Refund & Returns Policy

(Effective May 19, 2025 – applies to all purchases shipped within the United States)

1. Overview

We want you (and your recipient!) to love every bouquet, plant, and gift you receive from Plants Wagon Store. If something isn’t right, let us know within the timeframes below and we’ll make it right with a replacement, store credit, or refund, in accordance with this policy.

2. Return & Refund Window

Product Type Actionable Issue* Notify Us By Resolution Options
Fresh-cut flowers / arrangements Damaged, wilted, wrong item, late/non-delivery Within 24 hours of delivery Replacement, store credit, or full refund
Potted plants Dead/dying on arrival, wrong item, damaged planter Within 72 hours of delivery Replacement or store credit
Non-perishables (vases, candles, décor, gift add-ons) Defective, wrong item, damaged in transit Within 14 days of delivery Exchange or full refund upon return
Custom/event orders (weddings, corporate, bulk) As defined in contract Per individual contract Credit or partial refund (case-by-case)

*“Actionable Issue” means the product arrives in an unsatisfactory condition or differs materially from what was advertised/ordered.

3. Items Not Eligible for Return

  • Fresh items reported outside of the timeframes stated above

  • Products damaged after delivery due to improper care or handling

  • Gift cards or downloadable products

  • Sale or clearance items marked “Final Sale”

4. How to Request a Refund or Return

  1. Take photos of the product and packaging showing the issue.

  2. Email contact@plantwagonstore.com or call (805) 494-3421 with:

    • Order number

    • Delivery date & address

    • Photos and brief description of the problem

  3. Our customer-care team will respond within 1 business day with next steps.

5. Refund Methods

  • Original payment method – typically 3–5 business days once approved

  • Store credit (e-gift card) – issued immediately upon approval

  • Replacement shipment – dispatched on the next available delivery date

6. Late or Missing Refunds

  • Check your bank or credit-card statement first (processing times vary).

  • Then contact your credit-card company; it may take additional time before your refund is officially posted.

  • Still not received? Email us with your refund confirmation number.

7. Shipping Returns (for non-perishable items only)

If we request the product be returned:

  • Pack items securely in the original or similar protective packaging.

  • Affix the prepaid return label we provide (or ship via a trackable service at your cost if a free return label isn’t supplied).

  • Send to:
    Plants Wagon Store – Returns
    4787 Windhaven Dr Westlake Village, CA 91362, USA

8. Exchanges

We replace items only if they are defective, damaged, or incorrect. For fresh products, the replacement is typically a new arrangement of equal or greater value delivered at the next available time slot.

9. Order Cancellations

  • Standard orders: free cancellation if requested ≥24 hours before the scheduled delivery date/time.

  • Same-day or next-day deliveries: may be cancelled up to 1 hour after the order is placed, subject to design already in progress.

  • Custom/event orders: refer to contractual terms (often non-refundable deposit).

10. State & Federal Compliance

This policy complies with the Federal Trade Commission (FTC) Mail, Internet, or Telephone Order Merchandise Rule, and with applicable state consumer-protection statutes. Your statutory rights are not limited by this policy.

11. Contact Us

Questions about refunds, returns, or anything else?
Phone: (805) 494-3421 (Mon–Fri 9 am–6 pm ET)
Email: contact@plantwagonstore.com
Address : 4787 Windhaven Dr Westlake Village, CA 91362, USA