Refund policy

At Palm Paradise Nursery, we value our customers and strive to maintain transparency and fairness in all transactions. Since we deal with live plants, especially large palms that require careful handling, once an order is confirmed, it is prepared specifically for the customer’s request. The following policy outlines the terms and conditions related to cancellations, refunds, and exchanges.

Please read this policy carefully before placing your order.

1. General Refund and Return Policy

All sales made at Palm Paradise Nursery are considered final once the order is confirmed and payment has been received.

After order confirmation and payment, no refunds, exchanges, or returns will be accepted under any circumstances. This policy applies to all orders, including deliveries and customer pickups.

As palm trees are living products that require specific care, once they are reserved, prepared, or transported, they cannot be resold or returned to the same condition suitable for another customer. Therefore, we strictly maintain a no-refund and no-exchange policy after confirmation.

2. Order Confirmation Process

To ensure customer satisfaction and transparency before dispatch, our team follows a clear confirmation process:

  1. Once you place an order and make the payment, our team will share actual pictures of the selected palms with you for review and approval.
  2. You will have the opportunity to confirm or approve the selection based on the shared images.
  3. After you provide written or verbal confirmation, the order is considered final and confirmed.
  4. Once confirmed, the palms are reserved, prepared for delivery or pickup, and scheduled for dispatch, at which point no changes or cancellations are accepted.

By confirming your order, you acknowledge that you have reviewed the palms and agreed to proceed with the purchase based on the provided images and details.

3. Cancellation Before Order Confirmation

If a customer decides to cancel the order before confirmation, and payment has already been made, the order may be eligible for a partial refund subject to a refund processing fee.

Refund Conditions Before Confirmation:

  • Refunds can only be processed if the order has not yet been confirmed.
  • A refund processing fee (administrative and bank charges) will be deducted from the total amount before issuing the refund.
  • The remaining balance will be refunded to the same payment method used during the transaction.
  • Processing time for refunds may take 7–14 business days, depending on your bank’s procedures.

Please note that once the order moves into the confirmation stage (after images have been approved by the customer), no refund will be processed, regardless of the reason.

4. No Refund or Exchange After Confirmation

After the order is confirmed by the client (either in writing or verbally), the following terms strictly apply:

  • No refund will be provided, even if the customer changes their mind.
  • No exchange of palms will be permitted, as each tree is carefully selected, prepared, and reserved for your specific order.
  • No return will be accepted once the palms are delivered or picked up from our nursery.

We encourage customers to carefully review the shared images and confirm only when they are completely satisfied with the selection.

5. Responsibility for Delivery and Condition of Palms

Once palms are delivered to the customer or picked up from our nursery, Palm Paradise Nursery is not responsible for any damage or loss resulting from:

  • Improper handling during unloading,
  • Incorrect planting or installation, or
  • Lack of proper maintenance after delivery.

6. Special Circumstances and Discretion

While we maintain a strict no-refund policy after confirmation, Palm Paradise Nursery reserves the right to review refund requests under special circumstances (for example, if there is an issue caused by us before confirmation).

In such rare cases, management will evaluate the situation and may, at its sole discretion, offer a partial refund, store credit, or replacement, depending on the nature of the issue. However, this does not imply any guarantee of refund or exchange.

7. Communication and Support

For all refund or cancellation inquiries, customers must contact our team directly via phone or email. We recommend including your order number, payment receipt, and any relevant details to expedite the process.

Our sales and accounts teams are available during working hours to provide updates and assist with any refund related queries.