we will provide a prepaid return label.
- Do not ship plants back without approval—most plants cannot survive a second transit.
Exchanges
We currently do not offer direct exchanges. If you want a different plant, you may request a refund and place a new order.
Contact Us
For any questions about our return policy, please reach out:
📧 Email: [email protected]
📞 Phone: +1 209-748-5813 (Mon–Fri, 9 AM–5 PM PST)
Important Notes
- Inspect plants immediately upon arrival—delayed reporting may void eligibility.
- We reserve the right to deny refunds if policy conditions are not met.
- Extreme weather delays? Check our shipping policy for seasonal adjustments.