Refund Policy

Returns & Refunds Policy

Thank you for choosing Planted Pro! We are committed to ensuring your complete satisfaction. Please review our policy carefully, as it varies by product type.

Order Cancellation Policy

Orders can only be canceled before shipment preparation begins:

• Cancellations are accepted before your order is packed and prepared for shipping.

• Once a tracking number has been generated or your order is in transit, cancellation is no longer possible.

• To cancel an order, please contact us immediately at hi@plantedpro.com

Mandatory: Unboxing Video Requirement

To be eligible for any replacement or refund claim, you MUST record an unboxing video the moment your package arrives.

Without a proper, continuous unboxing video, we will be unable to process any damage or DOA (Dead on Arrival) claims. This policy protects both you and us.

Please follow these exact steps:

1. Keep the Label & Packaging Intact: Before opening anything, ensure the shipping label, box, and all original packaging are clearly visible on camera.

2. Start Recording BEFORE Opening: Your video must show the sealed package from the very beginning. Do not cut or open the box before you start recording.

3. Unbox Everything on Camera: Slowly and clearly unbox every item while the camera is running. Ensure all contents remain fully visible throughout the recording.

4. Inspect the Product: If any damage is found, ensure it is clearly and thoroughly captured in the video.

Live Aquarium Plants & Moss Terrariums

Due to the living and perishable nature of our aquatic plants and moss terrariums, we cannot accept standard returns or exchanges. All sales are final once shipped.

100% DOA Protection - Free Replacement: We guarantee the quality of all living products and offer a 100% free replacement for plants or terrariums that arrive damaged or dead.

• For Terrariums: Because terrariums are delicate, handcrafted pieces, we offer partial replacements. If a specific component (e.g., a decoration, a plant, or a glass element) is damaged, we will replace that specific part—not the entire setup. However, if the entire terrarium arrives completely shattered and unusable, we will replace the full product.

• Important Condition for Cold Weather: If we recommend a heat pack for your order and you decline it, we cannot honor DOA claims related to temperature damage.

Aquarium Equipment, Tools & Accessories

For equipment, tanks, tools, lighting, filtration, CO2 accessories, soil, and all non-living products, returns/replacements are accepted only for:

• Defective products (manufacturing defects)

• Damaged items received (shipping damage)

• Wrong items sent (our error)

Important Notes:

• Returns will not be accepted if a tracking number has already been generated for an exchange/replacement.

• Equipment returned due to customer error may be subject to a restocking fee.

• The customer is responsible for return shipping costs unless the item is defective or the error was on our end.

General Refund Policy

We do not offer cash refunds on any products. Our policy is replacement-only for dead/damaged living products and defective/damaged equipment. This ensures we can maintain our high-quality standards while supporting our customers effectively.

(Exceptions: Gift card refunds are evaluated on a case-by-case basis. Recipients cannot request cash refunds for unused gift cards. If you purchased a gift card and need a refund before it is used, please contact us.)

How to File a Claim or Request Support

All claims must be submitted within 12 hours of delivery. Items must remain unused and in their original packaging until our team reviews your claim.

For DOA Plants/Terrariums & Equipment Issues:

1. Email hi@plantedpro.com within 12 hours of delivery.

2. Include your Order Number in the subject line.

3. Attach your Mandatory Unboxing Video (or a link to it via Google Drive/Dropbox) along with clear, close-up photos of the damage/defect and the shipping label.

4. Do not discard any packaging until your claim is approved.

Our quality team will review your submitted evidence and respond within 24-48 hours with a return authorization or replacement instructions. Approved claims will have replacement items shipped out as soon as possible, subject to availability.

Customer Satisfaction Guarantee
Your satisfaction matters to us! While we cannot accept standard returns due to the nature of our products, we're here to help resolve any issues. If you have concerns about your order, plant health, product quality, or anything else, please reach out to us.

Contact Us:

Email: hi@plantedpro.com
Response Time: Within 24-48 hours