Refund policy

Return Policy for Online Orders

Because we ship live plants, we have specific guidelines to ensure fairness for both you and our team.

šŸ“¦ Report Window

If there is an issue with your order:

  • Contact us within 3 days of delivery

  • Email: info@kazumigarden.com

  • Include clear photos of the plant and the packaging (inside and outside of the box)

Claims submitted after 3 days of delivery are not eligible for refunds or exchanges.

šŸŒæ Minor Stress (Plant Alive)

Live plants may experience shipping stress, such as:

  • Slight drooping

  • Minor yellowing

  • Limited leaf loss

If the plant is alive and shows signs of recovery potential, we may offer a partial refund (up to 50% of the plant price, excluding shipping).

No return is required for partial refunds.

šŸšš Severe Shipping Damage

If your plant arrives with severe shipping damage such as:

  • Broken stems

  • Detached moss ball

  • Severe rot upon arrival

  • Significant freeze or heat damage

You may choose one of the following:

1ļøāƒ£ Exchange (Recommended)

  • We will ship a replacement plant.

  • Once you receive the replacement, you must return the original plant using the new shipment box.

  • The moss ball must be secured with the provided zip ties.

  • Improperly packaged returns may result in a reduced refund if further damage occurs in transit.

2ļøāƒ£ Full Refund (Plant Must Be Returned)

  • The plant must be returned in its original packaging.

  • Once received and inspected, we will issue a full refund to your original payment method.

  • If the plant is returned further damaged due to improper packaging, the refund may be adjusted.

šŸ” Returns for Buyerā€™s Remorse

Because we ship live plants, we do not accept returns for:

  • Change of mind

  • Aesthetic preferences

  • Size expectations

  • Buyerā€™s remorse

If the plant arrives healthy and you simply wish to return it, return shipping costs are the responsibility of the customer.

šŸ“¬ Lost or Stolen Packages

If your package is marked delivered but you did not receive it:

  • Contact us immediately.

  • We will initiate a claim with UPS.

  • Resolution will depend on the carrier's investigation outcome.

āŒ Not Covered

Refunds and exchanges do not apply to:

  • Damage was reported after 3 days of delivery

  • Improper watering or care

  • Repotting, removal of moss, or plant alteration

  • Environmental damage after delivery

šŸŒ± Ongoing Support

Even if your plant is not eligible for a refund, we are always happy to provide free plant care guidance to help it thrive.

Thank you for allowing Kazumi Garden to be part of your space and create memorable gifts.


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Return Policy for In-Person Purchases

(Events & Home Display)

Because we work with living plants, all in-person purchases are considered final sale. However, we are committed to supporting you if your plant experiences verified failure.

šŸŒæ Communication Window (14 Days)

If you notice a health issue:

Concerns reported after 14 days are not eligible for refund or exchange.

šŸ“ø Evaluation Process

We will review your photos to determine whether the issue qualifies as:

  • Normal adjustment stress

  • Or verified plant failure

We may provide care guidance and monitor progress before approving a resolution.

šŸŒ± Minor Stress (Care Support Only)

Temporary stress may include:

  • Slight drooping

  • Minor yellowing

  • Adjustment to new lighting or watering conditions

In these cases, we provide free guidance but no refund or exchange.

šŸŒ¾ Verified Plant Failure

If the plant shows clear signs of failure within the 14-day communication window and despite following care guidance, you may qualify for:

  • An exchange
    or

  • A refund

Refunds or exchanges must be processed within 30 days of the original purchase date.

We reserve the right to assess eligibility based on photos and care history.

šŸ” Resolution Options

If approved:

  • Local customers may return the plant in person.

  • If shipping is required, we will cover shipping for the replacement plant.

  • For refunds, the plant must be returned before a refund is issued.

āŒ Not Covered

Refunds and exchanges do not apply to:

  • Improper watering or care

  • Environmental damage after purchase

  • Repotting, moss removal, or alteration

  • Physical damage after leaving our display

  • Concerns reported after 14 days

  • Requests made after 30 days from purchase

šŸŒæ Ongoing Support

We are always happy to provide free plant care guidance to help your plant thrive.

Thank you for letting Kazumi be part of your space and create memorable gifts.