Refund policy

Sweetlife Flora Inc. Refund and Return Policy

Last updated: 31/08/2026

At Sweetlife Flora Inc., we care deeply about the quality of our plants, products, services, and customer experience. We also sell living things, seasonal products, custom services, and curated environments, which means our return and refund practices need to be clear, fair, and realistic.

This policy explains how we handle concerns with live plants, non-living products, digital products, consultations, workshops, services, and custom projects.

By placing an order, booking a service, or purchasing from Sweetlife Flora, you agree to this Refund and Return Policy.

1. Our General Approach

We want you to be happy with your Sweetlife Flora purchase. If something goes wrong, please contact us promptly and we will do our best to help.

That said, not every concern will qualify for a refund, replacement, or exchange. Plants are living organisms, and their condition can change after they leave our care due to shipping conditions, home environment, watering, light, temperature, humidity, pests, handling, and customer care.

We review concerns on a case-by-case basis and may offer, at our discretion:

  • care advice;
  • replacement;
  • store credit;
  • partial refund;
  • refund;
  • repair or correction, where applicable;
  • another reasonable solution.

2. Live Plants

Arrival Guarantee

Sweetlife Flora guarantees that live plants will arrive alive.

If your plant arrives with serious damage, or if there is no reasonable chance of recovery, you must contact us within 24 hours of delivery.

Please include:

  • your order number;
  • clear photos of the plant;
  • clear photos of the roots, where possible;
  • clear photos of the packaging;
  • clear photos of any visible damage;
  • a short description of the issue.

Claims submitted after 24 hours may not qualify for a refund, replacement, or store credit because plant condition can change quickly once a plant is unpacked, watered, repotted, exposed to a new environment, or otherwise handled.

What is considered normal after shipping

Some shipping and acclimation stress is normal and does not automatically qualify for a refund.

This may include:

  • minor leaf yellowing;
  • minor leaf loss;
  • limp foliage;
  • bent leaves;
  • cosmetic leaf damage;
  • small tears or blemishes;
  • temporary drooping;
  • soil or substrate displacement;
  • normal adjustment stress after unpacking.

Many tropical plants need time to recover from shipping or transport. Your plant may need stable warmth, appropriate light, humidity support, careful watering, and a quarantine/acclimation period.

What may qualify for review

A plant concern may qualify for review if the plant arrives:

  • dead;
  • severely damaged;
  • rotten or collapsed;
  • with major root failure on arrival;
  • with damage that gives the plant no reasonable chance of recovery;
  • significantly different from what was ordered;
  • missing from the order.

What is not covered

We do not normally provide refunds, replacements, or store credit for:

  • minor cosmetic damage;
  • normal shipping or acclimation stress;
  • customer overwatering or underwatering;
  • repotting stress after delivery;
  • damage caused by incorrect light, humidity, temperature, or placement;
  • damage caused by cold, heat, or drafts after delivery;
  • damage caused by missed delivery, delayed pickup, or the plant being left outside;
  • damage caused by an incorrect shipping address;
  • plants left unopened after delivery;
  • plants altered, divided, chopped, propagated, treated, or repotted before contacting us;
  • concerns reported after the 24-hour claim window;
  • a change of mind after purchase.

Plant Appearance

Plant photos are representative unless specifically stated otherwise. The plant you receive may not look exactly like the image on the website.

Plants may vary in:

  • size;
  • leaf count;
  • leaf shape;
  • colour intensity;
  • variegation;
  • growth direction;
  • fullness;
  • maturity;
  • cosmetic markings.

These natural variations are not defects.

3. Shipping, delivery, and weather-related issues

We pack plants carefully and ship with plant health as a priority. Sweetlife Flora currently explains that plants are packed to reduce damage, may be shipped bare root or in minimal soilless mix, and may require different wrapping methods depending on the plant type. 

We are not responsible for damage caused by:

  • incorrect shipping information;
  • missed deliveries;
  • delays caused by the carrier;
  • packages left outside after delivery;
  • failure to retrieve the package promptly;
  • extreme heat or cold after delivery;
  • courier handling outside our control;
  • customer-requested shipping decisions against our advice.

If there is an unreasonable shipping delay or the package appears damaged in transit, please contact us immediately so we can review the issue and, where appropriate, work with the shipping provider.

4. Local Delivery

For local delivery, please make sure your delivery details and availability are accurate.

We are not responsible for plant damage caused by:

  • no one being available to receive the order;
  • inaccurate delivery instructions;
  • unsafe drop-off conditions;
  • plants left outside after delivery;
  • weather exposure after delivery;
  • pets, children, or other household conditions after delivery.

If there is an issue with a locally delivered plant, please contact us within 24 hours of delivery with photos and a description of the concern.

5. Non-living physical products

Non-living products may include items such as plant care products, substrate components, decorative pots, books, accessories, tools, merchandise, and similar items.

We accept return requests for eligible non-living products within 14 days of delivery if the item is:

  • unused;
  • unopened, where applicable;
  • in original condition;
  • in original packaging;
  • accompanied by proof of purchase.

Return shipping costs are the customer’s responsibility unless the item arrived damaged, defective, or incorrect.

Non-returnable non-living products

The following items are final sale unless they arrive damaged, defective, or incorrect:

  • opened plant care products;
  • opened substrate components;
  • opened moss, bark, perlite, vermiculite, hydroponic substrates, or similar materials;
  • used pots, tools, or accessories;
  • sale or clearance items marked final sale;
  • gift cards;
  • custom or special-order items;
  • items damaged after delivery;
  • items without proof of purchase.

6. Damaged, defective, or incorrect non-living items

If a non-living item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • your order number;
  • photos of the item;
  • photos of the packaging;
  • a description of the issue.

If approved, we may offer a replacement, store credit, refund, or another reasonable solution.

7. Digital products and downloadable resources

Digital products may include care cards, guides, PDFs, checklists, workshop handouts, templates, digital downloads, or Houseplant Academy resources.

Digital products are generally final sale once purchased, accessed, downloaded, or delivered.

If you experience a technical issue accessing a digital product, please contact us and we will help resolve the issue.

Refunds may be considered if:

  • the wrong file was provided;
  • the file cannot be accessed due to a technical issue we cannot resolve;
  • the product was materially different from its description.

Digital resources may not be copied, resold, redistributed, uploaded, or shared publicly without written permission.

8. Consultations

Consultations may include virtual plant consultations, plant rescue support, care advice sessions, service consultations, or related advisory appointments.

Consultation fees are generally non-refundable once the consultation has taken place.

Rescheduling and Cancellations

You may reschedule a consultation with at least 24 hours’ notice.

If you cancel with at least 24 hours’ notice, we may offer a refund, store credit, or rescheduling option.

Missed appointments, late arrivals, or cancellations with less than 24 hours’ notice may be non-refundable.

Consultation advice is based on the information and photos provided at the time. Plant outcomes are not guaranteed because recovery depends on plant condition, environment, timing, and customer follow-through.

9. Workshops and Events

Workshop and event tickets may be refundable or transferable depending on the timing of cancellation and whether materials have already been purchased or prepared.

Unless otherwise stated on the workshop listing:

  • cancellations made at least 7 days before the workshop may be eligible for refund or store credit;
  • cancellations made less than 7 days before the workshop may be eligible for store credit only;
  • cancellations made less than 48 hours before the workshop may be non-refundable;
  • no-shows are non-refundable.

If Sweetlife Flora cancels or reschedules a workshop, customers will be offered a refund, credit, or transfer to a new date.

10. Services and Curated Environments

Services may include Botanical Glow-ups, Living Wall consultations or installations, landscape design, therapeutic horticulture programming, plant styling, plant sourcing, curated plant environments, or other custom work.

Because these services may involve planning time, design work, sourcing, custom recommendations, travel, consultation, labour, third-party products, or reserved scheduling, refund terms may vary by project.

Service-specific terms may be provided in a quote, invoice, proposal, contract, or service agreement.

Deposits

Deposits may be required for custom services, sourcing, installations, workshops, design work, Living Walls, or curated environments.

Deposits may be non-refundable once work has begun, materials have been ordered, design time has been used, or the project schedule has been reserved.

Custom and sourced items

Custom-ordered, special-order, sourced, installed, or curated items are generally final sale unless they are defective, incorrect, or otherwise covered by a specific written agreement.

Living Walls and installations

Living Walls, installed environments, and custom plant installations may involve third-party systems, site conditions, maintenance requirements, building limitations, and ongoing care.

Refunds are not provided for plant decline or performance issues caused by:

  • failure to follow maintenance instructions;
  • lack of watering or improper watering;
  • unsuitable light;
  • unsuitable humidity or temperature;
  • HVAC or airflow issues;
  • building/site conditions outside Sweetlife Flora’s control;
  • pests introduced after installation;
  • client changes to the installation;
  • lack of required maintenance;
  • third-party interference;
  • unauthorized relocation, pruning, replacement, or adjustment.

Warranty, replacement, maintenance, and service terms for Living Walls or curated environments should be set out in the applicable project agreement.

11. Sale Items, Clearance Items, and Mystery Products

Sale, clearance, discounted, mystery, rescue, imperfect, or final-sale items may not be eligible for return, refund, or exchange unless they arrive dead, damaged beyond reasonable recovery, defective, or incorrect.

This includes items such as:

  • clearance plants;
  • rescue plants;
  • imperfect plants;
  • mystery boxes;
  • F*ck It! Buckets;
  • discounted bundles;
  • final-sale merchandise.

Product listings will identify special conditions where possible.

12. Exchanges

Exchanges may be available for eligible non-living products if the item is unused, unopened, in original condition, and returned within the approved return window.

Live plants are generally not eligible for exchange due to plant health, biosecurity, pest risk, and the stress of repeated transport.

13. Biosecurity, pests, and returned plants

For plant health and pest prevention reasons, we generally do not accept returned live plants once they have entered a customer’s home, office, or other environment.

This protects Sweetlife Flora, our customers, and our plant inventory from pest transfer, disease, fungal issues, and unknown environmental exposure.

If there is a serious concern with a live plant, please contact us within the 24-hour arrival window and wait for direction before taking action.

14. How to submit a concern

To submit a concern, contact us at:

Email: info@sweetlifeflora.ca
Damage/Concern Form: [Insert form link, if using]
Order number
Deadline: Within 24 hours for live plants; within 48 hours for damaged, defective, or incorrect non-living items.

Please include clear photos and a short description of the issue.

We may ask for additional photos, video, packaging details, delivery confirmation, or care information before making a decision.

15. Refund method and processing time

Approved refunds will generally be returned to the original payment method.

Refunds may take several business days to appear, depending on your payment provider or financial institution.

Shipping fees are generally non-refundable unless the issue was caused by Sweetlife Flora or otherwise required by law.

16. Chargebacks

Please contact us first if there is a problem with your order. We are happy to review reasonable concerns and work toward a fair solution.

Filing a chargeback without first contacting us may delay resolution, especially if we need photos, delivery information, or product details to assess the issue.

17. Policy limits and legal rights

This policy applies to change-of-mind returns and Sweetlife Flora’s voluntary return, refund, and replacement practices.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

18. Questions

Questions about this policy can be sent to:

Sweetlife Flora Inc.
Email: info@sweetlifeflora.ca 
Website: https://sweetlifeflora.ca