Refund policy
Refunds & Credits: What is Covered
- Damaged Plants: If plants are damaged during shipment and meet the criteria below, they qualify for either a refund or replacement.
- 21-Day Healthy Plant Guarantee: We ensure that all plants arrive in healthy condition if ordered correctly (online orders must include the heat protection pack during winter months). If your plant arrives damaged, send us a photo within 21 days and we'll work with you to make it right.
- Refunds for Damaged Items Only: Refunds are issued only for the cost of the plants themselves, not for shipping costs.
What is Not Covered
- Cold Damage Without Heat Packs: During cold months, heat packs must be added to orders shipping to cold regions. Orders without heat packs that suffer cold damage will not be refunded or replaced.
Process for Refund or Replacement
- Email us at support@houseofagave.store with:
- A picture of the damaged item.
- The order number and shipping information.
- Refunds and or replacements are processed within 7–10 business days, and only one replacement order will be issued per claim.
Additional Notes
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- Address changes for processed orders must be submitted within 24 hours to avoid complications.
- As a small business, response times may take 1–2 days during weekdays.
Thank you for your business!