Refund policy

Please note that returns will need to be brought directly to the garden centre at 9651 Grenville Street where they will be inspected by a supervisor or manager.

If your return is accepted, we will offer you an exchange of the same or equal value product, or in store credit.

You can always contact us for any return questions at richmondgreenhouse@potlotek.ca.

Annuals:

All annuals have a 2 week return policy - any annuals brought to the store after 2 weeks will not be accepted for returns. 

Returns on annuals will be considered on a case-by-case basis. Returns will not be processed if there clear sign of neglect, or damage caused by purchaser (including pets, kids, or husbands). 

Perennials:

Returns on perennials that show clear signs on neglect or damage will not be accepted. All perennials have a 30-day return window. Any perennials purchased on sale are non-refundable. 

Trees + Shrubs:

Trees and shrubs have a 3-month return window. You will be required to fill out a questionnaire prior to the return, and all trees/shrubs will need to be in their original container in order for a return to be accepted. After 3-months if the tree fails to thrive in a 12 month window, you will be offered 50% of its value of in-store credit. 

Failure to thrive doesn't include clear signs of neglect and damage by purchaser.

Garden Centre Items:

All garden centre items have a 30-day return window and must be returned in its original packaging, unopened with the barcode tag still intact. Any damaged products will not be considered for return.

All sale items are not eligible for returns.

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.

Deer, Rabbit and other Animals:

We will not offer any returns, refunds, or exchanges due to damages from any animals. If a deer, rabbit, or other animal got into your plants, we empathize with you and will do our best to guide and support you in avoiding these damages, but once our plants leave the store we are not liable for these damages.

Exceptions / non-returnable items 
Unfortunately, we do not accept returns on sale items or gift cards.

Exchanges
If you are not 100% satisfied with your product, our staff are happy to support you with an exchange.