Politique de remboursement

Return & Refund Policy

At AgaPlantz, we take pride in providing healthy, carefully packaged plants and quality products. Because live plants are perishable and sensitive to environmental conditions, please review our policy carefully before placing an order.

Live Plant Disclaimer

All plants are living organisms and may naturally vary in size, shape, coloration, and variegation. Minor cosmetic imperfections, shipping stress, or slight leaf damage may occur during transit and are considered normal for live plants.

Product photos are representative examples and each plant is unique.

Choosing Your Shipping Method

Customers are responsible for selecting a shipping speed appropriate for their location.

Live-arrival coverage applies to transit of 5 business days or less, counted from the carrier's first scan. Statutory holidays don't count. If standard shipping to that address would normally exceed 5 business days, express is the customer's responsibility and a DOA claim won't hold.

We always pass on the lowest available shipping rate we can offer. Estimated transit times are shown at checkout - please review them, along with your local weather and the expected ship date, before completing your order.

Free shipping on orders over $180 applies to standard shipping only.** If express shipping is needed for your location, the cost of upgrading is the customer's responsibility, even if your order qualifies for free shipping.

Example: if your order ships on a Monday and standard delivery to your address is not expected to arrive until Friday, choosing express shipping is the customer's responsibility.

Shipping Delays

AgaPlantz is not responsible for delays caused by the shipping carrier, including mechanical issues, weather, service interruptions, or other circumstances outside our control.

Express shipping does not guarantee a specific delivery date. If your shipment is delayed by the carrier, shipping fees are non-refundable and cannot be adjusted.

We carefully package all plants to ensure they have the best chance of arriving safely, even in the event of a carrier delay.

AgaPlantz 30-Day Plant Guarantee

Every plant we sell is covered for 30 days from the date it is delivered. If it does not pull through in that time, we replace it.

- Plants under $200 CAD: free replacement. You cover replacement shipping, a flat $14.99.
- Plants $200 CAD and over: replacement at 50% of what you paid for the plant. You cover replacement shipping, a flat $14.99.

One replacement per plant, in the same variety wherever possible. If that variety has sold out, we issue store credit for what you paid for the plant instead.

An arrival photo is required. Photograph your plant the day it is delivered, as it comes out of the box, before it is unpacked or potted. This is how we tell a plant that arrived weak from one that arrived healthy and ran into trouble later, and it protects you as much as it protects us. Without an arrival photo we cannot process a guarantee claim. This applies to orders delivered after this guarantee came into effect. If your plant was delivered before then, contact us anyway and we will work with you.

You will also need clear photos of the problem, and to have followed our Acclimation Guide. Full terms are on the 30-Day Plant Guarantee page, which governs how replacements are handled.

Returns

We accept return requests for eligible non-perishable items within 14 days of delivery.

For live plants, returns may be accepted only if the plant arrives significantly damaged, dead on arrival (DOA), or if the wrong item was received.

We do not accept returns or refunds for:

- Minor cosmetic imperfections or shipping stress
- Customer change of mind after delivery
- Plants that declined through clear neglect, such as being left sitting in water, kept in direct sun, or grown without the humidity setup the Acclimation Guide asks for
- Claims with no arrival photo

A plant that declines after delivery for any other reason is not a refund. It is a replacement under the 30-Day Plant Guarantee above, for 30 days from delivery.

Dead on Arrival (DOA) Claims

This covers plants that arrive dead or severely damaged. If that happens, contact us within 24 hours of delivery. A DOA claim is separate from the 30-Day Plant Guarantee, and is often better for you, because it can end in a full refund with no shipping charge. Your arrival photo is what this claim needs too.

To submit a claim, please provide:

- Clear photos of the plant
- Photos of the packaging and shipping label
- Your order number

Claims submitted after 24 hours may not qualify as DOA, but your plant is still covered by the 30-Day Plant Guarantee for 30 days from delivery.

Approved DOA claims may receive:

- A replacement plant
- Store credit
- Partial or full refund depending on the situation

Wrong Item Received

If you receive the wrong item, please contact us within 48 hours of delivery with photos and your order number. We will work with you to provide a replacement, store credit, or refund where appropriate.

Lost or Missing Packages

If your package is lost in transit, please contact us and we will assist in opening an investigation with the shipping carrier.

Once a package is marked as delivered by the carrier, AgaPlantz is not responsible for theft, weather exposure, or damage occurring after delivery.

Return Process

To request a return or report an issue, contact us through:

- Our Contact Us page
- Email: info@agaplantz.com
- Phone: +1 (647) 621-3033

Please include:

- Your order number
- Photos if applicable
- A description of the issue

Unauthorized returns may not be accepted.

Refund Processing

Approved refunds are issued to the original payment method.

Please allow 5-10 business days after approval for the refund to appear in your account depending on your payment provider.

Shipping fees are non-refundable unless the issue was caused by our error.

Order Cancellations

Orders may only be cancelled before shipment. Once an order has been processed or shipped, it can no longer be cancelled.

Pre-Order Cancellation Policy

Orders can be cancelled before the pre-order batch date.

Once the pre-order batch date has passed, the order cannot be cancelled, as we have already paid the foreign nursery for your plant and the order has been processed with the supplier.

Thank you for your understanding.

Contact Information

AgaPlantz
25 Fieldridge Cres Unit 46
Brampton, Ontario L6R 4G6
Canada

Email: info@agaplantz.com
Phone: +1 (647) 621-3033