Refund and Return Policy – hydrophytes.ca

Perishable goods such as live plants cannot be returned. However, we offer refunds or replacements under specific conditions outlined below.

Refunds & Replacements

1. Live Plants

To ensure the quality of our live inventory, strict reporting windows apply. You may be eligible for a refund or replacement if:

Weather Damage (Freeze/Heat): The plant is damaged due to temperature exposure. This must be reported with photos within 2 hours of the delivery timestamp.
Transit Damage/Delay: The plant died or was damaged due to shipping delays or mishandling. This must be reported with photos within 24 hours of delivery.
Incorrect Item: The wrong plant was shipped to you. This must be reported within 24 hours of delivery.

Failure to report within these timeframes voids the guarantee. Please refer to our Live Plant Guarantee page for detailed claims criteria.

2. Dry Goods & Hardscape

For items other than live plants, returns are accepted under the following conditions:

Defective/Damaged/Incorrect: Must be reported within 24 hours of receipt. Return shipping will be covered by Hydrophytes.ca.
Change of Mind: Unopened products in original condition may be returned within 14 days of receipt. Return shipping costs are the responsibility of the customer.

Initiating a Refund or Return

Please contact us to obtain approval before returning any item. You must provide your order number, the reason for the return, and clear photographs of the item (if damaged).

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a credit will be applied to your original method of payment, typically within 10 business days.

Late or Missing Refunds

Refunds may take up to 10 business days to appear on your bank or credit card statement. If you have not received your refund after this period, please contact your bank first, then contact us for assistance.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please follow the return process for a refund and place a new order for the desired item.

Shipping Address Responsibility

Customers are responsible for providing accurate shipping information. Hydrophytes.ca is not responsible for packages delivered to incorrect or incomplete addresses provided by the customer. We are unable to cover the cost of reshipping or replacing orders lost due to address errors. Please verify your details carefully before completing your purchase.