Our Commitment to Quality and Customer Care
At The Planted Scape, we are committed to providing quality products and dependable customer support you can trust. Each order is carefully prepared and packaged to ensure it arrives in excellent condition and meets our standards. We understand that your experience matters, and we strive to make every purchase smooth and worry-free. If anything isn’t quite right, our team is always here to listen and help find a fair solution. Our goal is to build lasting trust by delivering both reliable products and supportive service every step of the way.
Returns & Replacement Policy
At The Planted Scape, we take care to ensure your order arrives safely and in good condition.
While we do not accept general returns, if something isn’t right, we’re here to help. If any items arrive damaged or dead on arrival, we will offer a replacement whenever possible, or a refund if a replacement is not available. For items included in a kit, refunds are based on the individual item values listed in the “Included Items” section on the 5 Gallon Kits product page.
All plants are guaranteed to arrive alive and will be replaced when possible, or refunded if a replacement is not available, at no additional cost if they arrive dead on arrival.
For individual products, if an item arrives broken or does not function as intended, we will provide a replacement when possible, or a full refund if a replacement is not available.
To request a replacement or refund, photo or video proof is required. This may include clear images of the damaged product or a timestamped photo/video showing the issue.
If you experience any issues, simply email us at shoptheplantedscape@gmail.com within 48 hours of delivery and we’ll work with you to make it right. If an issue comes up after 48 hours, please still reach out and we will do our best to see what we can do.
Please note that we’re unable to cover damage that occurs after delivery, including accidental damage, misuse, or improper handling.