Refund policy
Return & Refund Policy
At Longwood Nursery, we offer plants, seeds, and other natural living products.
Due to the perishable nature of living plants and the natural variations associated with seeds and planting materials, we ask all customers to carefully review this policy and each product description before placing an order.
1. All Sales Are Final
All sales are final, except where otherwise required by applicable law or expressly provided in this policy.
We generally do not accept returns, refunds, or replacements for the following circumstances:
- Failure of seeds to germinate.
- Failure of plants to establish, grow, flower, or produce fruit.
- Plant decline or death after delivery due to unsuitable growing conditions or improper care.
- Change of mind, unwanted items, or customer ordering mistakes.
- Opened, planted, used, or otherwise altered products.
- Healthy plants and seeds received as described.
- Normal differences in plant size, shape, foliage, color, or root structure.
- Normal seasonal dormancy, pruning, leaf loss, or shipping stress.
These exclusions do not limit consumer rights or remedies that cannot legally be excluded.
2. 48-Hour Reporting Requirement
Delivery-related claims under our voluntary refund and replacement policy must be submitted by email within 48 hours of confirmed delivery.
The reporting period begins when the shipping carrier records the package as delivered.
Please send your claim to:
Claims sent through social media, messaging platforms, or other channels do not satisfy this voluntary email reporting procedure.
Required Information
To help us review your claim, please include:
- Order number (required)
- Full name associated with the order
- A brief written explanation of the issue
- Clear photographs of the outer package
- A photograph of the shipping label
- Photos of the internal packaging
- Photos of the entire affected plant or product from multiple angles
- Close-up photos showing the reported damage or problem
- Scratch test photographs, where appropriate for woody plants
Important: Please retain the original packaging and affected product until the review is completed.
Claims submitted after 48 hours, or without sufficient supporting information, may be denied under our voluntary claims policy.
Dormant, wilted, stressed, or leafless plants are not automatically considered dead or defective.
Submitting a claim does not automatically guarantee a refund or replacement. All claims are reviewed individually.
This reporting procedure does not override non-waivable consumer rights.
3. Plant Appearance & Product Photos
Product photographs are for reference and illustration purposes.
Images may show mature plants, representative specimens, or plants from an available batch.
Unless specifically stated in the product description, customers will not receive the exact plant pictured.
Natural variations may include:
- Height, width, and overall shape
- Branching and stem structure
- Leaf size, shape, and color
- Foliage density
- Root development
- Seasonal appearance
- Growth stage and maturity
Starter Plants & Young Plants
When a listing specifies a young plant, starter plant, or seedling, the item supplied will be a young specimen rather than a mature plant.
Photos of mature plants, flowers, or fruits may illustrate the species' potential appearance.
Young plants may be significantly smaller or visually different from mature reference photos.
Please review the product title, description, size, and quantity before purchasing.
4. Live Plant Condition & Seasonal Disclosure
Live plants may be shipped in different natural conditions depending on the season, species, weather, and shipping requirements.
Your plant may arrive:
- Dormant or partially dormant
- Leafless or partially defoliated
- Recently pruned or trimmed
- Bare root or with reduced soil
- With reduced foliage or branches
- With minor cosmetic imperfections
- With natural differences in stems, roots, and appearance
Pruning or preparation may be necessary for safer packaging, reduced shipping stress, or compliance with restrictions.
Dormant, pruned, or leafless plants are not automatically dead, damaged, or defective.
Some varieties may take several weeks to show visible growth after delivery.
5. Natural Shipping Stress
Live plants may experience temporary stress during packing, transit, and environmental changes.
🌿 Foliage Changes
Temporary yellowing, leaf drop, minor discoloration, or reduced foliage.
🌱 Temporary Wilting
Leaves may temporarily droop or wilt after transportation.
🍃 Cosmetic Damage
Minor broken leaves, small twig damage, or cosmetic imperfections.
🪴 Adjustment Period
Transplant shock, delayed growth, or seasonal dormancy.
These conditions do not necessarily indicate that a plant is unhealthy.
Normal shipping stress and cosmetic changes are not automatically grounds for refunds or replacements.
Customers should provide proper care after delivery, including appropriate watering, drainage, and acclimation.
6. Weather & Environmental Conditions
Customers should consider local weather and growing conditions before ordering live plants.
