Refund policy

At Divine Root, we are committed to delivering healthy, high-quality indoor plants to our customers. While we do not accept returns due to the perishable nature of live plants, we offer a 30-day plant health guarantee and store credit for qualifying issues. Please read our policy carefully to understand how we handle concerns regarding plant health, shipping, and order issues.

No Physical Returns Accepted

Due to the delicate nature of live plants, we do not accept returns. However, we stand by the quality of our plants and provide store credit for qualifying issues under our 30-day plant health guarantee.

30-Day Plant Health Guarantee

We stand by the quality of our plants. If your plant arrives damaged beyond minor blemishes or dies within 30 days due to factors beyond your control, we will issue store credit for the value of the plant.

To qualify for the guarantee, you must:

  • Contact us within 30 days of delivery with a claim.

  • Provide clear photos of the affected plant, including close-ups and a full-plant image in its environment.

  • Ensure the plant was not transplanted within the first 7 days, as transplant shock can harm plants.

  • Follow proper plant care guidelines, including correct light, watering, and temperature conditions.

⚠️ Exclusions: The guarantee does not cover damage caused by:

  • Improper care (overwatering, under-watering, incorrect lighting)

  • Transplanting within the first 7 days of receiving the plant

  • Weather-related damage (heat or cold exposure during transit if a heat pack was not purchased)

  • Pests, pets, or environmental factors beyond our control

  • Plants marked as B-Grade or Clearance items at the time of purchase

Lost or Damaged Shipments

We take great care in packaging our plants, but in rare cases, shipments may be lost or arrive severely damaged.

Damaged Orders:
If your plant arrives in poor condition beyond minor wear from transit, please contact us within 24 hours of delivery with photos of the plant and packaging. We will review your claim and issue store credit if approved.

Lost Orders:
If your order is lost in transit, please reach out to us. We will investigate and, upon confirmation, will reship your order at no cost. Proof of the lost order may be required.

Extreme Weather Shipping & Heat Pack Recommendation

Shipping live plants during extreme heat or cold presents risks. We highly recommend adding a heat pack to your order in colder months. Orders damaged due to extreme temperatures without a heat pack are not covered under our guarantee.

Customers are responsible for monitoring their local weather conditions and planning shipments accordingly. If you need to delay your order due to extreme temperatures, please contact us before shipping.

Cancellations & Order Modifications

  • Orders can be canceled before they are shipped. Once the order has been processed and is in transit, cancellations are not possible.

  • If you need to change your shipping address, contact us as soon as possible. We cannot modify addresses once the order is shipped.

How to Submit a Claim

To submit a claim for store credit due to a plant health issue or damaged/lost shipment, please email us at info@divine-roots.com with:

  • Your order number

  • A brief description of the issue

  • Clear photos of the plant (including close-ups and full-plant view)

  • Photos of the packaging (if applicable)

We aim to respond to claims within 2-3 business days.

By placing an order with Divine Root, you acknowledge and agree to the terms outlined in this policy. If you have any questions, feel free to reach out to our customer support team.