Refund policy

🌿 Return & Refund Policy – Roxel Roots

At Roxel Roots, we take pride in sending out healthy, happy plants. Because we sell live plants, our return and refund policy differs from standard retail. We offer a Live Arrival Guarantee (LAG), which means your plant is guaranteed to arrive alive and in good condition. If your plant arrives damaged or in poor condition, you must contact us within 24 hours of delivery with clear photos of both the plant and its packaging. Once reviewed and approved, we may offer a replacement (weather permitting), store credit, or a partial refund depending on the situation.

Due to the nature of live plants, we do not accept returns. Once a plant leaves our care, it cannot be restocked or resold. Plants are also highly sensitive to temperature and shipping conditions, so we strongly recommend purchasing a heat pack and/or insulation when temperatures are below 50°F. We are not responsible for damage caused by cold or heat exposure if weather protection is not added to your order. Additionally, shipping delays caused by carriers such as the USPS are outside of our control and are not eligible for refunds.

Please note that we do not offer refunds or replacements for minor cosmetic imperfections such as small tears, blemishes, or soil shifting, as well as normal shipping stress like slight yellowing, drooping, or minor leaf loss. We are also unable to cover issues resulting from incorrect care after delivery, reports made after the 24-hour window, or orders placed without recommended weather protection.

If there is an issue with your order, please contact us at your email with your order number and photos so we can review the situation. Approved refunds are typically issued as store credit, though refunds to the original payment method may be provided on a case-by-case basis. Customers are responsible for ensuring their shipping address is correct at checkout, as we are not responsible for orders sent to incorrect addresses. If a package is returned, additional shipping fees may apply to resend it.

We truly care about your experience and want you to love your plants. If something doesn’t seem right, reach out—we will always do our best to help.