At Wilson Bros Garden, we cultivate beauty and trust. We stand behind the quality of every plant we ship, from our vibrant Colorful Bark Japanese Maples to our resilient Erosion Control Groundcovers. However, we understand that sometimes a plant may not thrive as expected. Our Returns & Exchanges policy is designed with the same care and purpose as our plant collections—to provide a solution and ensure your gardening success.

Our Commitment: Healthy Plants, Guaranteed

We guarantee that all plants will arrive in healthy, living condition. If your plant arrives damaged, diseased, or fails to establish itself within the specified period, we are here to help. Please review the following guidelines to initiate a return or exchange.

Important Timeline: All return or exchange requests must be initiated within 15 days of receiving your shipment. This allows us to address any issues promptly while the plants are still in a recoverable state.

The Returns & Exchanges Process

Follow these steps to ensure a smooth resolution:

  1. Inspect Upon Arrival: Carefully inspect your plants (e.g., Berry Plants, Clematis Vines, Fig Trees) as soon as they are delivered. Check for any visible shipping damage or health concerns.
  2. Contact Us Promptly: If you identify an issue, please contact our support team at [email protected] within 15 days of delivery. Provide your order number and a clear description (and photos, if possible) of the problem.
  3. Receive Instructions: Our team will review your request and email you specific return authorization and instructions. Please do not ship plants back without this authorization.
  4. Pack and Ship: Securely pack the plant(s) in their original packaging or equivalent. Include a copy of your return authorization email. Ship to the address provided in your instructions.
  5. Resolution: Once we receive and inspect the returned plant, we will process your chosen resolution:
    • Exchange: We will ship a healthy replacement of the same plant (subject to availability).
    • Refund: We will refund the purchase price of the plant to your original payment method. Shipping fees are non-refundable unless the error was on our part.

Return/Exchange Request Email Template

To expedite your request, please use the template below when emailing us. Copy, paste, and fill in the details.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Wilson Bros Garden Support Team, I am writing to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Date of Delivery: [Date you received the package] Plant Name(s) & Quantity: [e.g., 1 x ‘Bloodgood’ Japanese Maple, 2 x 3-6 Inch Height Groundcovers] Reason for Return/Exchange (please check one): [ ] Plant arrived damaged (e.g., broken stems, crushed foliage). [ ] Plant appears diseased or unhealthy upon arrival. [ ] Plant did not establish/survive within the guarantee period. [ ] Incorrect plant was shipped. Preferred Resolution: [ ] Exchange for the same plant. [ ] Store credit. [ ] Refund to original payment method. I have attached photographs clearly showing the issue to this email for your review. My shipping address is the same as on the original order: [Your Name] [Your Address] Please provide return authorization and instructions at your earliest convenience. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Refund Timeline & Method

Once your return is approved and processed:

  • Timeline: Refunds are typically issued within 5-10 business days after we receive and inspect the returned plant.
  • Method: The refund will be credited back to your original payment method (e.g., Visa, MasterCard, JCB, PayPal). The time it takes for the refund to appear in your account may vary depending on your bank or payment processor.

Note: Original shipping charges are non-refundable. If you received free shipping via EMS on an order over $50, the refunded amount will be for the plant cost only.

Non-Returnable Items & Situations

To ensure the health and viability of all our living products, the following are generally not eligible for return or exchange:

  • Plants Beyond the 15-Day Guarantee Period: We cannot accept returns for plants reported after 15 days from delivery, as establishment success becomes difficult to assess.
  • Customer Planting or Care Issues: Plants that fail due to improper planting, unsuitable local climate conditions, pest damage after delivery, or inadequate care (watering, sunlight, etc.) are not covered.
  • Final Sale or Clearance Items: Any items marked as “Final Sale” at the time of purchase.

Our goal is not to deny claims but to work with you to diagnose problems. We encourage you to email us with any concerns—our team includes experienced gardeners who may offer helpful advice to revive a struggling plant.

Need Help?

Our support team is as dedicated to your satisfaction as we are to providing top-quality Flowering Vines and Drought Tolerant Groundcovers. Please don’t hesitate to reach out.

Email: [email protected]
Postal Address for Returns (By Authorization Only):
Wilson Bros Garden
Attn: Returns Department
1472 Dola Mine Road
Durham, US 27704

Please allow 1-2 business days for a response.

Last Updated: October 26, 2023
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