POLICY AND PROCEDURE

RETURNS: REFUNDS - RELACEMENT

Returns can be challenging, but it is with pleasure that I work with you to resolve the problem.

GENERAL MERCHANDISE POLICY

  1. Cash back refund with qualifying merchandise. 

  2. MTF offers refunds and replacements within 30 days from the delivery date.

  3. Authorization is required for refunds and replacement. MTF will discuss the problem with you during the authorization process. 

  4. After 30 days, return options are no longer available.
  5. Authorization for a return must be secured by day 30.
  6. No authorization requests accepted, for refunds or replacement, after day 30. 
  7. The return window is closed upon day 31.
  8. Buyer pays return shipping charges where applicable.

  9. Please be aware that return policies, procedures, and terms can differ depending on the merchandise.

  10. Each product listing will provide any refund details that may be specific to that individual item. 

  11. *** SEE PLANT POLICY BELOW FOR SPECIFIC INFORMATION ON PLANTS. 

ART POLICY

  1. Art must be returned in original packaging.
  2. A packaging adjustment will be made to the cash refund if the art is not returned in its original packaging.
  3. All general merchandise policy applies, unless otherwise noted in an individual listing.

PLANT POLICY

I truly love raising my plants and sharing their beauty and benefits. My goal is to ensure you experience the same joy and usefulness they bring me. When the plants leave my care they are in excellent, healthy condition. I take every effort to ensure they reach you in the same condition. They are carefully packed for the long trip and promptly shipped. However,  once they are shipped, many factors beyond my control can affect their well-being. While issues are rare, they can sometimes arise. Please contact me immediately so that the problem may be resolved without delay.                  ***Please review closely the necessary claim policy, procedure and terms that are listed below.

PLANT CLAIMS:  POLICY, PROCEDURE and TERMS

If a plant does not appear healthy or appears dead upon arrival your prompt communication accompanied by a photograph is required to start the claim process.

POLICY:  PLANT CLAIMS

  1. Plants do not need to be physically returned to qualify for a refund or replacement.
  2.  You MUST follow all claim procedures to initiate a claim and receive approval for a refund or replacement.

PROCEDURE: PLANT CLAIMS

  1. REPORT: Start a claim by first reporting the problem to the MTF shop where the purchase was made.
  2. TIMELY: The reporting message must be sent to MTF  WITHIN 24 HOURS of the shipment delivery date.
  3. DOCUMENT: The message must contain the information as follows in numbers (4 -7): 
  4. *A statement describing the problem. 
  5. *A clear photograph of the merchandise being reported.       
  6. *A clear photograph of the packaging, interior and/or exterior, highlighting damages, if any.   
  7. *If there is no damage to the package also please provide a picture in the initial message.                                       

Your understanding and cooperation during the claims process is greatly appreciated. The photographs will let me better assess the condition of the plant. Viewing the situation in a timely manor is very important. When requesting a refund or replacement please ensure that you adhere to the terms outlined below.

This process is two-fold:

  1. The photo will help me identify issues and improve future shipments. In some cases more than one photograph may be requested. 
  2.  A photo is imperative in helping me to resolve the problem. A plant that may appear dead may just be in destress from travel. Some specific and simple care may rejuvenate it and solve the problem. If the plant is clearly past saving I will gladly replace your plant with a plant of similar size or give a cash refund.  

TERMS: PLANT REFUND or REPLACENENT

MTF is committed to making sure you receive the quality that we commit to and that you expect. Be assured MTF will work with you to close the matter promptly and to your satisfaction. Please be sure to follow all of the steps to help accomplish this goal.

  1. MYF must be contacted within 24 hours of the tracking delivered date.                      
  2. A reporting message and photographs are required, as per DOCUMENT PROCEDURE above. A claim will start when this information is received. 
  3. Claims filed after the 24 hour reporting deadline will not be eligible for a cash refund, but will receive shop credit.   
  4. A refund, shop credit or replacement will be provided if the plant is determined to be unsalvageable.

  5. If a plant was part of a bundle, the cashback amount will be adjusted proportionally to cover only the damaged plant or plants.