Política de reembolso

Return and Refund Policy for Eco Raíces

Last Updated: June 9, 2025

At Eco Raíces, we are committed to providing our customers with healthy, high-quality plants. We stand behind our products and want you to be happy with your purchase. Due to the perishable nature of live plants, please read our policy carefully.

1. Live Plants Policy

All sales of live plants are final.

We do not accept returns or offer refunds on live plants. As living organisms, their health and survival are dependent on the post-delivery environment and care they receive, which is outside of our control. We guarantee our plants are healthy and disease-free when they leave our nursery.

Please be certain of your purchase before placing your order.

2. Exceptions: Severe Damage During Transit

We understand that shipping can be stressful, and despite our best packaging efforts, severe damage can sometimes occur. We offer a "Live Arrival Guarantee" under the following conditions:

  • Reporting Window: You must contact us within 48 hours of your package being marked as "Delivered" by the carrier. We cannot honor claims made after this 48-hour window.

  • How to File a Claim: To report severe transit damage, please email us at [Your Customer Service Email] with the following information:

    1. Your Order Number.
    2. Clear photographs of the entire damaged plant.
    3. Clear photographs of the shipping box and packaging materials.

  • Our Assessment: Once we receive your claim, our team will review the evidence of damage. At our sole discretion, if the plant is deemed severely damaged or unsalvageable, we may offer you a one-time replacement of the same plant (if available) or a store credit for the value of the plant. We do not offer cash refunds for damage claims.

3. What is NOT Considered Severe Damage

The following are considered normal signs of shipping stress and are not covered by our Live Arrival Guarantee. These minor issues are typically resolved with proper care within a few days.

  • A few yellow, brown, or dropped leaves.
  • Minor wilting or "drooping."
  • Minor cosmetic imperfections on leaves (e.g., small tears, scratches, or spots).
  • Soil spillage in the box.

4. Non-Perishable Goods (Pots, Tools, Supplies)

For non-plant items, we accept returns under the following conditions:

  • Return Window: You may return items within 14 days of delivery.
  • Condition: Items must be unused, in their original condition, and in the original packaging.
  • Process: To initiate a return, please contact us at [Your Customer Service Email].
  • Refunds: Once we receive and inspect the returned item, we will issue a refund to your original payment method for the price of the item, minus the original shipping costs.
  • Return Shipping: The customer is responsible for the cost of return shipping.

5. Order Cancellations & Modifications

If you wish to cancel or modify your order, please contact us immediately. We can only accommodate cancellations or changes before your order has shipped. Once an order has been processed and a shipping label has been created, it cannot be canceled.

6. Incorrect Item Received

If we made a mistake and you received an incorrect item, please contact us within 48 hours of delivery with your order number and a photo of the item you received. We will work with you to make it right at no cost to you.

Contact Us

For any questions or concerns regarding our Return and Refund Policy, please reach out to us at nativeecoraices@gmail.com. We're here to help!