Refund and Return Policy for Epichato – The Plant Store

Effective Date: December 31, 2024

At Epichato, we are committed to providing high-quality plants and excellent customer service. If you are not completely satisfied with your purchase, we are here to help you. Below is our Refund and Return Policy to ensure a smooth and transparent process for returns and refunds.

1. Returns

We accept returns for plants, pots, and other gardening accessories under the following conditions:

  • Return Timeframe: You may return most items within 14 days of the original purchase date for a full refund or exchange.
  • Condition of Return: Items must be returned in unused, undamaged condition, and, where applicable, in their original packaging. For plants, this means they must be in the same condition as when they were purchased (no signs of neglect or mishandling).
  • Receipt or Proof of Purchase: A receipt or proof of purchase is required to process any return. If you cannot provide a receipt, we may be able to offer you an exchange or store credit at the store’s discretion.

2. Non-Returnable Items

For your health and safety, live plants and certain perishable items, including soil, fertilizers, and plants that have been planted, cannot be returned. Please inspect these items carefully before purchase. However, if you receive a damaged or defective plant, we will be happy to assist you with a replacement or refund (see details in the next section).

3. Damaged or Defective Items

If your plant or product is damaged or defective upon arrival or purchase, we offer a full refund or replacement under the following conditions:

  • Notification: You must notify us of any damage or defects within 48 hours of receiving the product. This allows us to address the issue promptly.
  • Photos: We may ask for photos of the damaged or defective item to process your return or replacement.
  • Refund or Exchange: Once the issue is confirmed, you may choose between a full refund, an exchange for a similar product, or a store credit for the same value.

4. Process for Returns

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@epichato.com or call us at (218) 644-3623 to notify us of your intent to return an item.
  2. Return Authorization: Our team will provide you with a Return Authorization Number (RAN) and instructions for the return process.
  3. Pack the Item: Carefully pack the items you wish to return, including the original packaging, receipts, and all accessories.
  4. Ship the Item: Return the items to the store’s address or to the designated return center. Return shipping costs are the responsibility of the customer unless the return is due to a defect or damage.

5. Refunds

Once your return is received and inspected, we will process your refund. The following applies:

  • Refund Method: Refunds will be issued to the original payment method used for the purchase. If the item was purchased using a gift card or store credit, your refund will be issued in the form of a store credit.
  • Refund Processing Time: It may take up to 10 business days for the refund to be processed and reflected in your account, depending on your payment provider.
  • Partial Refunds: In cases where the returned item is not in its original condition, is damaged, or is missing parts, a partial refund may be issued.

6. Exchanges

If you wish to exchange an item for a different plant, pot, or gardening accessory, we will be happy to assist you with an exchange based on availability. Please follow the same process outlined for returns. If the item you are exchanging is priced higher than the original item, you will be required to pay the difference.

7. Store Credit

If you prefer not to receive a refund, you can opt for store credit which can be used for future purchases. Store credit will be issued for the full value of the return, minus any applicable shipping fees.

8. Shipping Charges

  • Original Shipping Fees: Shipping charges are non-refundable unless the return is due to our error (e.g., sending the wrong item, damaged products, etc.).
  • Return Shipping Fees: Customers are responsible for return shipping costs unless the return is a result of a defect or our mistake.

9. Special Orders

Items purchased as special orders or custom plants are not eligible for return or refund unless defective or damaged.

10. Contact Information

If you have any questions or concerns regarding our Refund and Return Policy or need assistance with a return, please contact us:

Epichato – The Plant Store
Street: 646 73rd Hwy Wright, Minnesota
Phone number: (218) 644-3623
Email: info@epichato.com
Website: epichato.com

Thank you for shopping with Epichato! We strive to provide the best products and service to enhance your plant experience. Your satisfaction is our priority, and we are here to support you every step of the way.