Refund and Exchange Policy

Last updated: June 15, 2026

Conditions, exclusions, and return procedures.

Time Limit for Refunds or Exchanges

• Exchanges or refunds are available within 10 days of purchasing a plant or non-living product.
• Refunds will be issued using the original payment method whenever possible.
• No refund or exchange will be accepted after 10 days.
• Proof of purchase, an original invoice, or an order number may be required to process a request.

Products Excluded from Refunds or Exchanges

• Clearance items.
• Items marked as final sale.
• Pre-order products.
• Gift cards.
• Custom products, special orders, or products ordered upon request that are not normally stocked.
• Products that have been used, opened, modified, damaged, or are incomplete.

Conditions for Refunds or Exchanges

For Plants

• The plant must be in perfect condition, with no signs of neglect or improper care.
• The plant must remain in its original pot.
• The plant must not have been replanted, transplanted, excessively pruned, or otherwise altered.
• No refund or exchange will be accepted if the plant shows signs of underwatering, overwatering, frost damage, excessive heat, insufficient light, mechanical damage, or improper handling after purchase.

For Non-Living Products

• The product must be unused, complete, and in its original packaging when applicable.
• The product must be in resalable condition.
• Opened, used, dirty, damaged, or incomplete products may be refused.

Specific Exclusions

No refund or exchange will be accepted for:

• Plants priced ending in $0.44 or $0.75.
• Clearance products or products marked with a yellow tag.
• Items discounted by 30% or more.
• Items identified as final sale.
• Bulk products, including soil, compost, mulch, stone, sand, or any other product sold in bulk.

Pre-Orders

• Pre-order products cannot be cancelled and are considered final sale.
• Delivery is deferred according to the information shown on the product page or confirmation email.
• If your order contains both pre-order and in-stock items, we will wait until all items are available before shipping unless otherwise agreed.
• If you prefer to receive part of your order sooner, a separate shipment may be possible. Additional shipping charges will apply.

Shipping Fees and Return Costs

• Shipping charges are non-refundable, except in the event of our error or if a product arrives damaged and the claim is approved.
• Return shipping costs are the responsibility of the customer unless there was an order error, missing product, or damaged product.
• Additional charges related to split shipments, incorrect addresses, or redelivery attempts are non-refundable.

Procedure for a Return or Refund Request

Contact Us by Email

commandes@pepiniere.ca

Information Required

• Your order number.
• Your full name.
• The reason for your request.
• Clear photos of the product when necessary.
• Your invoice or proof of purchase, if requested.

Depending on the Type of Order

• Pickup order: the product must be returned directly to the store.
• Delivered order: the product must be returned in its original packaging when applicable.
• Carrier-shipped order: return instructions will be confirmed by email after the request has been reviewed.

Products Damaged During Delivery

Any damage must be reported within 48 hours of receiving the order by contacting us via email.

Inspection Upon Receipt

Customers are responsible for inspecting products immediately upon delivery, receipt, or pickup. Any discrepancy, damage, missing item, or order error should be reported promptly, ideally within 48 hours.

Living Products

Plants are living products. Their appearance, growth, flowering, foliage, and overall condition may vary depending on the season, stage of development, weather conditions, and availability.

No refund or exchange will be accepted if the deterioration of the product results from improper care, under- or overwatering, improper planting, unsuitable exposure, frost, excessive heat, diseases, insects, animals, adverse weather conditions, or any situation beyond our control after purchase, delivery, or pickup.

Returns with Invoice and Order Number

Returns are accepted within 10 days of purchase provided that the original invoice or order number is presented and the product complies with all conditions outlined in this policy.

Refusal of a Request

Pepiniere.ca reserves the right to refuse any refund, exchange, or return request if the conditions of this policy are not met, if the product cannot be resold, or if the request is deemed abusive, incomplete, or non-compliant.

Refund Method

When a refund is approved, it will be processed using the original payment method whenever possible. Processing times may vary depending on the financial institution, payment processor, or payment method used.

Questions

For any questions regarding a return, exchange, or refund request, please contact us at: commandes@pepiniere.ca