What is Garden Store's return policy?

We want you to love your garden purchases. Most products can be returned within 30 calendar days of the delivery date. The item must be:

• Unused and in the same condition that you received it
• In its original packaging with all tags attached

Exclusions apply. The following items are not eligible for return:

• Live plants, bare-root trees, shrubs, and perennials (unless received dead or severely damaged)
• Seeds of any kind
• Custom or made-to-order products
• Sale or clearance items marked as final sale

If you received a damaged or defective product, report it within 48 hours to qualify for a replacement or refund. This applies to live goods as well.

Starting a return is straightforward, and our Chatref-powered AI agent can walk you through every step right in the chat. Here’s the typical workflow:

1. Contact us or click “Start a Return” in your order history. The AI agent will verify your order using your email address and order number.
2. Confirm eligibility. The agent checks your purchase against our knowledge base and tells you exactly what’s covered.
3. Receive return instructions. For eligible items, you’ll get a prepaid return label by email (custom actions can be triggered to generate it on the spot).
4. Pack and ship. Securely pack the item in its original packaging, attach the label, and drop it off at the designated carrier location within 7 days after the label was issued.
5. Wait for inspection. Once we receive the package, we inspect the item and notify you – our AI agent will also update you via the same chat thread.

The whole process, from policy lookup to label generation, can happen without ever leaving the chat window.

After we receive and inspect your return, we process refunds within 5 to 7 business days. The money is returned to the original payment method. You’ll see the credit posted to your bank or card account shortly after processing, depending on your financial institution’s speed.

Original shipping charges are non-refundable unless the return is due to our error (wrong item shipped, defective product). In such cases, we also cover the return shipping cost.

For live goods that arrive damaged, we offer either a full refund or a one-time replacement shipment at your choice. Our AI agent can process that decision immediately through a custom action linked to our inventory and order systems.

Garden Store’s AI assistant is built with Chatref, giving you accurate, grounded answers without having to wait for a human. Here’s how it helps during a return:

• Grounded answers from our own policy docs. The assistant uses Chatref’s knowledge-base to pull the exact return rules for your item – never guesswork or generic web results.
• Human-like conversation that resolves repeat questions. The ai-agents capability lets the bot understand your situation, ask the fewest possible questions, and give you a definitive answer in our brand voice.
• Actions that save you time. Custom-actions let the AI generate a return label, log your return in our system, or even swap a damaged live plant order for a replacement – all within the chat.

You don’t need to dig through pages of help articles. Start a chat from any page, and the agent will have you sorted in minutes.

How to return items to Garden Store

Go to your order history on our site and click “Start a Return,” or begin a chat with our AI assistant. Provide your order number and email address. The assistant checks eligibility against our return policy and, for eligible items, generates a prepaid return label. Pack the item securely and ship it within 7 days of receiving the label. For live goods and large items, the AI agent can schedule a pickup through a custom action.

Garden Store refund policy

Refunds are issued to the original payment method within 5–7 business days after we receive and inspect the return. Shipping costs are refunded only if the return is due to our error. Live plants that arrive damaged or dead can be refunded or replaced. Sale and final-sale items are not refundable.

Steps for returning plants to garden store

Because live plants are final sale in most cases, a return is only possible if the plant arrives dead or severely damaged. Contact us within 48 hours of delivery – our Chatref AI agent can check your order and initiate a claim using its custom-actions. You’ll need to upload photos of the plant and packaging. We then offer a free replacement shipment or a full refund. No return shipping is required; the defective plant can be disposed of responsibly.