Refund policy

Return & Refund Policy

At SoilMate Collective, we want you to love your botanical experience. We have developed this policy to ensure clarity, fairness, and efficient resolutions for all our customers.

1. General Returns (Planters, Hydroponics & Accessories)

We offer a 30-day return policy for non-living items. To be eligible for a return, your item must be in the same condition that you received it: unused, in its original packaging, and with all original tags/materials included.

2. Damages and Issues

If your item arrives damaged, defective, or incorrect, we are here to support you:

  • Immediate Reporting: Please contact us at soilmate.collective@gmail.com immediately upon receipt.

  • Evidence Required: To process your resolution, you must provide clear photos or a short video of the damaged item and its outer packaging.

  • No Return Required: In most cases involving transit damage, you will not need to return the item.

  • Resolution: Once we verify the evidence, we will typically process a full refund or send a replacement at no additional cost.

3. Exceptions & Non-Returnable Items

Due to the nature of our products, the following are final sale:

  • Live Plants: We do not accept returns or exchanges for live plants.

  • Custom/Personalized Products: Items made to order cannot be returned.

  • Sale Items & Gift Cards: These are final sale and cannot be returned.

4. Live Plant Guarantee

We take great care in packaging our botanical collection. While live plants are non-returnable, we guarantee they will arrive in healthy condition.

  • If your plant arrives with significant transit damage, please email us within 48 hours of delivery with clear photos of the plant and its packaging.

  • We cannot offer replacements for plants that have been repotted, improperly cared for, or neglected after arrival.

  • Minor leaf drop or cosmetic imperfections from transit are considered normal and do not qualify as damage.

5. "Change of Mind" & Customer Error

Because we utilize international fulfillment centers, we are unable to accept returns for "change of mind" or wrong size selection. Additionally, we cannot offer refunds or reshipments if the package is returned to the sender due to an incorrect shipping address provided by the customer or if the package remains unclaimed at the local post office.

6. Refunds

If your refund is approved, it will be automatically processed back to your original payment method within 10 business days. Note that your bank or card issuer may require additional time to post the transaction.

Policy last updated: July 2026. For questions, contact us at soilmate.collective@gmail.com.

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