Return & Guarantee Policy

At Rosand Farms, we want you to feel confident when you order from our family farm. We work hard to send healthy, well-packed plants, but we know that shipping and acclimation can sometimes be challenging. This policy explains how we help if something goes wrong with your order.

This Return & Guarantee Policy is part of the Terms & Conditions of Rosand Farms and should be read together with our Terms & Conditions and Privacy Policy. By placing an order on our website, you agree to this policy.

15-Day Healthy Arrival Guarantee

We offer a 15-day warranty period on all live plants, starting from the day your order is marked as delivered.
 During this time, we stand behind the health and quality of our plants, as long as they are cared for according to the instructions we provide.

What’s Covered

1. Plants Damaged on Arrival

If your plant arrives damaged due to shipping:

●     Please contact us within 48 hours of delivery.

●     Include clear photos of the box, packaging, and plant.

Once we review your case, we will offer either a replacement or a refund, depending on availability and the condition of the plant.

2. Plants That Don’t Thrive (Within 15 Days)

If your plant shows signs of poor health or fails to acclimate within the 15-day warranty period, despite proper care:

●     Contact us within the 15 days with photos and a brief description of the issue.

●     We may ask a few questions about how the plant has been cared for (light, watering, temperature, etc.) so we can help troubleshoot.

If we determine the issue is not related to neglect or extreme conditions, we may offer a refund or replacement and guidance to help you succeed with future plants.

3. Incorrect or Missing Items

If you receive the wrong plant or your order is missing an item:

●     Notify us within 48 hours of delivery.

●     We will arrange to send the correct item at no additional cost or provide another appropriate solution.

Conditions for Eligibility

To be eligible for a return, refund, or replacement:

●     The issue must be reported within 15 days of the delivery date.

●     The plant must show clear signs of damage or poor health at arrival or during the initial acclimation period.

●     You must provide photos and a short description of the problem so we can properly review and improve our process.

Important: Our guarantee does not cover problems caused by:

●     Under-watering or over-watering

●     Exposure to extreme temperatures (cold or heat)

●     Lack of light or inappropriate conditions for the plant

●     Intentional damage or alteration after delivery

How to Request a Refund or Replacement

If you experience an issue, please follow these steps:

1. Contact Us
    Email us at [insert your email, e.g., support@rosandfarms.com] with:
   

○     Your name

○     Order number

○     Date of delivery

○     A brief description of the issue

○     Photos clearly showing the plant and any damage

1. Review by Our Team
    Our team will review your case and may ask additional questions to better understand what happened.
   
   
2. Resolution
    If your request is approved, we will let you know whether:
   

○     A replacement plant will be shipped, or

○     A refund will be issued

We’ll also let you know if you should dispose of the plant or if there’s anything you can try to help it recover.

Any personal information you provide when requesting a refund or replacement will be handled in accordance with our Privacy Policy.

Refunds

●     If a refund is approved, it will be issued to your original method of payment.

●     Please allow 5–7 business days for us to process the refund after approval.

●     Your bank or card provider may take additional time to post the refund to your account.

Replacements

●     If a replacement is approved, we will ship the new plant at no additional cost.

●     You will receive a shipping confirmation once your replacement order is on its way.

Non-Returnable Items

The following items are generally not eligible for refunds or replacements:

●     Gift cards

●     Plants intentionally altered or damaged after delivery

●     Issues outside our control, such as environmental damage or ongoing improper care

Care Guidance

Most plant issues can be prevented with the right care. Please:

●     Follow the care instructions included with your order or on our website.

●     Reach out if you’re unsure about light, watering, soil, or placement—
 we’re happy to help you give your Rosand Farms plants the best start.

 

Contact Us

If you have questions about this policy or need help with an order, you can reach us at:

Rosand Farms Customer Support
 Email: info@rosandfarm.com

We truly appreciate your trust in Rosand Farms and are committed to helping your plants arrive safely and thrive in their new home.