Welcome, fellow gardener. At Hirts Gardens Store, we package every bulb, perennial, and garden treasure with care, hoping it arrives ready to thrive in your space. We understand that sometimes, a plant may not meet your expectations or may arrive in less-than-perfect condition. Rooted in our values of clarity, security, and respect for your growth journey, this policy outlines our commitment to making things right.

A Quick Note: Our policy is designed for our global community of Indoor Plant Parents, Aspiring Homesteaders, and Landscape Artists. Whether you ordered a delicate Amaryllis, a hardy Tree & Shrub, or a practical Garden Product, we’re here to support you.

1. The Basics: Timeframe & Condition

To be eligible for a return or exchange, please ensure:

  • Timeframe: You contact us within 15 days of receiving your order.
  • Condition: The item is in its original, resalable condition—ideally with its original packaging or pot. For live plants, this means they have not been planted and are in a state that allows us to assess their health.
  • Proof of Purchase: Please have your order number ready.

2. A Special Note on Live Plants & Bulbs

Based on our product offerings and the nature of gardening, please note the following:

  • Generally Eligible: Most live plants, perennials, house plants, and bulbs (like our Dutch Amaryllis) are covered if they arrive damaged, diseased, or incorrectly shipped.
  • Non-Returnable Items: Due to their perishable and seasonal nature, the following items cannot be returned or exchanged once shipped:
    • Bulbs (from the “Bulbs” and “Fall Planted” categories) that have been planted or removed from their original packaging.
    • Fruit & Berry Plants and Vegetables & Herbs that show signs of being placed in soil or outdoor conditions.
    • Any plant or product that has been intentionally altered, planted, or cut back.

If your live plant arrives with obvious damage, please do not plant it. Contact us immediately with photos.

3. The Step-by-Step Return & Exchange Process

  1. Contact Our Garden Stewards: Within 15 days of delivery, email us at [email protected]. Use the subject line: “Return/Exchange Request – Order #[Your Order Number]”.
  2. Provide Details: Include your order number, the item(s) you wish to return/exchange, and a brief description of the reason (e.g., “Amaryllis bulb arrived soft and moldy,” “Received incorrect perennial”). Photos are incredibly helpful for us to quickly resolve the issue.
  3. Receive Instructions: We will respond within 2 business days with authorization and specific return instructions, including the shipping address. Please do not ship items back without our authorization.
  4. Ship the Item(s): For approved returns, pack the item securely in its original packaging if possible. You are responsible for return shipping costs unless the return is due to our error (wrong item, damaged in transit). We recommend using a trackable service.
  5. Our Inspection & Resolution: Once we receive and inspect the item, we will notify you of the approval or rejection of your refund/exchange.
    • For Exchanges: We will ship the correct or replacement item to you. For live plants, we will prioritize a healthy replacement from our nursery.
    • For Refunds: We will initiate a refund to your original payment method.

4. Refund Timelines & Methods

We process refunds with the same care we process orders:

  • Timing: After we approve your return, please allow:
    • 5-10 business days for the refund to be processed on our end.
    • An additional 5-10 business days for the refund to appear in your original payment account (credit card, debit card, or PayPal). The total time depends on your financial institution’s policies.
  • Method: Refunds are issued to the original payment method used at checkout (Visa, MasterCard, JCB, or PayPal). We cannot issue refunds to a different card or account.
  • Shipping Costs: Original shipping fees (e.g., the $12.95 Standard Shipping) are non-refundable, unless the return is due to our mistake. For orders over $50 that qualified for Free Shipping (EMS), no shipping cost will be refunded as none was charged.

5. How to Contact Us for a Return/Exchange

To streamline your request, please use the template below when emailing us. Copy, paste, and fill in the details.

Email To: [email protected] Subject: Return/Exchange Request – Order #[Your Order Number] Dear Hirts Gardens Team, I would like to request a [return / exchange] for my recent order. Order Number: [Please provide] Item(s) for Return/Exchange: [e.g., 1x ‘Red Lion’ Amaryllis Bulb, SKU# XXXXX] Reason for Request: [e.g., Arrived damaged, Incorrect item received, etc.] Please find attached [1-2] photos showing the issue. My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for: [Please specify the exact product name, if known] I have read and understand the Returns & Exchanges policy. Sincerely, [Your Full Name] [Your Phone Number – Optional, but helpful]

Growing Forward Together

We see every interaction as part of our shared gardening journey. Our goal is not just to resolve an issue, but to ensure you feel confident and supported in bringing nature closer to your home. Thank you for trusting Hirts Gardens Store with your green dreams.

Hirts Gardens Store
4953 Ocello Street, San Diego, US 92111
Email: [email protected]
Website: plantsgardenonsale.com