First up, we're human on this end.
The following is an edited template and a lot of it is cover-your-a$$ language, but know this: we love you, and we want to take care of you. In the instance of a problem, we do our best to find a win-win solution for all involved.
Communication with Oh Happy Plants MUST be done through our main email address or the store's chat function.
This ensures your message gets through to a real person. Because the majority of this company is run by one person, I can't keep up with every social media inbox, so they're set with a "this inbox is not monitored" auto-response. PLEASE use chat or email - your message will not be received if you do not.
Email: hello @ ohhappyplants (dot) com
Chat: https://ohhappyplants.shop (chat bubble in bottom right corner of screen)
If we screw up your order...
Just let us know, and please accept our apologies in advance. There's a whole life going on behind the scenes here (complete with AuDHD!), so this happens sometimes and we always make it right.
Our return/replacement/refund policy is this: we will do our best to find a creative solution to your issue.
This may mean a replacement product, this may mean we ship you a different product to solve an issue you have with something you ordered, or this may mean that we offer education on the proper use and function of our products (in the case of mycelium growing on the surface of the soil, or existing fungus gnat infestations being transferred to the new soil).
Pest issues? Here's what to do:
Please: IMMEDIATELY contact Oh Happy Plants! Just send an email - we want to know! We want to help!
Veronica has extensive information regarding causes and treatments for fungus gnats, soil mites, and more. If you believe this is related to a recently-purchased product, it is super important to reach out ASAP so we can work together to resolve the issue with as little inconvenience as possible.
A note on bugs:
We keep a clean workspace and we maintain 'quality control' sample bags that are taken weekly from our airtight soil bins. These bins are inspected for pests every time they are opened, and are only open while actively in use.
If you have a pest or beneficial insect in a newly repotted plant (or in soil that you've stored for a while), we'll look at the date of your order and compare that to our quality control soil sample to determine if the issue came from our warehouse. We also check our soil bins religiously, and will do so again if you encounter an issue. This result will determine whether or not we approve a replacement or refund.
By purchasing Oh Happy Plants products, you agree that insects are present in many environments, and without clear evidence of infestation in our warehouse after careful inspection under magnification, we cannot be held responsible for eventual infestation in your home, as all it takes is a single insect to start the cycle.
Returns, damaged, or missing items
Please email us within 7 days of receipt of your order at hello@ohhappyplants.com (or, if you have a Yahoo email address, reach out via social media). Retain all packaging (sometimes small items are 'lost' within packaging and it just takes a second look to find them). Please provide a description of the issue - if we need photos we will ask, so it's a good idea to take thorough photos of the external box (if damaged) and any damaged items inside if necessary. We'd need those to file a claim with a shipping company.
Returns and replacements are processed at our discretion. Refunds requested prior to us packing your order are processed without question.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. We cannot control how long payment processors take to process refund payments, but we will issue refunds within 2 days of approving a refund. You should receive an email with a refund notification - if not, check your spam folder :)
What if I change my mind?
If you place an order and change your mind, we're happy to offer a full refund (minus non-refundable card processing fees, if applicable) as long as we haven't packed or shipped your order. If this happens several times in a row, we reserve the right to charge for our time spent processing returns and will refund up to 75% of the total order value. Processing refunds takes time on our end and this is a super-small company - please treat us like our time matters. (This section is only here because it's happened in the past; I'm not trying to be a jerk, I promise!)
If you change your mind about an item or order, we will refund your order value minus shipping and may apply a 25-50% restocking fee depending on the type of item returned. Premixed soils cannot be re-sold after they leave our shop because we are stringent about protecting our customers from pests. Other products and DrySoils can be returned for full refund as long as they are unopened/unused.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first wait 3-7 days and check your bank account. OHP has no control over refund processing times .
If you've waited a week and still don't see it, please contact your credit card company or bank. It may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@ohhappyplants.com.
Sales
Oh Happy Plants will honor sales, promotional codes, etc that are generated by us. If a glitch occurs that allows a coupon code to be used on our site, we reserve the right to refund your order and/or request that you pay the amount discounted. As a small business, we do not honor outside coupons. For information on sales, promotions, or other deals, please refer to our online store (https://ohhappyplants.shop), our Instagram/Facebook accounts, and our promotional emails.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@ohhappyplants.com. We will respond with instructions for exchange.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate code will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, please await instructions via email. Do not send it to the return address listed on the package.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are due a refund, the cost of outgoing shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot control shipping companies and can't be held responsible for lost packages.
