Refund and Guarantee Policy

Refund Policy:

  • Return Period: Customers have 14 days from the date of receipt to return any items, WITH THE EXCEPTION OF LIVE PLANT MATERIAL. Scroll down to read our live plant material policy.

  • Return Requirements: All items must be in their original, unused condition and include all original packaging and accessories. The customer is responsible for the return shipping costs unless the item was received damaged or defective.

  • Refund Processing: Upon receipt of the returned item, we will inspect it to ensure it meets the return requirements. If the item meets the requirements, a refund will be processed within 5-7 business days. Refunds will be issued to the original payment method.

  • Damaged or Defective Items: If an item is received damaged or defective, the customer must contact us within 7 days of receipt to initiate a return. We will provide a return label and cover the cost of return shipping for damaged or defective items.

  • Exchanges: If the customer would like to exchange an item, they must initiate a return and place a new order for the desired item.

Live Plant Policy - 72 Hours:

We take great care in growing, packing, and shipping healthy live plants. Because plants are living and perishable, it’s important that they are opened and checked as soon as they arrive.

To ensure plants arrive safely and any issues are resolved quickly, we ask customers to follow the guidelines below.

  • Please open your order, and inspect your plants within 72 hours of delivery
  • If anything is wrong with your order, contact us within 72 hours of delivery (based on the carrier tracking time).
  • Send an email to orders@central.farm


After 72 hours, plant condition and storage are outside our control, so we’re unable to offer replacements or refunds. Orders not reported within this window are considered accepted.

 

What to report within 72 hours

Please contact us if your order arrives:

● Damaged in shipping
● Dead on arrival
● Missing items
● Incorrect items
● Severely wilted or unviable

We will ask you for photos to resolve issues quickly. Please include photos of:

● The affected plant(s)
● The packaging
● The packing slip or shipping label (if available)

Photos allow us to verify what happened and how the plant got damaged so we can improve our packing and shipping processes.

 

Tracking & delivery

Once we ship, it is your responsibility to track your package and open your plant materials within a timely manner. Whenever we ship an order, a notification is sent to the email address that you provided when ordering. That email contains a tracking number you can use to monitor your order and know exactly when your plants will arrive. 

We highly suggest you:
● Provide a valid, monitored email address when you order so tracking notifications can be received
● Monitor tracking and delivery timing
● Bring plants inside promptly after delivery
● Follow our planting or storage instructions

Plants left outside, exposed to heat or cold, or delayed after delivery cannot be guaranteed.

 

How we make it right

If an eligible issue is confirmed within 72 hours, we will provide one of the following:

● Replacement plants
● Store credit
● Refund

The resolution depends on availability and the specific situation.

 

Shipping timing & planting windows

We ship seasonally, as outlined in our shipping policy. If you need shipment timed to your planting window, please contact us before shipment or use delayed shipping options when available.


We cannot guarantee plant condition if packages are held or planting is delayed after delivery.

Our goal is always for your plants to arrive healthy and ready to grow. This policy allows us to resolve any true shipping or fulfillment issues quickly and fairly while protecting plant quality for all customers.

By engaging with our services, customers acknowledge and agree to the terms and conditions outlined in our refund policy. For any inquiries or concerns, we encourage you to reach out to us directly at orders@central.farm.