RETURN AND REFUND POLICY

At Isla Green, we carefully inspect and package every plant and product before shipment. Because live plants are perishable and may naturally vary in size, color, shape, and variegation, our return policy differs depending on the type of product purchased.

14-Day Return Request Period

You may request a return within 14 calendar days of the date your order is marked as delivered.

To be eligible for a return, the item must be the same item which it was received, unused when applicable, and in its original packaging. You must also provide your order number and proof of purchase.

Do not return any item without receiving approval and return instructions from Isla Green. Unauthorized returns may not be accepted or refunded.

Live Plants

Returns or refunds for live plants may be approved when:

• The plant arrives significantly damaged.
• The plant received is materially different from the item ordered.
• The order contains the wrong plant or product.
• The plant is in a condition that indicates severe damage occurred during shipment.

To submit a claim, contact us as soon as possible after delivery and provide:

• Your order number.
• Clear photographs of the unopened package.
• Clear photographs of the shipping box and label.
• Clear photographs of the plant or product immediately after opening.
• A description of the issue.

Photos must show the condition of the plant and packaging at the time the package was received. Removing, repotting, cutting, propagating, treating, or otherwise altering the plant before contacting us may affect eligibility for a refund or replacement.

Minor cosmetic damage, temporary drooping, leaf loss, bent leaves, soil displacement, discoloration, or other normal signs of shipping stress do not automatically qualify for a refund. Live plants may require time to acclimate after transportation.

Natural variations in color, size, leaf shape, growth pattern, and variegation are not considered defects. Unless a product listing specifically states that the exact plant pictured will be shipped, product photographs are representative examples.

Tissue Culture Plants

Tissue culture plants require careful acclimation and may be sensitive to changes in humidity, temperature, light, and growing conditions.

Claims involving tissue culture plants must include photographs taken immediately after opening the package and before removing the plant from its original container, bag, flask, or growing medium.

We are not responsible for losses caused by improper deflasking, acclimation, sanitation, humidity management, watering, lighting, substrate selection, or care after delivery.

Non-Living Products and Accessories

Unused accessories and non-living products may be returned within 14 calendar days of delivery, provided they are in their original condition and packaging.

Items that have been used, installed, cut, assembled, altered, damaged after delivery, or exposed to moisture or growing media may not be eligible for return.

Return Shipping

Unless the return is caused by an incorrect item, a verified shipping-related issue, or an error by Isla Green, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is due to an error by Isla Green.

We strongly recommend using a trackable shipping service. Isla Green is not responsible for returns lost or damaged while being shipped back to us.

Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Processing times may vary depending on the customer’s bank, card issuer, or payment provider.

Shipping costs, delivery upgrades, and other non-product charges are non-refundable unless required by law or unless the issue resulted from an error by Isla Green.

Replacements and Store Credit

Depending on product availability and the circumstances of the claim, Isla Green may offer:

• A replacement.
• A partial refund.
• A full refund.
• Store credit.
• Another reasonable resolution agreed upon with the customer.

Replacement plants are subject to availability. Because many of our plants are unique or limited in quantity, an identical replacement may not always be available.

Non-Returnable Items

The following items are generally not eligible for return:

• Gift cards.
• Digital products or downloadable content.
• Customized or personalized products.
• Final-sale or clearance items marked as non-returnable.
• Plants or products damaged because of improper care after delivery.
• Plants that have been repotted, divided, cut, propagated, treated, or materially altered.
• Items returned without prior authorization.

Order Cancellations

Cancellation requests must be submitted within 24 hours after the order is placed.

A cancellation request is not guaranteed. Orders that have already been packed, prepared for shipment, fulfilled, handed to a carrier, or scheduled for pickup may no longer be canceled.

If a cancellation is approved, the refund will be issued to the original payment method. Payment processing fees or other non-refundable charges may be deducted where permitted.

Local Pickup Orders

Local pickup orders must be inspected at the time of pickup. Any visible concern should be reported before leaving the pickup location.

After a live plant has been accepted and removed from the pickup location, Isla Green is not responsible for damage caused by transportation, temperature exposure, handling, or care.

How to Request a Return, Refund, or Cancellation

Email: help@islagreenplants.com

Include your full name, order number, photographs when applicable, and a clear description of your request.

Nothing in this policy limits any rights available to you under applicable law.