Refund and Return Policy

Effective Date: January 16, 2025

Tophato is dedicated to providing high-quality plants and ensuring your satisfaction. We understand that occasionally returns or refunds may be necessary. This comprehensive policy explains the conditions under which we will accept returns and issue refunds. Please read this policy thoroughly before making a purchase.

Returns

We accept returns under the following conditions:

  • Damaged or Defective Plants: If your plant arrives damaged, broken, diseased, or defective, you must notify us within 24 hours of delivery, along with clear photographs of the damaged plant and its packaging. We will assess the issue and provide you with instructions on how to return the item. We take utmost care in packaging our plants, but damage can occur during transit.

  • Incorrect Product Delivery: If you receive a plant that is different from what you ordered, please contact us within 24 hours of delivery. We will arrange for the correct plant to be sent to you and provide instructions on how to return the incorrect plant.

  • Exceptional Circumstances: In rare situations, if you experience a significant issue with a plant that is not due to transit damage or improper care, please contact us within 24 hours of delivery, and we will evaluate the situation on a case-by-case basis. We cannot guarantee a return in all such cases, but we strive to maintain fairness and customer satisfaction.

Conditions for Returns

To be eligible for a return, the following conditions must be met:

  • Timeframe for Return Request: You must submit the return request within 24 hours of the delivery date for damaged, defective, or incorrect items. Late requests will be considered only under extenuating circumstances.

  • Original Packaging: The plant must be returned in its original packaging to prevent further damage during return shipping. Using the original or comparable protective packaging is essential for ensuring that the plant is returned in good condition. If the returned plant is damaged because of insufficient packaging, we may not be able to accept the return.

  • Plant Condition: Returned plants must be in the same condition as they were received (with exceptions for the issues detailed in the return request). We do not accept returns for plants damaged due to improper care after delivery, such as incorrect watering, inappropriate environmental conditions, pest infestations, or disease due to neglect.

  • Proof of Purchase: A valid purchase receipt, order confirmation, or proof of purchase must be included with the returned plant.

  • Photographic Evidence: For damaged, defective, or incorrect items, you must provide photographs within the required time frame as evidence of the issue.

  • Return Authorization: You must obtain a Return Authorization from us before sending the plant back to ensure we can process your return smoothly.

Refunds

Upon receiving the returned plant and inspecting it, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: If your return is approved, we will issue a full refund to your original payment method within 7-10 business days. The refund will cover the original purchase price but may not include the initial shipping costs, unless the return is due to our error.

  • Partial Refunds: In some cases, if the plant is returned but does not fully meet our return requirements (such as minor damage, or part of the plant missing), we may, at our discretion, offer a partial refund.

  • Shipping Costs: Original shipping costs are non-refundable unless the return is due to an error on our part, such as sending a damaged, defective, or incorrect item. Customers are responsible for paying the return shipping costs, unless the return is due to an error on our part.

  • Refund Method: Refunds will be processed to the original method of payment. If that method is unavailable, we will work with you to find an alternative payment method for the refund.

Non-Refundable Items

The following items are generally non-refundable:

  • Plants Damaged by Improper Care: We cannot refund or accept returns for plants that have deteriorated due to improper care, incorrect watering, or exposure to incorrect environmental conditions after the plant has been delivered in good condition.

  • Gift Cards: Gift cards purchased from Tophato are non-refundable.

  • Special or Custom Orders: We cannot refund special or custom-made plant arrangements unless the plant is damaged or incorrect upon arrival.

Exchanges

We generally do not offer direct exchanges. If you have a problem with an order, please follow the returns process, and we will refund you for the returned item. You can then place a new order for your desired product.

How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Within 24 hours of delivery, email us at info@tophato.com or call us at (317) 888-1493 to notify us of the issue.

  2. Provide Details: Include your order number, the date of purchase, and clear photographs showing the issue.

  3. Obtain Authorization: We will provide you with a Return Authorization number and specific instructions on how to return the plant.

  4. Prepare Packaging: Pack the plant carefully and securely in its original packaging or similar packaging to prevent further damage during shipping.

  5. Ship the Return: Ship the plant to the return address provided, along with a copy of your original purchase receipt and the Return Authorization number.

Contact Information

If you have any questions or concerns about this Refund and Return Policy, please contact us at: