At Terrarium Plant Hub, we craft each piece with precision and care, hoping it brings a slice of serene nature into your space. We understand that sometimes, a creation may not perfectly align with your vision. Our Returns & Exchanges policy is designed with the same thoughtfulness and integrity that guides our craftsmanship, ensuring a process that is clear, fair, and respectful of both your experience and the delicate nature of our art.

Our Policy Overview

We accept returns and exchanges for most items within 15 days of the date you receive your order. To be eligible, the item must be unused, in its original packaging, and in the same pristine condition as when it was delivered. Please initiate your return or exchange request within this period.

Please Note: Due to the delicate, living, or personalized nature of certain creations, some items are non-returnable and non-exchangeable. Please review the list below carefully before proceeding.

Non-Returnable Items

To preserve the integrity and vitality of our specialized products, the following items are final sale and cannot be returned or exchanged:

  • Live Plants & Moss: All items under the “Moss” and “Plant Terrariums” categories containing live, non-preserved flora. The health of living ecosystems cannot be guaranteed after transit and acclimation to a new environment.
  • Preserved Plants: Items listed as “Preserved Plants.” These are treated with preservation solutions and are considered perishable art.
  • Custom or Personalized Items: Any terrarium or item that has been customized or personalized at your request (e.g., specific plant arrangements beyond our standard kits).
  • Opened Kits: “Terrarium Building Kits” where the seal has been broken or components have been used.
  • Clearance or Final Sale Items: Any item marked as such at the time of purchase.

Step-by-Step Return & Exchange Process

  1. Initiate Your Request: Within 15 days of delivery, please contact our Care Team at [email protected]. Use the email template provided below to ensure we have all necessary information to assist you promptly.
  2. Receive Instructions: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions on where and how to send your package. Returns sent without an RMA number cannot be processed.
  3. Package Your Item: Securely repack the item in its original packaging, including all accessories and documentation. Include the RMA number clearly on the outside of the box.
  4. Ship Your Return: Send the package to the address provided in your instructions. You are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., wrong item shipped) or a defective item. We recommend using a trackable shipping service.
  5. Inspection & Processing: Once received at our Colorado Springs studio, our team will inspect the item. Upon approval, your refund or exchange will be processed.

Refund Timeline & Method

  • Timeline: Please allow 5-10 business days for us to receive and inspect your return. Once approved, your refund will be initiated, and a credit will be applied to your original method of payment within 7-10 business days.
  • Method: Refunds are issued to the original payment method used at checkout (Visa, MasterCard, JCB, or PayPal). Shipping costs are non-refundable for returns that are not our error.
  • Exchanges: For exchanges, we will process the shipment of your new item once the return is approved. If the new item is of higher value, we will invoice you for the difference. If it is of lower value, we will refund the difference.

Damaged or Incorrect Items

If your order arrives damaged or if you received an incorrect item, please contact us immediately at [email protected] with photos of the product and its packaging. We will arrange a prepaid return label and expedite a replacement or refund at no cost to you.

Return Request Email Template

To streamline your request, please copy, paste, and fill out the following template when emailing us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Terrarium Plant Hub Care Team, I would like to request a [Return / Exchange] for my recent order. Order Number: [Please Insert] Date of Delivery: [MM/DD/YYYY] Item(s) for Return/Exchange: [e.g., Basic Terrarium with Lid – Small] Reason for Return/Exchange: [Please provide details] I have read and understand the Returns & Exchanges policy, including the notes on non-returnable items. My preferred resolution is: [ ] Refund to original payment method. [ ] Exchange for: [Please specify desired product, if available]. Please provide the next steps and your return address. Thank you, [Your Full Name] [Your Phone Number associated with the order]
A Final Thought: Our commitment to you extends beyond the sale. We are here to help with any questions about caring for your terrarium or selecting the perfect piece. The resilience of a miniature ecosystem mirrors our dedication to your complete satisfaction.

For any questions regarding this policy, please contact us:
Email: [email protected]
Postal Address: Terrarium Plant Hub, 1623 Clover Drive, Colorado Springs, CO 80903 USA