Return Policy
Return Window: 2 days
Product Condition: New only
Return Method: By mail
Return Shipping Cost: Customer pays return shipping
Restocking Fee: No restocking fee
Refund Processing Time: 7 days
Detailed Return Policy:
Customers must contact us within 2 days of receiving their order to request a return.
What can be returned:
Defective Products:
- Plants that arrive severely damaged due to courier handling (cooked in sun, wilted beyond recovery, broken main stems, dead on arrival, major root damage)
- Products damaged or broken during shipping
Non-Defective Products:
- Incorrect items sent by mistake
- Non-plant items (pots, accessories, substrates, fertilizers) if unused and in original packaging
What cannot be returned:
- Minor cosmetic issues (bent leaf, small bruise, broken leaf, soil disturbance) – these are normal during shipping, but all efforts is taken to minimize or negate these.
- Healthy plants without severe courier damage
- Plants with minor pest presence including (but not limited to) mealybugs, spider mites, scale, fungus gnats, thrips, or other common plant pests — unless the infestation is severe enough to have caused plant death or irreversible damage during transit. Photographic evidence is required for all pest-related return requests.
- In-store purchases
- Used or opened products
Return Process:
- Email info@staghornandpitcher.com within 2 days with:
- Your name and order number
- Photos of damage or incorrect item
- Description of the issue
- Wait for return approval
- Customer ships item back at their own expense
Refunds and Resolutions
All return requests are subject to approval by Staghorn and Pitcher. We reserve the right to decline returns that do not meet our policy criteria.
Upon approval of a return, Staghorn and Pitcher has sole discretion to determine the appropriate resolution based on the nature of the issue, stock availability, and photographic evidence provided. Resolution options include:
- Plant replacement (preferred option when stock is available)
- Store credit or voucher (valid for 12 months from issue date)
We do not offer:
- Cash refunds
- Refunds to original payment method (credit card, EFT, etc.)
- Partial refunds
All refunds are issued exclusively as store credit or vouchers for future purchases at Staghorn and Pitcher.
Processing time: Resolutions are processed within 7 days after we receive and inspect the returned items.
