We have a 5-day return policy, which means you have 5 days after receiving your item to request a refund.
To be eligible for a return, your item must be in the same condition that you received it, undamaged, and in its original packaging. You’ll also need the receipt or proof of purchase.
Every plant is fragile and the shipping process is not always kind (or easy). Most of the time we get it right, but sometimes we don’t. When that happens, we fix it — be it a damaged plant or pot due to shipping carrier mishandling — with the ultimate objective of making our customers happy. If you’re not happy with your recent purchase, please email us at hola@hortulus.shop and we’ll get back to you as soon as possible. In the unlikely event a plant is received dead on arrival, it will always be replaced.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Non-returnable items:
- Gift cards
- Downloadable software products
Shipping returns
To return your product, you should mail your product to: 17 Avenida D 0-56 Zona 15, Colonia El Maestro, Ciudad de Guatemala, Guatemala.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at hola@hortulus.shop for questions related to refunds and returns.