Refund policy.

This policy applies to purchases made directly from Sandhill Plants (online store and physical retail locations). It covers live plants, plant-related products (pots, soil, tools), and gift cards. Third-party marketplace purchases are subject to that seller’s policies. No refunds, unless at the discretion of Sandhill Plants.

Eligibility for Refunds and Returns Live plants

  • You may request a return or refund within 7 days of delivery/pickup if the plant arrives dead on arrival (DOA) or with significant, documented damage that is not a normal characteristic of the species.

  • To qualify, provide photos of the plant from multiple angles (including close-ups of problem areas) and the packaging, plus your order number and date of delivery.

  • We may request a brief video demonstrating the plant’s condition.

  • For eligible claims we offer, at our discretion: a full refund of the plant purchase price, an exchange for the same or a comparable plant (subject to availability), or a store credit for the purchase amount.

Non-live products (pots, soil, tools, accessories)

  • Returns are accepted within 30 days of delivery if the item is unused and in original condition/packaging.

  • Provide photos of the item and packaging and your order number.

  • Items damaged in transit are eligible for the same remedies as live plants (refund, exchange, or store credit).

Gift cards

  • Gift cards are non-refundable, except where required by law.

Non-eligible items

  • Healthy plants that experience normal stress from shipping, slight leaf drop, minor cosmetic blemishes, or typical seasonal changes are not eligible for refund.

  • Products returned outside the stated windows or without proper documentation.

  • Custom or special-order plants marked non-returnable at time of sale.

How to Request a Return or Refund

  1. Contact our Customer Care team within the applicable time window with your order number, photos, and a brief description of the issue.

  2. We will respond within 2 business days with next steps and, if applicable, a return authorization.

  3. Do not discard packaging until the claim is resolved. For live plant returns, we may require the original packing materials for inspection.

Return Shipping and Costs

  • If the return is due to our error (DOA, damaged in transit, incorrect item), Sandhill Plants will cover return shipping or provide a prepaid label.

  • If the return is for any other reason (change of mind, improper care), the customer is responsible for return shipping costs and any shipping insurance.

  • For in-store purchases, eligible returns/exchanges should be brought to the original store with proof of purchase. Return shipping does not apply to in-store returns.

Refund Processing

  • Refunds will be issued to the original payment method within 7–14 business days after we receive and inspect the returned item or approve a DOA claim.

  • Shipping fees are non-refundable, except when the return is a result of our error.

  • If an exchange or replacement is selected, we will ship the replacement after the return is approved. Expedited shipping requests are billed to the customer.

Inspection and Dispute

  • All returned items are subject to inspection. If the item is found not to meet eligibility criteria, we will contact you to discuss options (return shipping at customer expense, return denial, or partial refund).

  • For disputes, provide additional documentation (photos, video, receipt) within 5 days of our request.

Care Guidance and Exceptions

  • We provide care instructions with every live-plant purchase and by request. Failure to follow basic care instructions may affect eligibility for refunds if it is determined to be the cause of plant decline.

  • Seasonal and regional variations (dormancy, leaf drop) are normal for many species and not grounds for refund.

Limitation of Liability

  • Sandhill Plants’ liability for any refunded purchase is limited to the purchase price of the item. We are not responsible for consequential damages.

Contact To initiate a claim or ask questions, contact our Customer Care team with your order number and photos. Response times are listed above.

Policy Changes Sandhill Plants reserves the right to update this policy. Material changes will be posted and will apply to purchases made after the effective date of the change.