Returns & Refunds Policy
Effective Date: August 1, 2026
At Lively Up Homes, we want you to be happy with your purchase. Because we sell live plants, our return policy differs from that of most retail products. Please review the information below before placing your order.
Live Plants
Due to the perishable nature of live plants, we do not accept returns on healthy plants.
If your plant arrives with significant damage caused during shipping, please refer to our Live Arrival Guarantee for instructions on submitting a claim.
Non-Living Products
Unused, unopened non-living products (such as planters, tools, or accessories) may be eligible for return within 30 days of delivery.
To qualify for a return, items must:
- Be unused and in their original condition
- Include all original packaging
- Be free from damage caused after delivery
Customers are responsible for return shipping costs unless the item arrived damaged or we shipped the wrong product.
Refund Eligibility
Refunds may be issued if:
- Your order arrives significantly damaged during shipping and qualifies under our Live Arrival Guarantee
- You receive the wrong item
- A non-living product arrives damaged
- A non-living product is approved for return and received in its original condition
Refunds are issued to the original payment method whenever possible.
Non-Refundable Items
The following are not eligible for returns or refunds:
- Healthy live plants
- Plants showing normal shipping stress
- Minor cosmetic imperfections
- Gift cards
- Clearance or final sale items
- Products damaged after delivery due to improper care, weather, pests, pets, or accidental damage
Order Cancellations
Orders may be canceled before they have been packaged for shipment.
Once an order has been prepared for shipping or has shipped, we are unable to guarantee cancellation.
Incorrect Shipping Information
Customers are responsible for providing an accurate shipping address.
Orders returned because of an incorrect or incomplete address may require additional shipping charges before they can be resent. Shipping charges are generally non-refundable.
Lost Packages
If tracking shows that a package has been delivered, we are generally not responsible for theft or loss after delivery.
If your package appears to be lost in transit, please contact us, and we’ll work with the shipping carrier to investigate the issue.
How to Request a Refund or Report an Issue
Please contact us within the applicable timeframe and include:
- Your order number
- A description of the issue
- Photos of the product (if applicable)
- Photos of the shipping box and shipping label for damaged shipments
Prompt communication helps us resolve issues as quickly as possible.
Processing Refunds
If your refund is approved, it will be issued to your original payment method.
Please allow 5–10 business days for your financial institution to process the refund after it has been issued.
Contact Us
If you have any questions about our Returns & Refunds Policy or need assistance with an order, please visit our Contact Us page or email us at:
This policy works well alongside your Live Arrival Guarantee: customers can quickly see that live plants are covered by the arrival guarantee, while non-living items follow a more traditional return process. It also aligns with common practices for online plant retailers.
