Refunds & Returns Policy

Last Updated: August 15, 2026

At Phuong Nam Plants, your satisfaction is our top priority. We understand that sometimes an order may not meet your expectations, and we want to make the return process as smooth as possible. Please read through our policy below to understand your options.

1. Eligibility for Returns

We accept returns under the following circumstances:

The plant arrived damaged or dead (e.g., broken pot, crushed foliage, dried-out roots)
You received the wrong product (e.g., wrong plant species, wrong size, wrong color pot)
The product has a manufacturing defect not caused by the customer (e.g., cracked planter, defective hanging basket hardware)
The plant was significantly different from the product description or photos on our website

If you simply changed your mind or no longer need the item, you may still return it provided the product meets the condition requirements outlined below.

2. Return Conditions

To be eligible for a return, your item must meet the following conditions:

The plant must be in unused, original condition — not repotted, trimmed, or altered
Plants must be in their original packaging or container
Planters, pots, and hanging baskets must be unused, undamaged, and in original packaging with all tags and labels attached
A proof of purchase (order number, confirmation email, or receipt) must be provided

3. Non-Returnable Items

The following items cannot be returned or exchanged:

Plants that have been repotted, planted in ground, or otherwise altered from their original condition
Plants showing signs of improper care (e.g., overwatering, underwatering, sunburn, frost damage)
Products missing original packaging, tags, or accessories
Gift cards
Products purchased during a final sale or clearance event (clearly marked at time of purchase)
Custom or special-order items

4. Return Window

You must initiate your return within 30 calendar days from the date you received your order. Returns requested after 30 days will not be accepted. The return shipment must be postmarked within this 30-day window.

5. How to Start a Return

Contact Us: Email us at info@phuongnamplants.com or call +1 (408) 275-6524 with your order number, reason for the return, and photos of the item (if applicable).
Return Authorization: Our team will review your request and provide you with a return authorization and detailed return instructions within 1–2 business days.
Ship the Item Back: Carefully package the item in its original packaging and ship it to the address provided in the return instructions. We recommend using a trackable shipping method to ensure your return arrives safely.

6. Return Shipping Address

Phuong Nam Plants
2114 Senter Rd Ste 9
San Jose, CA 95112, United States

7. Return Shipping Costs

Damaged, Defective, or Wrong Item: Phuong Nam Plants will cover the return shipping costs. We will provide a prepaid return shipping label or reimburse your shipping expenses.
Change of Mind: The customer is responsible for return shipping costs. We recommend using a trackable shipping service to ensure your return arrives safely.

8. Exchange Process

If you would like to exchange your item for a different plant or product:

Contact us at info@phuongnamplants.com with your order number and the item you would like to exchange.
Our team will confirm the availability of the replacement item.
Follow the return process above to send back the original item.
Once we receive and inspect the returned item, we will ship the replacement within 2 business days.

If the replacement item is of higher value, you will be charged the difference. If it is of lower value, the difference will be refunded to your original payment method.

9. Refund Process

Once we receive and inspect your returned item:

Inspection: We will inspect the item within 2 business days of receipt.
Approval: You will receive an email notification confirming your refund has been approved.
Refund Issued: The refund will be processed to your original payment method within 2 business days of approval.
Bank Processing: Please allow an additional 2 business days for the refund to appear on your bank or credit card statement. The exact timing may vary depending on your card issuer.

Refunds include the full purchase price of the item. Original shipping charges are non-refundable unless the return is due to our error.

10. Order Cancellation

Before Shipment: If you wish to cancel your order before it has been shipped, please contact us as soon as possible. Orders that have not yet been dispatched are eligible for full cancellation with a complete refund to your original payment method.
After Shipment: Once an order has been shipped, it cannot be canceled. Please follow the standard return process outlined above.