Refund policy

Refund and Claims Policy

Last updated: September 19, 2026

Who this applies to

Plants Without Borders Inc. sells at wholesale to growers and retailers. This policy applies to every order placed at plantswithoutborders.com. It forms part of our Terms of Service. Where the two differ, the Terms of Service control.

Live plants are not returnable

We do not accept returns. Plants are perishable and cannot be resold once they leave our care, so there is no return window and no return address. If something is wrong with what you received, you file a claim instead. The section below explains how.

Cancelling before your order is invoiced

Every order rides a published delivery cycle with a fixed order cutoff, shown on our delivery schedule. You may cancel or change any line at no charge at any time before that cutoff. Email your account executive or support@plantswithoutborders.com with your order number.

After the cutoff we have already committed the units to the source nursery and the order cannot be cancelled, reduced, or changed. If we cannot source a line you ordered, we remove it before the invoice is issued and you are never billed for it.

Paying, and what happens if you do not

An order becomes binding when we confirm availability and issue the invoice. Payment is due on the date shown on that invoice. We do not ship before payment clears. If an invoice goes unpaid past its due date we may cancel the order and release the units. A cancelled unpaid order creates no charge and no refund, because no money changed hands.

If you paid and we then cannot ship a line for any reason, you choose: a credit to your account, or a refund of that line to the original payment method. We process that choice within five business days of your telling us.

Claims on what you received

File a claim if plants arrive dead, damaged, mislabeled, or in the wrong quantity.

The claim window runs from the day the carrier records delivery:

• Seller's Choice grade: five days.
• Grower's Choice grade: two days.

Grower's Choice is the shorter window because it is sold as ungraded nursery-run stock at a lower price. The grade is on every product page and on your invoice.

What a claim must include

We accept a claim only with all of the following:

• A continuous, unedited unboxing video that begins before the box is opened and does not stop until every plant is out and visible. A video that starts after the box is open cannot be accepted, because it cannot show whether the damage happened in transit.
• Clear photographs of each affected plant.
• Your order number and the affected item names and quantities.

Send them to support@plantswithoutborders.com. We answer every claim within three business days of receiving the complete package.

What an approved claim gets you

If we approve the claim, we replace the affected plants on your next shipment when the source nursery has stock, or we issue a credit to your account when it does not. You choose between a replacement and a credit whenever stock allows both.

Approved claims are settled in replacements or account credit. We do not issue cash refunds on approved claims. Account credit does not expire and can be applied to any future order.

What is not covered

We cannot cover losses that begin after the plants reach you:

• Acclimation losses, including decline during the first weeks in your growing space. Follow the acclimation guidance we send with every shipment.
• Repotting, transplanting, deflasking, or any handling on your end.
• Pests or disease introduced after delivery.
• Light, humidity, temperature, water, or substrate conditions in your facility.
• Damage from a delivery you were not present to receive, or a box left outside.
• Normal variation in leaf count, size, form, and coloration. Tissue culture plants vary, and photographs are representative rather than exact.
• Delays in transit, customs, or carrier handling, and anything that follows from a late arrival.

Shipping charges

Shipping is charged from our published rate table and is not refundable once a shipment is tendered to the carrier. We do not waive, discount, or credit shipping on claims.

Payment disputes

If you believe a charge is wrong, contact us first. We will look at it and correct any error we made. Opening a bank or card dispute before contacting us may result in your account being placed on prepayment terms while the dispute is open.

Contact

Plants Without Borders Inc.
328 N Market Street, San Jose, California 95110
support@plantswithoutborders.com