At Vivid Garden Store, we take pride in providing high-quality plants and gardening supplies to help you create your dream garden. We want you to be completely satisfied with your purchase. If you’re not happy for any reason, we’re here to help with a straightforward returns and exchanges process.

Our Policy

We accept returns and exchanges for most items within 15 days of the date you receive your order. To be eligible for a return or exchange, your item must be:

  • In the same condition as you received it (unused and in its original packaging).
  • Accompanied by the original receipt or proof of purchase.

Please Note: Due to the perishable nature of live plants, all plant sales are final and cannot be returned or exchanged unless they arrive dead or significantly damaged. This policy includes our popular Arborvitae, Hydrangeas, Evergreens, Native plants, Ground Covers, Container Plants, and all other living specimens. Please inspect your plants immediately upon delivery and contact us within 48 hours if there is an issue.

How to Initiate a Return or Exchange

To start a return or exchange, please follow these simple steps:

  1. Contact Us: Email our customer service team at [email protected] within the 15-day window. Use the template provided below to ensure we get all the necessary information quickly.
  2. Wait for Instructions: We will respond within 1-2 business days with a Returns Authorization Number and specific shipping instructions. Please do not send anything back to us without this number.
  3. Ship the Item: Carefully pack the unused, eligible item in its original packaging. Ship it to the address we provide. The customer is responsible for return shipping costs, unless the return is due to our error (e.g., wrong item shipped).

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Timing: If approved, your refund will be processed within 5-7 business days.
  • Method: Refunds will be issued to the original method of payment used at checkout (Visa, MasterCard, JCB, or PayPal). Please note that your bank or payment processor may take additional time to post the refund to your account.
  • Original shipping fees are non-refundable.

Exchanges

To exchange an eligible item for a different one, the process is the same as a return. Once we receive the original item, we will process a new order for the desired item. Any difference in price will be charged or refunded to your original payment method.

Return/Exchange Request Email Template

To make the process even easier, please copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:

Dear Vivid Garden Store Team,

I would like to request a [return / exchange] for my recent order.

Order Number: [Please insert your order number]
Product Name: [Please insert the product name]
Reason for Return/Exchange: [Please provide a brief reason]

I have read and understand the Returns & Exchanges policy.

Thank you,
[Your Full Name]

Questions?

We’re always happy to help you create and maintain a beautiful garden. If you have any questions about our returns process, don’t hesitate to reach out to our friendly team at [email protected].

Happy Gardening!
The Vivid Garden Store Team