Refund policy
Return & Refund Policy Last Updated: 2025
Thank you for shopping with Tropical Ambiance. We take great pride in the quality and care that goes into every order we ship. Because we work with live plants and natural materials, our return and refund process is carefully designed to protect both our customers and the integrity of our products. Please read this policy in full before making a purchase or submitting a return request.
QUICK SUMMARY: All listings carry a 3-day return/replacement window from the date of delivery. Contact us within 3 days with photo proof. Refunds and replacements are granted at our discretion. Initial and return shipping costs are non-refundable and will be deducted from any refund issued.
1. Our Commitment to You
At Tropical Ambiance, every plant and product we send out is carefully inspected and packaged to arrive in excellent condition. We understand that receiving a live plant involves inherent variability — plants are living organisms and may experience minor stress during transit. We do our absolute best to minimize this, but slight cosmetic imperfections from shipping are not grounds for a refund or replacement.
That said, we genuinely care about your satisfaction and want every customer to feel good about their experience with us. If something arrives in unexpectedly poor condition, we want to hear from you and work toward a fair resolution.
2. The 3-Day Return & Replacement Window
All purchases from Tropical Ambiance are covered by a 3-day return and replacement policy. This window begins on the date your order is marked as delivered by the carrier.
Due to the perishable and living nature of our products, we are unable to accept return or replacement requests submitted after 3 days of the confirmed delivery date. No exceptions can be made beyond this window, so we strongly encourage all customers to inspect their order thoroughly upon arrival.
Do not wait to reach out. If you have a concern about your order, please contact us on the same day or within 72 hours of delivery. Requests received on day 4 or later will not be eligible for review.
3. How to Submit a Return or Replacement Request
To initiate a return or replacement, please follow the steps below:
Step 1 — Contact Us Within 3 Days: Reach out to our customer care team through our website contact form or via direct message on our shop page. Include your order number and a brief description of the issue.
Step 2 — Provide Clear Photo Proof: You must include photos that clearly show the issue with your order. Photos should be taken in good lighting and capture the full item as well as any specific areas of concern. Without photo documentation, we are unable to process your request.
Step 3 — Await Our Response: Our team will review your request and photos and respond within 1–3 business days. We may ask follow-up questions or request additional photos to fully assess the situation.
Step 4 — Resolution: Once we have reviewed your claim, we will communicate our decision and, if approved, arrange for a refund or replacement accordingly.
4. Refunds & Replacements Are at Our Discretion
All refunds and replacements are evaluated on a case-by-case basis and are issued entirely at the discretion of Tropical Ambiance. Submitting a request does not guarantee that a refund or replacement will be issued.
We take every claim seriously and review each one fairly. Our decisions are based on the photo evidence provided, the nature and extent of the issue, the condition of the item at the time of shipment, and any relevant shipping or carrier-related factors.
Situations that may qualify for a refund or replacement include, but are not limited to:
- Item arrived severely damaged, dead on arrival, or completely unviable
- Wrong item shipped
- Item missing from order
- Significant and documented pest infestation upon arrival
Situations that generally do not qualify include:
- Minor cosmetic damage such as a few broken or yellowed leaves from transit stress
- Normal variation in plant size, color, or shape
- Issues that arise after the 3-day window has passed
- Damage resulting from improper care, incorrect watering, or unsuitable environmental conditions after delivery
- Customer remorse or change of mind after delivery
- Delays or issues caused by the shipping carrier outside of our control
5. Shipping Costs Are Non-Refundable
Initial shipping costs paid at the time of purchase are non-refundable and will not be included in any refund amount. Additionally, if a return shipment is required, the cost of return shipping will also be deducted from the total refund. We do not provide prepaid return labels unless the return is the result of an error on our part.
Your final refund, if approved, will reflect the item cost minus any applicable shipping charges (both original and return).
6. Return Shipping Instructions
If a return is approved, we will provide return instructions at that time. Please do not ship anything back to us without first receiving written approval and instructions from our team. Unauthorized returns will not be accepted and may not be eligible for a refund.
When returning an item, you are responsible for ensuring it is packaged securely and shipped with a trackable service. Tropical Ambiance is not responsible for return shipments that are lost, damaged, or delayed in transit.
7. Replacements
In some cases, instead of a refund, we may offer to send a replacement item. Replacements are subject to product availability. If the original item is no longer in stock, we will work with you to find a suitable alternative or issue a store credit or partial refund at our discretion. The same 3-day inspection policy applies to all replacement items.
8. Damaged or Lost Packages
If your package arrives visibly damaged by the carrier, please photograph the outer packaging before opening and document the condition of everything inside. This documentation is critical if a claim needs to be filed with the shipping carrier.
If your tracking shows your package as delivered but you have not received it, please check with neighbors, your building office, or other household members first. If the package is still missing after 24 hours, contact us and we will do our best to assist. Tropical Ambiance is not responsible for packages confirmed as delivered to the correct address by the carrier.
9. Contact Us
If you have any questions about this policy or need to submit a return request, please reach out to us directly through our store. We're happy to help and will always do our best to find a fair solution.