Refund policy

The Lovely Roots

At The Lovely Roots, we take great care in selecting and shipping healthy plants. Because plants are living organisms and their condition can change quickly after delivery, our policies are designed to ensure fairness while protecting both the plant and the seller.

Please review the policy below before placing an order.

Returns

Due to the sensitive nature of live plants, The Lovely Roots does not accept general returns.

All plant sales are considered final sale, except in cases where the plant arrives with significant damage that occurred during shipping.

If your plant arrives damaged, please follow the Arrival Issue Reporting process below.

Reporting Arrival Issues

If your plant arrives with damage or concerns upon delivery, you must contact us within 12 hours of the recorded delivery time.

Please email:
thelovelyrootsllc@gmail.com

Your email must include:

  • Your order number,
  • Photos or video of the unboxing process,
  • Clear photos of the plant and roots,
  • Photos of the packaging and shipping box

Failure to provide unboxing documentation may result in the claim being denied.

What Qualifies for Refund or Replacement

Refunds or replacements may be issued at the discretion of The Lovely Roots in cases where:

  • The plant arrived significantly damaged due to shipping
  • The plant arrived with severe rot that clearly occurred prior to shipment
  • The plant was incorrectly fulfilled

Each case is evaluated individually.

Depending on the situation, The Lovely Roots may offer:

  • A partial refund
  • A replacement plant
  • A store credit

What Does NOT Qualify

The following do not qualify for refunds or replacements:

  • Minor cosmetic damage (small tears, bent leaves, minor yellowing)
  • Normal transplant or shipping stress
  • Damage caused by improper care after delivery
  • Rot that develops after the plant has been in the customer's care
  • Delays caused by the shipping carrier
  • Environmental damage due to heat or cold exposure during transit
  • Plants purchased through discounted Facebook or Instagram sales
  • Plants sold during purges, discounts, or marked final sale

Shipping Responsibility

Once a package is accepted by the shipping carrier, transit times and handling are outside of our control.

The Lovely Roots carefully packages all plants to protect them during shipment, but we cannot guarantee carrier performance.

Customers are responsible for ensuring someone is available to receive the package promptly upon delivery.

Plants left outside for extended periods may not qualify for refunds or replacements.

Shipping Fees

Shipping fees are non-refundable, unless there was an error made by The Lovely Roots in fulfilling the order.

Policy Updates

The Lovely Roots reserves the right to update or modify this policy at any time without prior notice.

Customers are encouraged to review this page periodically for updates.

Last Updated: March 2026