Refund policy
Refund & Return Policy – Terra Mater Gardens
Effective: 2025
At Terra Mater Gardens, we stand behind the quality of our products and are committed to delivering a safe, transparent, and natural experience for our customers. Because we specialize in live and perishable goods, different categories have specific return windows and conditions. Please also see our [Shipping Policy] for details on shipping speed requirements for live orders and international/customs terms, which affect refund eligibility.
🌱 Seeds
- Returns are accepted within 14 days of delivery.
- Seeds must be unopened, unused, and in their original packaging.
- Refunds will not be issued for opened, sown, or damaged seed packets.
- After 14 days, all seed sales are final.
Germination
- We guarantee that seeds are shipped true-to-type and viable at time of shipment.
- Some varieties are naturally low-germinating or notoriously difficult to germinate, even under ideal conditions — including but not limited to tobacco, poppy (Papaver spp.), foxglove (Digitalis), and milkweed (Asclepias), as well as any variety noted as such on its product listing. We cannot guarantee a refund or replacement for these specific varieties failing to germinate.
- All other seed varieties not marked as naturally low-germinating are covered by our standard germination expectations, provided proper germination conditions were followed (light, temperature, moisture, and stratification requirements specific to that variety).
- Germination outcomes depend heavily on the grower's conditions once seeds leave our hands, so please research the specific requirements of your variety before sowing.
🌿 Live Plants
- Customers must contact us within 48 hours of delivery if there is an issue.
- Photo and/or video evidence of damage must be provided, showing box condition, packaging, and plant.
- Refunds or replacements are issued only in cases of verified shipping damage or DOA (dead on arrival).
- DOA claims will not be guaranteed a refund or replacement if Priority or Expedited shipping was not selected at checkout. See our Shipping Policy for details — choosing standard shipping for a live plant order is done at the customer's own risk.
- No returns are accepted for live plants.
🐌 Aquatic & Terrarium Animals
- Any issues must be reported within 48 hours of delivery.
- Clear photo/video proof must be submitted showing condition and any packaging concerns.
- Animals are non-returnable. Refunds or replacements are considered only for verified DOA or transit-related issues.
- DOA claims will not be guaranteed a refund or replacement if Priority or Expedited shipping was not selected at checkout. See our Shipping Policy for details.
- Please note: Due to our natural, low-intervention growing practices, animals and plants may carry harmless microfauna, such as copepods or other microscopic organisms. This is not considered a defect.
🧴 Packaged Products (e.g., Fertilizers, Tools, Accessories)
- Returns are accepted within 14 days of delivery.
- Items must be unused, unopened, and in original, sellable condition.
- Opened or used items are not eligible for refund.
- Customer is responsible for return shipping costs.
🌍 International Orders
- We do not currently provide phytosanitary certificates. It is the customer's responsibility to confirm their country's import requirements before ordering.
- We do not issue refunds for orders held, seized, culled, or destroyed by customs in the destination country, regardless of the reason. See our Shipping Policy for full details.
🔁 Return & Refund Process
- Contact us at terramatergardens@gmail.com with your order number and reason for return.
- For plants/animals, attach visual evidence as described above.
- Upon approval, we will provide return instructions (if applicable).
- Refunds are issued to your original payment method within 7–10 business days of receipt and inspection.
🚫 Additional Terms
- Shipping fees are non-refundable.
- We recommend using a trackable, insured shipping method for any approved returns.
- All sales are final after the specified return windows.
- Terra Mater Gardens reserves the right to deny any refund request that does not meet our return conditions.
If you have questions or need assistance, don't hesitate to contact us. We appreciate your support and are honored to be part of your growing journey.