Return & Refund Policy

We guarantee that all plants shipped by Rocky Knoll Farm leave our nursery healthy, rooted, and carefully packed. If your plants do not arrive in good condition, we will work with you to make it right.

Because live plants are perishable, timely communication and photos at unpacking are required so we can assess the issue accurately and take appropriate action.

IF YOUR PLANTS ARRIVE IN POOR CONDITION

If your plant(s) arrive damaged, stressed, incorrect, or otherwise not as expected, please contact us as soon as you open the box and include clear photos of the plants and packaging. This helps us determine the nature of the issue.

How we support you in different situations:

If the issue was caused by UPS, we assist you with a claim. UPS generally honors valid claims. Approved claims result in free replacement plant(s) at no cost to you.
If the issue was caused by our mistake, we will replace the plant(s) for free, cover all replacement shipping costs, and we normally do not require a return. If a return is needed (very rare), we will provide a free return shipping label.

Our goal is always to ensure you are made whole.

RETURN WINDOW

For plants arriving in poor condition: Contact us immediately upon delivery, with photos taken during unpacking. Timely documentation is required for UPS claims and plant-health assessment.
For “change of mind” returns: You must contact us within 7 days of delivery to request a return.

CHANGE OF MIND RETURNS (CUSTOMER-INITIATED)

If you no longer want the plant(s) you ordered:

You may request a return within 7 days of delivery.
The customer is responsible for return shipping costs.
Refunds are issued only after we receive the plant(s) back in good, saleable condition.

Because these are live plants, proper packing is essential. Returned plants must be packed securely, protected from shifting or crushing, and kept appropriately moist for safe transit. If plants are returned in poor condition due to insufficient packing, we cannot issue a refund.

WHO PAYS FOR RETURN SHIPPING?

Rocky Knoll Farm pays if the issue is our error (and will provide a label if a return is required, though this is rare).
UPS covers shipping when a UPS claim is approved.
Customers pay return shipping for “change of mind” returns.
If Rocky Knoll Farm requests a return (rare), we provide a prepaid return label.

REPLACEMENT TIMING

Replacement plants are shipped in our next available shipping window, which varies by season (typically multiple times a week in busier seasons and once per week during slower seasons).

IF WE REQUEST A RETURN (RARE)

If we need an item returned due to an error on our part, we will provide a pre-paid return label and ask that the customer return the plants at their earliest convenience, with careful packing to ensure they arrive in good condition.