Refund policy

Returns & Exchanges Policy

We are committed to providing high-quality preserved moss art and live plant products. Due to the delicate and custom nature of our items, we have specific guidelines for returns and exchanges.

Preserved Moss Art

• Custom-sized preserved moss art is a final sale and cannot be returned or exchanged. Each piece is made to order and designed specifically for your space.

• Store products (non-custom items) are eligible for return within 15 days of delivery. The item must be in its original condition and packaging. Return shipping costs are the buyer’s responsibility.

• For store product returns, you may choose a refund to your original form of payment or store credit for future purchases.

• If your store product arrives damaged or defective, please contact us within 48 hours of delivery with clear photos. We will assess the situation and, if applicable, provide a replacement, refund, or store credit.

Live Plants

• Due to the perishable nature of live plants, we do not accept returns or exchanges.

• If your plant arrives damaged or unhealthy, please notify us within 48 hours of delivery with clear photos. We will review the case and, if applicable, provide a replacement or store credit.

• We are not responsible for plant health issues caused by improper care, including but not limited to:

  • Overwatering or underwatering

  • Lack of proper drainage

  • Too much or too little light

  • Exposure to extreme temperatures

  • Lack of humidity or excessive dryness

  • Failure to repot when necessary

  • Pest infestations that develop after delivery

Order Cancellations & Modifications

• Cancellations or modifications can only be made within 48 hours of placing your order. After this period, production and packing will begin, and changes may not be possible.

Damaged or Incorrect Orders

• If you receive an incorrect or damaged product, please email us at [Your Email] with your order number and photos. We will work quickly to resolve the issue.

By purchasing from our store, you agree to these policies. If you have any questions, feel free to reach out before placing your order!

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@symbiotik.design.