Replacements, Returns, and Refunds

Replacements, Returns, and Refunds


Replacements, Returns, and Refunds

The purpose of the policies is to explain our limits and expectations of what we will or will not do. In order to process your claim form fairly, we have rather pointed rules and policies to help prevent fraudulent claims. We will try to work with you for a fair solution, but it is the responsibility of the customer to have read and understood our policies prior to ordering. There is a mail-in claim form, so click the link below, print it out, and send it via regular mail.

Although we do the best we can to prepare and package your order, the key is getting the plants delivered in good condition. Sometimes that is asking a lot, because despite our best efforts, the shipping carrier sometimes mistreats the package, or fails to deliver it in a timely manner. The majority of all problems has been related to the package carrier. Once out of our care, it is very difficult to control what happens to your order. The package carriers make No guarantees, but problems do sometimes happen, so we need you to contact us with no delay. We can replace items, but with limitations. Replacement items are subject to current availability and seasonal influences.

It is the customers responsibility to open and inspect the package upon arrival, and, make the necessary arrangements to assure the plants are cared for before and during planting. Any questions or concerns, we need to be contacted immediately, so we can best help you.

We make No guarantee that any plant will be suitable for any particular purpose, whether expressed or implied, only, that you should receive your order is good condition. Weather-related damages are never covered. Items may be trimmed back, dormant sticks, leafless, almost rootless, or arrive in other conditions. All items are carefully handled and prepared for packaging, then packed in the best manner. Packages are then held securely for the carrier to pick them up, but we not assure what happens to your package once it leaves our care.

For the Best guarantees, we suggest getting the Plant-Insurance one-year policy.

If your trees and plants arrive in a damaged or poor condition, or, we should make a mistake with your order, it is up to the customer to contact us immediately. Once the plants leave our care, we can Not guarantee their survival or suitability for any given purpose.

In such a case where your plants do not live, please let us know right away, and have patience. There is a process to follow, and there may be some costs involved.

For commercial or wholesale orders, other sale-specific terms and conditions will apply.

Replacements

Over the years, this policy has changed, and it is the source of the greatest confusion and frustration. We try to do our best, but problems do happen, and most of them are related to the shipping carrier and the time-in-transit. We will help you with any problems the best we can, and keeping contact with us is the best way to start. Please bear with us... we have to set some limits.

Free Replacements - No Costs: If your package arrives badly damaged, or/and your contents were damaged during shipment, or, if there was a mistake on your order, then we will gladly send you a new shipment at No cost. Limit: You must notify us in writing/email within 3 days of receipt of your order. Please provide us with all of the details.

We will need you to hold a damaged box (or take pictures) for a claim against the package carrier. Remove the contents, take pictures if damaged, as these may be needed as well. After pictures are taken of the plants, we may need them returned to us.

For undamaged boxes, but the contents are damaged (such as dried-out, frozen, broken, or other problems), we may ask for the plants to be returned to us. In this case, when you open the package, the plants have obvious signs of damage (ie: hot, dry, brittle, broken, ice is present, frozen, bad smell arising from the items, etc.). We will then need those items returned to us. Replacement items will be sent after we receive the item(s). Do return the box, packing materials, and contents back to us immediately. The costs of returning the item(s) will be adjusted.

Free Replacements - Shipping Costs: If your package arrives in good condition, but the plants do not survive within the first 21-days of receipt of your order, we will replace the item(s) for Free, But, a shipping cost will be charged (For large or over-sized items being replaced, an additional shipping cost will be charged).

The initial 21 days is sufficient time for your plants to show signs of resprouting if shipped during the growing season. For orders sent in the Fall, Winter, other times, 21 days is still the time limit.

Limit: You must notify us in writing/email within 21 days of receipt of your order. Please provide us with all of the details. Do return the box, packing materials, and contents back to us at that time. The costs of returning the items will be the customers responsibility (We will not accept collect or COD packages). New item(s) will be sent at no cost, but shipping as stated will be charged. Replacement items will be sent after we receive the item(s).

If replacements are requested within the 21-days, But, the items are not returned to us, there will be an item-cost assessed and added in addition to the shipping costs.

Limited Replacements - Replacement Costs: We offer limited coverage of your plants for the first 21-days only. If the plants are shipped dormant, then they should be fine and sprout normally. For plants that are shipped while actively growing, they may be trimmed back and prepared in a manner to give the best chance to ship and re-plant successfully. Trimmed or leafless plants often start to resprout within a few weeks, although the timing can vary.

