E-commerce Claims Policy
- Claims Eligibility
- Condition: Plants are eligible for a claim if they arrive damaged or in poor health due to transit. We prefer photographic evidence of the issue for verification.
- Time Frame: All credit requests must be submitted within 7 days of delivery.
- Exclusions: We do not accept claims for plants that have been replanted, altered, or otherwise modified after delivery.
- Claims Process
- Contact Us: Retail customers must contact the Garden Center (Seller) via email or phone within the specified time frame to initiate a claim. Please provide your order number and photos of the plant(s) in question if applicable.
- Claim Evaluation: The Seller will evaluate the claim’s validity and decide whether to issue a full or partial refund.
- Credit Request: If the claim is deemed valid, the Seller may file a Credit Request, for the wholesale cost, with Willoway. All credit requests will follow our standard operating procedures to be considered and processed.
- Exceptions and Special Cases
- Seasonal Plants: Certain seasonal plants may have specific claims conditions due to their limited availability. Please check the product page for any special notes.
- Customer Satisfaction
We are committed to ensuring that the Seller and their customers are satisfied with their purchases. If you encounter any issues, please reach out to us, and we will work to resolve the matter promptly.