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It is our mission to provide the very best in product and service. Here is information on policies related to returns and exchanges. Please note that this policy only applies for orders placed through this website, and custom orders are subject to different terms.
Living plants are perishable and will react to changing conditions. They will go through a period of adjustment as they settle from their journey to you and into their new homes. Through our quality selection process and plant doctor support, we guarantee that your plant will survive and thrive through this adjustment period. If your plant dies within the first 45 days of arrival, we’ll replace it for you. The requirements for replacement are the following:
Typical characteristics seen within 45 days that require a replacement:
Despite our best efforts to protect plants with careful packaging, they are placed in the temporary care of logistics services such as UPS to ensure a safe delivery. On occasion, packages are mishandled or exposed to extreme weather conditions. This can lead to broken ceramics or plants arriving in bad shape. If this happens to you, don't worry, we'll make it right. Contact us at email@example.com with your order number and images of what you received and we'll arrange a replacement.
Please note that only the component of your order that arrived damaged will be replaced (plant, pot, or stand)
Leon & George will cover delivery only for orders with addresses entered correctly at checkout. Orders with incorrect addresses may be re-routed for a fee if sufficient notice is provided. Orders that have been delivered to addresses entered incorrectly at checkout are not applicable for replacements, refunds, or re-shipments. If your tracking shows your order as delivered, but you have not received it, be sure to check your side doors, porches, garage areas, and nearby bushes. Sometimes parcels are tucked away for safety. Occasionally orders are left with neighbors, as well as with the concierge or nearby staff. If your order has not appeared after three days of the delivery date, please contact the courier directly. Parcels marked as successfully delivered by the courier to the shipping address entered at checkout are not applicable for refunds, replacements, or re-shipments. That being said, we are here to help! Contact firstname.lastname@example.org for assistance with any necessary claims process.
Due to the perishable nature of living plants and their susceptibility to variable conditions, returns and exchanges are not accepted.
Exceptions may be made on a case-by-case basis for large and extra large products delivered via our white-glove service in San Francisco or Los Angeles, and for store credit only. Products must be picked up within 7 days of delivery. All cases will be subject to a 15% restocking fee and the delivery fee paid at the time of purchase. Contact us at email@example.com with your order number and images of the plant’s condition to schedule a pickup.
Returns and exchanges of non-perishable items such as ceramics and accessories will be accepted if the return is initiated within 5 days of an item’s delivery. Simply contact firstname.lastname@example.org to let us know, then ship the item back using your preferred courier. The product must be secured and returned in its original packaging, and customers must provide tracking for the return by emailing email@example.com. Shipping fees from the original order are non-refundable and a 15% restocking fee will be deducted from the total refund. Please allow approximately 5-10 days for processing.
All of our plant and pot sets are made to order. A member of our team personally selects your plant before cleaning, trimming, and potting it in the ceramic planter you have chosen. Due to the customized and perishable nature of our products, cancellations with a full refund are only accepted within 48 hours of your order date and as long as your order has not already left our facility. Cancellations after this period will be accepted according to the following conditions:
Contact us with any questions at firstname.lastname@example.org and we’ll get back to you within 24-48 hours.
-The Team at Léon & George