After the initial 21-days, and your plants are not alive, we can replace them with some costs. For replacements on these, we can offer you a discount on new item(s), and shipping costs will be applied (either quoted or flat-rate). We make no assurance that your plants will survive the Winter if planted in the Fall, or survive the Summer if planted in the Spring. Offering a discounted replacement is a fair compromise. Keep in contact with us so we can best help you.

Save the headaches and doubts... consider the Plant-Insurance! It is an investment that pays!

Ebay, Amazon, and Others

Auction Sales, Specials, and Other Promotions: Plants purchased on ebay, Amazon.com, or other auctions and storefronts, or through a special limited-offering, those promotional offerings are sold "as-is" with no special guarantees. Very limited if any replacements on these. The policies related to our regular website and direct purchases from us are greatly different than through these other portals. Although we will try to help you, it might come down to a cost-sharing, or a discount on new item(s), reduced shipping cost, or some other limited action. We will need the item returned to us, and the cost will be made by the customer prior to shipping the new item. Shipping costs will be applied (either quoted or flat-rate). We make no assurance that your plants will survive the Winter if planted in the Fall, or survive the Summer if planted in the Spring. Offering a discounted replacement is a fair compromise.

Plant-Insurance Coverage: If you purchase the Plant-Insurance, those terms and conditions will be different than stated on this policy page. To learn more about Plant-Insurance, click the link ...Click here..

Having read and understood our policies, and you still want a replacement, then fill out the Replacement Order Claim Form below.

Returns

We can replace or even exchange an item as mentioned in the Replacement section. If you are not satisfied with your purchase, aside from damages, then contact us immediately. We make no guarantee that items will arrive looking a particular way, or be suitable for any particular purpose. We do assure that the plants you order should arrive in good condition, and have a reasonable chance to grow. For the case where your plants arrive in good shape, but you have changed your mind, or just don't want a particular item, we will take it back. Please try to keep your order, but if not completely satisfied, we offer this limited return policy.

For returning an item, you must notify us within 3-days of receipt of your order in writing/email. Please provide details for the return. Re-pack the contents of the order in the original shipping package if possible/feasible, so that the plants will be moist and protected as they were sent. Use the return address on the shipping label, which is the same North Carolina address noted throughout the webpages and literature. Return shipping costs are the customers responsibility. We will not accept collect or COD packages.

Once we receive the returned items, we will process either the replacement (or exchange if desired), or the payment refund. If we receive the return request (in writing) or/and the package within the 3-days, we will gladly refund 100% of the order payment, including the shipping or/and other costs charged on the original order. And... if you send the returned items within the 3-day limit, we will also return the costs you paid for the return shipment (up to the amount of the original shipping cost).

For returned items after the 3-day period, we reserve the Right to pro-rate the refund. This may include a 15% re-stocking fee, non-refundable shipping, or/and other costs. We are not responsible for returning items that are lost in transit, so consider adding delivery confirmation or insurance.

Refunds

If an order is cancelled before shipment, then the customer is entitled to a 100% full refund. If the order has been shipped, then this becomes a Return, see the section above. The customer must return the original plants and packaging materials Before any refund is made. For damaged items/packages where instead of a replacement, and the customer wants a refund, then that will be determined on a case-by-case basis.

Once an order is shipped, it then would become a Return. Those terms and conditions are noted in the above section.


the main point about replacements, returns, and refunds, is that if you keep us informed. We are better able to serve you, if email us right away. It is the Customers responsibility to immediately report any problems with the package shipment, contents, or other concerns in a timely manner. Time-limits are in place to assure consistency and fairness. It is also the Customers responsibility to have provided the correct contact information, payment and payment information, so we can process and handle your order. Incorrect or false information may result in delays and/or denial of any claim. Replacement claims may be denied. All decisions are made by management, and all decisions are final. We at Empire National Nursery, LLC are held blameless for any misunderstandings that may arise, and our liability is limited to the costs of the merchandise only. We reserve the right to impose a restocking fee of 15% for any returned item. Shipping costs or charges may imposed, and these costs may not be refundable.

Shipping or other costs for replacement plants may be incurred or requested by us. We may request the plants be returned to us before a replacement shipment is sent. We must also receive the items before any refund is made.

By placing your order, it is assumed you have read and agreed to the policies. If you have any questions, please ask us before you order. "We rather not have the order if the result is an unhappy customer!"


Get the Plant-Insurance- Get a full-year of coverage for your plants! Forget the time-limits as mentioned above, ignore the costs, just let us know, and we will replace your items for Free! If you purchase the Plant-Insurance, those terms and conditions will be different than stated on this policy page. To learn more about Plant-Insurance, click the link ...Click here..


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