Last updated: December 12, 2024
At Brandtrueau, we are committed to providing you with healthy, high-quality plants and exceptional service. We understand that plants are living organisms, and we take every precaution to ensure they arrive in perfect condition.
All plants purchased from us come with a 30-day health guarantee from the date of delivery. If your plant shows signs of disease, pest infestation, or significant decline within this period, we will provide a replacement or full refund.
We guarantee that your plants will arrive healthy and in good condition. If you receive a damaged or unhealthy plant, please contact us within 48 hours of delivery with clear photographs showing:
Due to the nature of living plants, we accept returns only in the following circumstances:
Note: Returns due to improper care after delivery are not covered by our guarantee.
Planters, soil, fertilizers, and other care products can be returned within 30 days of purchase if:
The following items cannot be returned:
Email us at response@brandtrueau.world or call +1 (719) 767-5866 with your order number and detailed description of the issue. Include clear photographs if applicable.
Our team will review your request and respond within 24-48 hours. If approved, we will provide instructions for return or replacement.
For damaged or incorrect items, we will provide a prepaid return shipping label. For other returns, shipping costs are the customer's responsibility.
Returned items will be inspected upon arrival. Plants must show the same condition as reported in your initial contact.
Once your return is received and inspected, we will send you an email notification of approval or rejection. If approved, your refund will be processed within 5-7 business days.
Refunds will be issued to the original payment method. Please note that it may take additional time for your bank or credit card company to process the refund.
Partial refunds may be granted in cases where:
Original shipping charges are non-refundable unless the return is due to our error or a defective product.
We gladly offer exchanges for:
To request an exchange, follow the same process as returns. Exchange shipping is free for our errors; otherwise, standard shipping rates apply.
Maintenance contracts can be cancelled with 30 days' notice. Unused portions will be refunded on a prorated basis.
If your order arrives damaged:
Before initiating a return for plant health issues, we encourage you to contact our care support team. Often, simple adjustments to care routines can resolve issues. Our experts are available to help you succeed with your plants.
Custom orders, rare plant requests, and special imports are final sale and cannot be returned unless the plant arrives damaged or is not as described.
During extreme weather conditions (very hot or cold), we may delay shipments to ensure plant health. If you request delivery despite weather warnings, our health guarantee may be affected.
If you have any questions about our return policy or need assistance with a return, please contact us:
Brandtrueau
301 N 5th St W
Cheyenne Wells, CO 80810
United States
Email: response@brandtrueau.world
Phone: +1 (719) 767-5866
Hours: Monday-Friday, 9:00 AM - 6:00 PM MST
This return policy is designed to protect both our customers and our business. We reserve the right to refuse returns that don't meet our policy criteria or show evidence of improper care or abuse. Our goal is to ensure you have a positive experience with our plants and services.