Refund policy

We have a 30-day refund/return policy, which means you have 30 days after receiving your item to request a refund/return. We guarantee our plants to be true to variety and to be healthy. DO NOT return live plants. Contact us with your issue.

If past 30 days on live plants, and you feel as no fault of your own, please contact us. We want you happy with your purchase. We will work with you to resolve any issue. Happy customers are return customers. We cannot leave an open-ended refund policy, so after 6 months refunds will not be permitted.

To be eligible for a return on non-perishable items (anything other than live plants), your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

For live plants we may ask for pictures and a statement so we can serve you better. We want you happy with your purchase. Don't hesitate to contact us if you are disappointed. We can not be held responsible for neglect or improper care.

To start a return, you can contact us at Info@musthaveroses.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We DO NOT accept returns on live plants.

You can always contact us for any return question at Info@musthaveroses.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (live plants) or custom products (such as special orders or personalized items) Please get in touch if you have questions or concerns about your specific item.

Sale items or purchases from gift cards will be refunded at the sale price at time of purchase.

Exchanges
We do not offer exchanges for live plants.

Refunds
We will notify you once we’ve received and inspected your return or your pictures and statement, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. On live plants we can also offer you the same plant, if available, or an agreed upon substitute.

Updated 4/2/2023