Refund policy

RETURN AND REFUND POLICY

Last updated: September 1, 2026

We want every order from CLAYFOOT PLANT CO. to arrive healthy, accurately represented, and ready for its new home. Because live plants are perishable and can be affected by transit, weather, and conditions after delivery, they are covered by the live-arrival policy below rather than a standard return window.

LIVE PLANTS

Live plants are final sale and cannot be returned or exchanged because return shipping can create additional stress, damage, and pest exposure.

If a plant arrives dead, severely damaged, or in materially worse condition than represented, contact us at true@clayfootco.com within 24 hours of the carrier’s recorded delivery time.

Your message must include:

• Your order number
• Clear photographs of the entire plant
• Clear photographs of the damaged area
• Photographs of the nursery pot, packing materials, and exterior shipping box
• A brief description of the issue

Please unpack and inspect live plants promptly after delivery. Keep the plant, packaging, and shipping box until the claim is resolved because the carrier may require additional photographs or inspection.

Normal shipping effects—including minor leaf loss, small cosmetic blemishes, temporary drooping, loose soil, or slight yellowing—do not by themselves qualify as severe damage. Plants are living organisms and may require time to adjust to a new environment.

APPROVED LIVE-ARRIVAL CLAIMS

We review each claim using the photographs, listing description, weather conditions, tracking information, and circumstances of delivery.

For an approved claim, we will provide an appropriate remedy, which may include:

• A replacement at no additional shipping charge, when comparable inventory is available
• A refund to the original payment method
• Store credit, if you agree to receive store credit instead of a refund

We may issue a partial refund when the plant remains healthy and viable but has sustained damage that materially reduces its value.

EXACT-PLANT AND REPRESENTATIVE-PLANT LISTINGS

An “exact plant” listing means you will receive the individual plant shown in the listing photographs. Natural changes may occur between photography and shipment, but material changes in condition will be disclosed before fulfillment.

A “representative plant” listing uses photographs to show the expected variety, size, and general quality. The plant you receive will naturally vary in leaf shape, coloration, variegation, growth pattern, and exact dimensions.

Natural variation that remains consistent with the product description is not considered damage or an incorrect item.

DELIVERY, WEATHER, AND DELAYS

Live plants are generally shipped early in the week to reduce the chance of weekend delays. We may delay shipment when severe heat, freezing temperatures, storms, holidays, or carrier disruptions create an unreasonable risk to the plant.

If we cannot ship within the timeframe promised when you placed the order, we will contact you and offer the choice to accept the delay or cancel the unshipped order for a full refund to the original payment method.

Delivery estimates are not guaranteed arrival dates. If tracking shows a package is delayed, lost, or delivered with significant damage, contact us promptly so we can investigate with the carrier.

A live-arrival claim may be denied when damage results from:

• An incorrect or incomplete address supplied by the customer
• Refusal of delivery
• Failure to retrieve the package promptly after delivery
• Theft or disappearance after the carrier records delivery
• Leaving the package unopened for an extended period
• Care, repotting, treatment, or environmental conditions after delivery

Nothing in this policy limits any rights that cannot legally be waived.

ORDER CANCELLATIONS AND CHANGES

To request a cancellation or address change, email billing@clayfootco.com as soon as possible.

Orders may be canceled for a full refund before packing or fulfillment begins. Once an order has been packed, fulfilled, or transferred to the carrier, we cannot guarantee that it can be changed or canceled.

If an address error is discovered after shipment, the customer is responsible for carrier correction fees, reshipment costs, or loss resulting from the incorrect address, except where prohibited by law.

INCORRECT OR MISSING ITEMS

If you receive the wrong item or an item is missing, contact us within 48 hours of delivery with your order number and photographs of the order and packaging. We will correct the order at no additional cost or issue a refund for the affected item.

NON-LIVING GOODS

Unused, non-living goods may be eligible for return within 30 days of delivery. To qualify, the item must be unused, in its original condition and packaging, and accompanied by proof of purchase.

Contact billing@clayfootco.com before returning anything. Unauthorized returns may not be accepted.

Unless the item arrived damaged, defective, or incorrect, the customer is responsible for return-shipping costs. Original shipping charges are not refundable. Approved refunds are issued after the returned item is received and inspected.

Custom-made goods, personalized products, opened growing media, clearance items, gift cards, and other products identified as final sale cannot be returned unless they arrive defective or incorrect.

REFUNDS

Approved refunds are issued to the original payment method. Processing time after approval depends on the bank or payment provider and is outside our control.

If an approved refund does not appear after 10 business days, contact billing@clayfootco.com.

CONTACT

Questions or claims concerning an order should be sent to:

CLAYFOOT PLANT CO.
true@clayfootco.com