At Plant Urea Sales, we nurture our plants and your satisfaction with equal care. While we take every precaution to ensure your premium ornamental plants arrive in perfect condition, we understand that sometimes returns or exchanges may be necessary.

Our Return Policy

We accept returns within 15 days of delivery for most of our plants, including popular varieties like Acer, Amelanchier, and Aquilegia. To be eligible for a return:

  • The plant must be in its original condition
  • All original packaging materials must be included
  • A clear photo of the damaged plant must be provided if claiming damage in transit

Important Exception: Due to their delicate nature and specialized care requirements, our rare Alpinus x callizones hybrids cannot be returned or exchanged once shipped. We recommend consulting our detailed care guides before purchasing these specialty plants.

Return Process

  1. Contact Us: Email [email protected] within 15 days of receiving your order with your return request. Use the template below for faster processing.
  2. Receive Authorization: Our horticultural specialists will review your request and provide return instructions within 2 business days.
  3. Package Carefully: Repack the plant using the original packaging materials to ensure safe return transit.
  4. Ship Back: Send the package to our nursery at the address below using a trackable shipping method.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or damaged in transit). For damaged items, we will provide a prepaid return label.

Refund Process

Once your return is received and inspected (typically within 3-5 business days), we will process your refund:

  • Original Payment Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal) within 7-10 business days after approval.
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error.
  • Gift Purchases: Only the original purchaser can receive refunds for returned items.

Exchange Process

To exchange a plant for another variety (such as exchanging Achillea for Ajuga):

  1. Follow the standard return process above
  2. Clearly indicate in your email that you wish an exchange and specify the replacement plant
  3. Once we receive your return, we will ship the new plant using your preferred shipping method
  4. You will be responsible for any price difference and additional shipping costs

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Dear Plant Urea Sales Team,

I would like to request a return/exchange for my recent order (#[Order Number]).

Plant Name: [e.g., Acer palmatum]
Reason for Return: [Please describe]
Preferred Resolution: [Refund/Exchange for [plant name]]

I have attached photos of the plant’s condition as received (if applicable).

Thank you for your assistance,
[Your Full Name]
[Your Contact Information]

Return Address

All returns should be sent to:

Plant Urea Sales Returns
3658 Bird Spring Lane
Houston, TX 77077
USA

For any questions about our returns policy, please contact our customer care team at [email protected]. We’re committed to helping you cultivate beauty in your garden, and we’ll work with you to resolve any issues with the same attention we give to our prized plant specimens.