Return, Replacement & Cancellation Policy
This policy covers purchases made online at giosucculents.com and in person at our markets/pop-ups. Because many of our products are live plants, some rules differ by purchase channel.
Market & In-Person Purchases
- All market sales are final. Please inspect your items before leaving our booth.
- We’re happy to answer care questions and help you choose the right plant at purchase.
- If you notice an issue at pickup, tell us on the spot so we can make it right.
Live Plants (Online Orders)
- We do not accept returns of live plants.
- Arrived damaged or DOA? Email us within 48 hours of delivery with clear photos of the box, packing, and plant. We’ll replace or refund the plant price at our discretion.
- Extreme weather, delivery delays, and incorrect/unsafe delivery locations can stress plants. Please bring packages inside promptly and follow acclimation guidance.
- We can’t cover losses due to incorrect addresses, missed deliveries, or porch theft. Please verify your shipping info at checkout.
Non-Plant Items (Online Orders)
- We accept returns within 7 days of delivery for unused, resaleable items (e.g., pots, tools) in original packaging.
- Buyer is responsible for return shipping. For our mistake or a defective item, we’ll cover/credit shipping.
- If the item isn’t returned in original condition, the buyer is responsible for any loss in value.
Cancellations
You may request a cancellation before a shipping label is created. Once your order is processed for shipment, we’re unable to cancel it. Market purchases cannot be cancelled or refunded after payment.
Exchanges
We don’t offer direct exchanges. If you’d like a different item, please place a new order after your return or replacement is processed.
How to Start a Return or Damage Claim
- Email hello@giosucculents.com with your order number. For plants, include delivery date and clear photos of the box, packing, and item.
- We’ll reply with next steps and (if applicable) a return address or resolution.
- For eligible online returns, ship the item back within 7 days of delivery and keep your tracking receipt.
Refunds are issued to the original payment method after we receive and inspect the item or approve your DOA claim. Shipping costs are non-refundable unless the return is due to our error.
Questions?
We’re happy to help. Reach us at hello@giosucculents.com.