Potential environmental risks include:
- Extreme summer heat
- Freezing temperatures
- Severe storms
- Direct sunlight exposure
- Packages left outdoors unattended
- Delayed unpacking
- Unsuitable storage or growing conditions
We recommend monitoring tracking information and arranging prompt delivery reception.
Plants should be unpacked and inspected as soon as reasonably possible after arrival.
Longwood Nursery cannot guarantee plant survival in extreme weather or unsuitable growing environments.
7. No Germination, Growth, or Survival Guarantee
Plants and seeds are natural living materials.
Growing success depends on conditions beyond our control, including:
- Climate and temperature
- Soil quality and drainage
- Watering practices
- Sunlight and humidity
- Planting depth and techniques
- Seasonal timing
- Pest and disease exposure
- Individual growing experience
We do not guarantee seed germination rates, future growth, flowering, fruit production, or long-term plant survival.
This does not limit rights relating to goods that arrive damaged, defective, or not as described under applicable law.
8. Damaged, Dead on Arrival, or Incorrect Orders
We understand that shipping damage, fulfillment mistakes, or other issues may occasionally occur.
If your order arrives severely damaged, appears dead on arrival, contains the wrong item, or does not match the purchased specifications, please follow the 48-hour reporting procedure in Section 2.
Scratch Test Notice
For suitable woody plants, a gentle scratch test may help identify living tissue beneath the bark.
Green or moist tissue may indicate that a plant remains alive, even if leaves are absent.
Scratch tests are not suitable or conclusive for every species.
Claim Review & Resolution
Each claim is reviewed based on the product description, photographs, shipping circumstances, and the condition of the item.
Depending on the circumstances, available resolutions may include:
- Replacement of the affected item
- Partial refund
- Full refund
- Other appropriate resolution
Voluntary goodwill resolutions are evaluated individually. Legally required remedies remain available.
Returns of live plants are generally not required unless requested by our support team.
9. Shipping Delays, Lost Packages & Carrier Issues
Delivery may be affected by circumstances outside our direct control.
These may include:
- Carrier delays
- Weather disruptions
- Transportation interruptions
- Tracking or scanning errors
- Theft after confirmed delivery
- Incorrect customer-provided addresses
If a shipment is lost, delayed, damaged, or marked as delivered but cannot be located, please contact us and the carrier for further investigation.
A delivered tracking status may be considered evidence of delivery, subject to investigation and applicable law.
We do not guarantee exact delivery dates. Any remedies required by applicable law remain available.
10. Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing accurate shipping information at checkout.
Please verify:
- Recipient name
- Street address
- Apartment or unit number
- City and state
- ZIP code
- Contact information
Delivery issues caused solely by incorrect customer-provided information may require additional reshipping charges, where permitted by law.
If you discover an address error, please contact us immediately. Address changes cannot be guaranteed after processing or shipment.
11. Order Cancellation & Changes
Orders may enter processing or preparation shortly after purchase.
Cancellation requests should be submitted as soon as possible by email.
Orders that have already shipped cannot be canceled under our voluntary cancellation policy.
Orders already undergoing preparation or fulfillment may not be eligible for voluntary cancellation.
Applicable legal cancellation and refund rights remain unaffected.
12. Important Customer Acknowledgments
By placing an order with Longwood Nursery, you acknowledge that you have reviewed the following information:
- Product titles, descriptions, quantities, and size specifications should be reviewed before purchase.
- Product photos may show mature or representative plants.
- Young plants may appear different from mature specimens.
- Live plants may arrive dormant, pruned, leafless, or partially defoliated.
- Minor shipping stress and natural cosmetic variations may occur.
- Germination, growth, flowering, fruiting, and long-term plant survival are not guaranteed.
- Proper care and suitable environmental conditions are important after delivery.
- Delivery-related concerns under our voluntary claims procedure should be reported within 48 hours.
- All sales are generally final, subject to applicable exceptions and legal rights.
13. Contact Us
For questions about returns, refunds, damaged products, incorrect orders, or delivery-related issues, please contact us.
Longwood Nursery
Email:
support@longwoodnursery.com
Please include your order number, a description of the issue, and supporting photographs where applicable.
For time-sensitive delivery concerns, please send your initial claim within 48 hours of confirmed delivery, even if our response comes later.
Our Commitment to Transparency
Nothing in this policy excludes, restricts, or limits consumer rights or remedies that cannot lawfully be excluded under applicable law.
Thank you for shopping with Longwood Nursery and for understanding the natural characteristics of living plants and seeds.
Grow Your Everyday.