Return & Refund Policy

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Return & Refund Policy

Cancellation & Refund

We accept order cancellation before the product is shipped or produced. If the order is canceled you will get a full refund within 24 hours and the payment will refund to the original payment you made.
We cannot cancel the order if the order has been over 24 hours.

We’ll offer full refund in case of package lost or damaged or detained by the custom! You have 0 worry by buying from us!

Returns & Exchange

If you have any of the issues covered by our guarantee, please follow these steps within 24 hours of delivery:

  1. Send us a message using this form
  2. Attach photo(s) of the issue for our records.

We will respond within 2 business days.

Full refunds will be issued for any reason if your unopened order is returned undamaged within 24 hours of delivery.
Customer is responsible for return shipping fees and any damage that occurs during transit.

IF YOU WISH TO MAKE CHANGES TO YOUR ORDER OR CANCEL THE ORDER, THIS MUST BE DONE WITHIN 24 HOURS OF PLACING THE ORDER!!  NO REFUND WILL BE OFFERED AFTER 24 HOURS!!!

Quality Guarantee

The overwhelming majority of our orders are delivered without any issues. However, due to the complexities of packing and shipping live plants, sometimes things don’t quite go as expected. For these rare instances, we offer this 24 hours Quality Guarantee to all our customers:

Our plants and products are guaranteed to be of excellent quality, well-rooted and disease free. If plants do not arrive in prime condition, customers may choose one of the following options:

  • Bank transfer refund
  • Replacement plants (if possible)

COVERED BY QUALITY GUARANTEE:

  • No Roots
  • Root Rot
  • Disease
  • Broekn stems
  • Pest infestations
  • Numerous broken or missing leaves
  • Incorrect or missing plant or products
  • Visible damage to pots, planters, or other accessories

NOT COVERED BY QUALITY GUARANTEE:

  • Dried or wilted bottom leaves
  • Potting soil on leaves
  • A couple of broken, missing, or wilted leaves as long as 10 or more healthy leaves remain intact.
  • Minor color/shape difference from photograph in product listing.
  • Assorted products that differ from product photograph
  • Extreme neglect and disregard of care instructions

Important Note:

  • Packages must be retrieved and opened within 24 hours of delivery to qualify for returns, refunds, or store credit.
  • If the tracking information for your order shows a “delivered” status, but you have not actually received your order, contact us within 1 week to qualify for refund.
  • Photos of all damaged plants are required for any replacements or refunds.
  • REPLACEMENTS: Only the replacement plant(s) will be included in a replacement shipment. We will not add any additional plants to a replacement shipment.
    No substitutions will be sent; any replacements will match the original plant variety. Replacement option cannot be combined with store credit option.

 

Please send the item(s) back to us through a local post office instead of express services( like DHL, UPS, TNT, FEDEX, and similar ). Return address: Room 401, Building 6, Yajing Qingchuang Space, Nancun Town, Panyu District, Guangzhou City, Guangdong Province, China 511442; Receiver: NIU DIGIT LIMITED. By choosing one of the above-mentioned fast delivery options the delivery might be delayed due to the customs clearance process in China.

  1. Pls, email us support@tobsucculent.com the below information once you process the return. Order Number; Total pieces of the return items ( Include the item code ); Tracking Number; Shipping Company.
  2. After we received the items, we’ll issue the refund within 24 hours to the original payment method you use. And we’ll send you the refund record to your email immediately once the refund is issued.