Return & Refund Policy

This Return & Refund Policy applies to purchases made through plantermuse.com (“Plantermuse”).

Plantermuse is owned and operated by Chengdu Xinyao Chengyu Network Technology Co., Ltd.

1. Purchases and Delivery

Customers may purchase products through plantermuse.com by selecting a product, providing accurate shipping and payment information, and completing checkout.

After payment is confirmed, the order will be processed and shipped to the delivery address provided at checkout. Customers are responsible for ensuring that their delivery information is complete and accurate. Tracking information will be provided when available.

If an order is delayed, lost, damaged, incorrect, or cannot be delivered, please contact service@plantermuse.com for assistance.

2. Return Window

Eligible products may be returned within 30 calendar days after delivery.

Return requests submitted after this 30-day period may not be accepted unless otherwise required by applicable law.

3. Return Eligibility

To qualify for a return, the product must be:

  • Unused, unplanted, and unmodified

  • In its original condition and packaging

  • Free from soil, water, stains, damage, and signs of use

  • Returned with all included parts, accessories, and instructions

  • Accompanied by valid proof of purchase

Returns that do not meet these requirements may be declined.

The following products are not eligible for return unless they arrive damaged, defective, incorrect, or applicable law requires otherwise:

  • Products that have been used, planted in, altered, or damaged after delivery

  • Personalized or custom-made products

  • Gift cards

  • Final-sale or clearance products clearly marked as non-returnable before purchase

  • Products damaged through misuse, improper installation, unsuitable placement, or failure to follow the provided care instructions

4. How to Request a Return

To request a return, email service@plantermuse.com and provide:

  • Your name and order number

  • The product you wish to return

  • The reason for the return

  • Clear photographs or videos where relevant, particularly for damaged, defective, or incorrect products

After reviewing your request, our customer service team will confirm whether the return is eligible and provide the appropriate return instructions.

Products returned without prior authorization may not be accepted.

5. Return Address

Please do not send returns to our registered business address or any address shown on the original package.

Once your return request is approved, our customer service team will provide the correct return warehouse address and detailed return instructions. The applicable return address may vary depending on the product and delivery location.

Plantermuse is not responsible for products sent to an unauthorized or incorrect address.

6. Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect, or materially different from its description, contact us as soon as possible and provide clear photographs or videos showing:

  • The product and the reported issue

  • The outer packaging

  • The protective packaging materials

  • The shipping label

After reviewing the information, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

When a return is required because of our error or a confirmed product issue, Plantermuse will cover the reasonable return shipping costs.

Please do not discard the product or packaging until your request has been reviewed.

7. Return Shipping Costs

Preference-Based Returns

For returns resulting from a change of mind, an incorrect size or style selection, or another reason not caused by Plantermuse, the customer is responsible for the return shipping costs.

We recommend using a trackable shipping service. Plantermuse is not responsible for customer-arranged return shipments that are lost or damaged in transit.

Damaged, Defective, or Incorrect Products

If a product is confirmed to be damaged, defective, incorrect, or materially different from its description when delivered, Plantermuse will provide an appropriate replacement, refund, or return solution without additional cost to the customer.

Original shipping charges are generally non-refundable for preference-based returns. They will be refunded when required by applicable law or when the return results from our error.

8. Refunds

Once an authorized return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 5–10 business days after the returned product has been received and inspected.

After the refund is issued, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.

If you have not received an approved refund after the applicable processing period, please contact your payment provider first and then email us for assistance.

9. Exchanges

Direct exchanges are subject to product availability and delivery location.

Please contact us before returning a product. If a direct exchange is unavailable, you may return the eligible product for a refund and place a new order.

10. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible.

We do not charge a cancellation fee. However, we cannot guarantee that an order can be changed or canceled after it has entered processing or shipment preparation.

If an order has already shipped, it may be returned after delivery in accordance with this Policy.

11. Fees

Plantermuse does not charge cancellation fees or restocking fees for eligible returns.

Customers remain responsible for return shipping costs on preference-based returns, as explained in Section 7.

12. Consumer Rights

Nothing in this Policy excludes or limits any mandatory consumer rights available under applicable law.

13. Contact Information

Brand Name: Plantermuse
Company Name: Chengdu Xinyao Chengyu Network Technology Co., Ltd.
Registered Address: Room 204, No. 3 Annex, No. 198 Jinxing North Road, Wuhou District, Chengdu, Sichuan Province, China.
Email: service@plantermuse.com
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.

We aim to respond to customer inquiries within 1–2 business days.