What is your refund policy for online orders?

At Monrovia, we've spent nearly 100 years perfecting the art of growing premium plants. We take pride in every plant that leaves our Oregon nursery and want you to be completely satisfied with your purchase.

3-Day Inspection Window

We require immediate inspection of your plants upon delivery. You have 3 days from delivery to report any quality issues, damage, or concerns. This inspection period ensures issues are identified before planting, when environmental factors or care practices could affect plant health.

Critical: Inspect Immediately Upon Delivery

When your plants arrive:

1. Open the box immediately
2. Remove the plant from packaging
3. Remove the plastic bag from the container
4. Water the plant thoroughly
5. Inspect carefully for any quality issues, damage, or signs of disease
6. Photograph any concerns while the plant remains in its original Monrovia container

Important: Claims can only be accepted for plants photographed in their original Monrovia containers. Once a plant is removed from its container or transplanted, we cannot verify the condition at delivery.

How to Report an Issue

Contact our customer service team within 7 days of delivery with:

• Your order number
• Clear photos of the plant in its original Monrovia container (overall plant condition, close-ups of any damage or concerns, plant tag visible)
• Brief description of the problem
• Confirmation that the plant has not been removed from its container or transplanted

Email: shopmonrovia@monrovia.com
Subject line: "Plant Issue - Order #[your order number]"

Please visit https://www.monrovia.com/refund-policy for further details.

 

RESOLUTION PROCESS

Our Priority: Replacement

We'll first offer to send a replacement plant of the same variety at no additional cost. This is our preferred solution because we want you to have the beautiful garden you envisioned.

When Replacement Isn't Available

If we cannot provide a suitable replacement (due to seasonal availability or the plant being discontinued), we'll issue a refund for the affected plant's purchase price. Refunds are processed within 5 business days of our determination and will be credited to your original payment method within 7-10 business days depending on your financial institution.

Review Timeline

Our team will review your claim within 2 business days of receiving your photos and information. We'll contact you with next steps.

What's Covered

• Plants damaged during shipping
• Plants showing signs of disease or pest infestation at time of delivery
• Plants that don't match the variety or size described at purchase
• Quality issues present within 30 days of delivery

What's Not Covered

This policy does not cover:

• Issues reported more than 3 days after delivery
• Plants that have been removed from their original Monrovia container
• Plants that have been transplanted or planted in the ground
• Plants installed in incorrect hardiness zones (outside their recommended USDA zones)
• Damage from improper care after delivery, including inadequate watering, over-watering, or exposure to extreme weather
• Pests, disease, or environmental stress introduced after delivery
• Failure to inspect plants immediately upon delivery
• Failure to remove packaging or water plants upon arrival
• Seasonal dormancy or leaf drop (normal for many plants)
• Natural variations in plant size, shape, or bloom color

Important Terms

No Returns Required: For plant health and biosecurity reasons, we do not accept returns of living plants. Keep, compost, or share affected plants—you don't need to ship anything back to us.

Container Requirement: All claims must include photos of the plant in its original Monrovia container. Claims for plants removed from containers or transplanted will not be accepted.

Proof of Purchase: This policy applies only to purchases made directly from Monrovia.com with valid proof of purchase.

One Claim Per Plant: Each plant is eligible for one replacement or refund under this policy.

Limited Liability: Monrovia's total liability for any claim under this policy is limited to the original purchase price of the affected plant. We are not responsible for consequential, incidental, or indirect damages including but not limited to landscape design costs, installation labor, soil amendments, or other plants in your garden.

No Warranty Implied: This policy does not constitute a warranty of plant survival or growth. Living plants are affected by many factors beyond our control including soil conditions, climate, care practices, and environmental stress. We make no representations or warranties, express or implied, regarding merchantability, fitness for a particular purpose, or guaranteed outcomes.

Shipping Costs: Original shipping charges are non-refundable. Replacement plants ship at no charge to you.

Non-Transferable: This policy is non-transferable and applies only to the original purchaser with valid order documentation.

Final Determination: Monrovia reserves the right to make final determinations on all claims based on photographic evidence and our horticultural expertise. Our decisions are final.

Questions?

Our customer service team is here to help. Contact us at shopmonrovia@monrovia.com