Refund Policy
14-day dead-on-arrival guarantee
We hand-pack every order and inspect it before it ships. But plants are living things and the carrier can be rough. If your plant arrives damaged, dying, or fails within 14 days under reasonable care, we will make it right.
Reasonable care means following the care card we include with every order — typical houseplant light and water requirements. We can't cover plants left in a freezer, submerged, or mailed to Mars.
How to ask for a refund or replacement
- Email team@chromebloom.com from the address you used at checkout.
- Subject line: Refund please (or anything — we'll figure it out).
- Include your order number and one photo showing the issue. Two is better.
We approve or follow up within 1 business day. Refunds are issued to the original payment method within 3 business days of approval. Stripe takes another 5–10 business days to push the money back to your card, depending on your bank.
Cancelling an unsent order
If your order has not yet shipped, email us within 24 hours of purchase and we will refund in full, minus any non-recoverable processor fees Stripe has already charged. Once an order has shipped, see the dead-on-arrival guarantee above.
Lost or delayed shipments
If the carrier loses your package, damages it, or delivers it very late, we will work with them and, where appropriate, refund or reship at our cost. Please send us the tracking number and any visible damage photos so we can open a claim. We do not refund delays caused by incorrect addresses you provided.
What is not refundable
- Plants outside the 14-day window. After 14 days we still want you to succeed — email us, we will help with care tips or a discounted replacement — but the no-questions-asked guarantee is over.
- Plants that died from neglect. If the plant was overwatered for a month, underwatered, frozen, or left outside in a winter storm, that's outside our guarantee.
- Color preferences. Plants are alive and seasonal. A specific specimen may not match the catalog photo exactly; substituted plants in the same color department are not a refund event. If you opted out of substitutions at checkout, we will not substitute.
- Bank transfer fees. If your bank charges you a fee for receiving the refund (rare in the US, more common internationally), we cannot cover that.
Chargebacks
If something is wrong with your order, please email us first — we will almost always make it right faster than your bank's dispute process, and without the chargeback fee on our end. If you file a chargeback without contacting us, we will provide Stripe with the tracking, proof of delivery, and care-instruction records. The dispute usually resolves in our favor when the package was delivered.
This is not a threat — it is standard practice for any small business, and the reason we promise to make it right if you just ask.
Questions about a refund? Email team@chromebloom.com. We read every message.