Refund & Return Policy

Verde Haven

Last Updated: October 14, 2026

At Verde Haven, we take pride in providing healthy, carefully selected plants and quality supplies for terrariums, vivariums, paludariums, bioactive enclosures, and plant enthusiasts. We carefully inspect and package our products before shipment to help ensure they arrive in excellent condition.

We understand that occasionally things don't go as planned. Please review our refund and return policy before placing your order.

Live Plants

Because live plants are perishable and sensitive to environmental conditions, all live plant sales are final, except for qualifying claims involving damage during shipping, incorrect items, or plants that arrive in unacceptable condition.

We do not accept returns or exchanges of live plants due to:

• Change of mind or accidental purchases

• Natural variations in plant size, color, shape, or growth patterns

• Minor cosmetic imperfections that do not affect plant health

• Normal shipping stress, including temporary wilting or minor leaf loss

• Improper care, watering, lighting, humidity, or temperature after delivery

• Failure to retrieve packages promptly after delivery

These exclusions do not affect any rights customers may have under applicable law.

Live Arrival Guarantee

We want your plants to arrive healthy and ready to thrive.

If your plants arrive severely damaged, dead, or in otherwise unacceptable condition, please contact us at shopverdehaven@gmail.com within 2 hours of confirmed delivery.

Please include:

• Your order number

• Clear photographs of the affected plant(s)

• Photographs of the packaging and shipping box

• A brief description of the issue

Whenever possible, photograph damaged plants and packaging before unpacking or disturbing the contents.

Please retain the plant and packaging until your claim has been reviewed.

Eligible claims may be resolved through a replacement, store credit, or refund, depending on the circumstances, product availability, and applicable law.

Minor shipping stress or cosmetic damage does not automatically qualify for a refund.

Claims submitted after the 2-hour reporting period may not qualify under our voluntary Live Arrival Guarantee. This reporting period does not limit any rights provided by applicable law.

Springtails and Other Live Organisms

Live springtails and other beneficial organisms are sensitive to temperature, shipping conditions, and handling.

If your order arrives with a significant loss of live organisms, please contact us at shopverdehaven@gmail.com within 2 hours of confirmed delivery and provide your order number and photographs or video documenting the issue.

Please note that springtails may be difficult to see immediately upon arrival and may be concentrated within the culture medium.

Qualifying claims will be evaluated individually and may be resolved through replacement, store credit, or refund, as appropriate and subject to applicable law.

Live organisms are not eligible for return due to their perishable nature, except where required by law.

Substrates, Soil Mixes, and Other Supplies

Unused, unopened, nonperishable supplies may be eligible for return within 14 days of delivery.

To qualify for a discretionary return:

• The product must be unused and in its original packaging.

• The product must be in resalable condition.

• Proof of purchase must be provided.

• Return authorization must be obtained before shipping the item back.

Customers are responsible for return shipping costs unless the item was incorrect, defective, or damaged upon arrival.

Original shipping charges are nonrefundable for discretionary returns.

Opened substrates, custom soil mixes, and products that have been used or exposed to an enclosure environment cannot be returned unless defective or otherwise required by law.

Damaged, Defective, or Incorrect Items

If you receive an incorrect, defective, or damaged product, please contact us as soon as possible.

For live plants and organisms, please follow the 2-hour reporting procedure outlined above.

For nonperishable products, please report visible shipping damage or incorrect items within 48 hours of delivery whenever possible.

Include your order number, photographs, and a description of the problem.

If an item was shipped incorrectly, is defective, or arrived damaged, we will work with you to provide an appropriate resolution at no additional cost to you.

Reporting deadlines under our voluntary guarantees do not limit applicable statutory rights.

Shipping Conditions and Delivery Responsibility

Live plants and organisms are shipped in accordance with our separate Shipping Policy, which explains our shipping schedules, weather-related holds, temperature protection procedures, and delivery expectations.

Customers are responsible for providing an accurate shipping address and arranging for prompt retrieval of delivered packages.

Claims involving carrier delays, misdelivery, extreme weather, or packages left unattended will be evaluated individually based on the circumstances.

Refunds or replacements are not guaranteed for losses outside our control, except where required by law.

Please review our Shipping Policy for complete information about shipping procedures and weather-related precautions.

Order Cancellations

Orders may be canceled before they have been packed or shipped.

Once an order has been packed for shipment or transferred to the shipping carrier, cancellation may no longer be possible.

Please contact us as soon as possible if you need to change or cancel your order.

If we are unable to fulfill an order, we will contact you to discuss available options, including a refund when appropriate.

Refund Processing

If a refund is approved, it will be issued to the original payment method whenever possible.

Please allow up to 10 business days after refund processing for the funds to appear in your account, depending on your financial institution.

Shipping fees are generally nonrefundable for discretionary returns unless the refund is due to an error on our part or applicable law requires otherwise.

In-Person Purchases and Expos

Live plants and organisms purchased at our retail location, pop-up events, or reptile expos are final sale unless defective or otherwise required by law.

Customers are encouraged to inspect plants and live organisms before purchasing.

Unused, nonperishable supplies may be considered for return with proof of purchase within 14 days, subject to the conditions outlined above.

Contact Us

If you have questions about your order or need assistance with a return or refund, please contact:

Verde Haven

Email: shopverdehaven@gmail.com

Website: shopverdehaven.com

We appreciate your support of our small business and are committed to providing healthy plants, quality products, and thoughtful customer service.

Nothing in this policy limits any rights or remedies available to customers under applicable consumer protection laws.