Refund policy
PLANT RETURN AND REFUND POLICY
At Hedge & Hollow Garden, every plant is hand-selected and carefully packed before it leaves us. Plants are living things, though, and shipping is hard on them. This policy explains what we guarantee, how to reach us if something arrives wrong, and what we are and aren't able to cover.
In this policy, "we", "us" and "our" refer to Hedge & Hollow LLC, doing business as Hedge & Hollow Garden.
OUR LIVE PLANT GUARANTEE
We guarantee that your plants will arrive alive and in good condition.
If a plant arrives severely damaged, broken or dead, contact us within 48 hours of delivery and we will make it right.
Once we have received your email and photos, we will review your claim and let you know how we will resolve it. Depending on the plant and what we have available, that may be a replacement, store credit or a refund.
The 48-hour window matters. Plants decline quickly once they are out of our care, and we need to see them close to their delivery condition in order to help. Claims submitted after 48 hours may not be eligible.
HOW TO FILE A CLAIM
Email us at hedgeandhollowgarden@proton.me within 48 hours of delivery and include:
- Your full name
- Your order number
- The tracking number
- The name of the plant or plants affected
- A clear photo showing the problem
Photos are the most important part. A well-lit photo of the whole plant, plus a closer shot of the damage, lets us resolve your claim quickly.
In most cases you will not need to send the plant back. If a return is needed, we will tell you and provide instructions. Please hold on to the plant and the original packaging until your claim is resolved.
BOXWOOD IS FINAL SALE
Boxwood cannot be returned or exchanged for any reason.
Boxwood blight is a highly contagious disease that spreads through plant material, and a single returned plant can put an entire growing operation at risk. For that reason boxwood is final sale across the industry, and we are unable to make exceptions.
Our live plant guarantee still applies. If a boxwood arrives damaged or dead, contact us within 48 hours with photos as described above and we will review and resolve it the same way as any other plant. We will simply never ask you to ship it back.
If you have questions about a boxwood variety before ordering, please ask. We are always happy to help you choose the right one.
WHAT THE GUARANTEE DOES NOT COVER
Our guarantee covers the condition your plant arrives in. It does not cover what happens after that, or the normal realities of shipping living plants. Specifically, we are not able to cover:
- Normal shipping stress, including drooping, wilting, minor leaf loss, bent stems or slight discoloration. Most plants recover within a week or two of planting and a good watering.
- Normal seasonal dormancy or dieback. Plants shipped in fall and winter may arrive bare, leafless or cut back. This is healthy and expected.
- Plants that differ in size, shape, color or bloom time from the photographs on our website. Photos often show mature plants at peak season.
- Damage from planting conditions, watering, fertilizing, pruning or general care after delivery.
- Damage from pests, disease, animals, deer or weather after delivery.
- Plants left in the shipping box or outdoors for an extended period after delivery. Please open your box the day it arrives.
- Plants planted outside their recommended hardiness zone. Each product page lists the zone range, and our growing zone finder can help you check yours.
- Delivery delays or failed deliveries caused by an incorrect or incomplete shipping address.
- Change of mind after delivery.
PLANT RETURNS
Because plants are living products that cannot be restocked once they have left our care, we are not able to accept plant returns for change of mind.
Returns are accepted only with prior written approval from us. Plants sent back without approval cannot be accepted or refunded.
Boxwood cannot be returned under any circumstances, as described above.
STATE SHIPPING RESTRICTIONS
We are unable to ship live plants to Alaska, Arizona, California, Hawaii, Idaho, Montana, Nevada, Oregon, Utah or Washington. These restrictions come from USDA agricultural regulations and are not something we can waive.
Individual plants may also be subject to additional state or agricultural restrictions. If we are unable to legally ship a plant to your address, we will cancel that portion of your order and refund you in full. Please see our Shipping Policy for full details.
MERCHANDISE AND NON-PLANT ITEMS
Merchandise such as apparel, bags and decals may be returned within 30 days of delivery, provided the item is unused, in original condition and in its original packaging.
Gift cards are non-returnable and non-refundable.
RETURN SHIPPING
If we approve a return, you are responsible for return shipping costs, unless the item arrived damaged or we made an error with your order. In those cases we will cover return shipping.
CANCELLATIONS AND CHANGES
Orders are typically processed and shipped within 2 to 4 business days.
You may cancel or change your order by emailing us at hedgeandhollowgarden@proton.me before it ships. Once an order has shipped we are no longer able to cancel or change it.
Occasionally a shipment may be delayed by severe weather. You are welcome to cancel at any point before your order leaves us.
REFUNDS AND STORE CREDIT
Approved refunds are issued to your original payment method within 5 to 10 business days of approval. Depending on your bank or card issuer, it may take a few additional days to appear on your statement.
Store credit is issued as a code you can use on a future order.
Original shipping charges are not refunded unless the error was ours.
QUESTIONS
We would much rather help you succeed with a plant than process a refund. If something doesn't look right, or you're unsure whether what you're seeing is normal, send us a photo and we will take a look.
Email: hedgeandhollowgarden@proton.me
Website: hedgeandhollowgarden.com
This policy should be read together with our Terms of Service (https://hedgeandhollowgarden.com/policies/terms-of-service) and our Shipping Policy (https://hedgeandhollowgarden.com/policies/shipping-policy).