Return & Refund Policy

At Pottedhaven, we want you to be fully satisfied with your purchase. If you’re not happy with an item, we are here to help with our return and refund policy. Please read the terms and conditions below carefully.

1. Eligibility for Returns

• You may return most items within 30 days of receiving your order for a refund or exchange, provided that:
  • The item is unused, undamaged, and in its original packaging.
  • The return is not for final sale, personalized items, or live plants that are non-returnable for health and safety reasons.

2. Non-Returnable Items

The following items cannot be returned:

• Live plants and any perishable items.
• Gift cards.
• Personalized or custom items (e.g., custom planters, personalized garden tools).
• Final sale or clearance items.
• Damaged or defective items (if the damage occurred after delivery).

3. How to Return an Item

If you wish to return an item, please follow the steps below:

• Step 1: Contact us within 30 days of receiving your order. You can initiate a return by emailing our customer service team with your order number and the items you wish to return.
• Step 2: Once your return request is approved, we will provide you with a Return Authorization Number and the return shipping instructions.
• Step 3: Carefully repackage the items in their original packaging, including all tags, labels, and accessories.
• Step 4: Ship the return to the address provided in the return instructions. We recommend using a trackable shipping service to ensure your return is delivered safely.

4. Refunds

• Once we receive and inspect the returned items, we will process your refund within 7–10 business days.
• Refunds will be issued to the original payment method used at checkout. Please note that it may take a few additional business days for the refund to appear in your account, depending on your payment provider.

5. Exchanges

We do not offer direct exchanges. If you’d like to exchange an item for a different size, color, or product:

• Return the item for a refund.
• Place a new order for the desired product.

6. Damaged or Defective Items

If you receive a damaged or defective item, please follow the steps below:

• Contact us immediately with your order number and photos of the damaged or defective item.
• We will provide you with a full refund or replacement and cover the cost of return shipping if the damage is our responsibility.

7. Return Shipping Costs

• Return shipping costs are the responsibility of the customer, except in cases where the item is damaged or defective, or if we made an error in fulfilling your order.
• If we provided the wrong item, we will send you a prepaid return label to return the item at no cost to you.

8. Cancellations

• Orders can be canceled before they are shipped. If you wish to cancel an order, please contact our customer service team as soon as possible.
• Once an order has been shipped, it cannot be canceled, and you will need to initiate a return after receiving your order.

9. Return Shipping Address

Please send your returns to the address provided in the return instructions after your return request is approved. If you’re unsure about where to send your return, please contact our customer service team for assistance.

10. Policy Changes

We reserve the right to update or modify this Return & Refund Policy at any time. Any changes will apply to orders placed after the updated policy is published on our website.

11. Contact Us

If you have any questions or need assistance with your return, please feel free to reach out to our customer support team. We are here to help!