Refund policy
Return and Refund Policy
At Tumbleweed Plants, we want you to love what you order. If something is not right, we are here to help.
At a glance
- Something not right on arrival? Tell us within 24 hours. When the fault is ours, we fix it, with no fees of any kind.
- Live plants: can be returned within 3 days of delivery, subject to approval.
- Other items: can be returned within 10 days of delivery.
- Cancelling: free before your order is fulfilled.
- Refunds: issued as store credit, or to your original payment method on request.
The three fees
Our whole policy is built on three charges.
- Restocking fee: 20%. Applies once an order has been fulfilled, for a cancellation or a change-of-mind return.
- Pickup fee: $20 or 10% of the returned order value, whichever is higher. Applies only when you need us to collect the item. You can instead send or bring it to our warehouse at 514 Chai Chee Lane #03-07.
- Admin fee: 5%. Applies only when you ask for a refund to your original payment method. Refunds to store credit have no admin fee.
None of these apply when the fault is ours.
Damaged, faulty or wrong items
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, contact us within 24 hours of delivery with your order number and photos. Please keep everything, including the packaging, and do not throw anything away.
We will check it and make it right. Depending on what has happened, we may share care tips, send our team down to fix it, replace the item or exchange it. If a plant arrives damaged, we first help you nurse it back to health, and if it does not recover, we replace it.
When the fault is ours, as assessed by our team, there is no restocking fee, no pickup fee and no other charge.
What is normal: natural variation in shape and size, small blemishes and a few leaves dropped after transit are not defects. They are part of a living plant settling into a new home, and it will bounce back with the right care.
Live plants are also covered by our 10-day Happiness Guarantee.
10-day Happiness Guarantee
Every live plant is covered for its first 10 days with you. If your plant does not make it through the first 10 days after arrival, we replace it at 50% of the price. The full terms are on our Happiness Guarantee page.
How to return an item
1. Contact us first. Send us your order number within 3 days of delivery for live plants, or within 10 days for other items. Our customer service team will confirm the return and the next steps.
2. Send it back.
- Bring or send it to our warehouse at 514 Chai Chee Lane #03-07, Monday to Friday, 9am to 5pm, within the time agreed with our team. After-hours contactless drop-off can be arranged. There is no pickup fee.
- Ask us to collect it from the original delivery address. The pickup fee is $20 or 10% of the returned order value, whichever is higher.
3. Receive your refund. Once we have received and checked the item, we refund you as store credit. For a change of mind, the 20% restocking fee is deducted.
Condition of returned items: items must be unused and in their original packaging, with all accessories and any free gifts. Live plants must be in the condition they arrived in, and not repotted or trimmed after delivery.
Good to know:
- Delivery fees are not refunded. If a return brings your order below $99, the $15 delivery fee is charged.
- If you return part of a set, a buy-one-get-one deal or an order that came with free gifts, the refund is adjusted for the deal.
Cancelling an order
Changed your mind after ordering? Contact us as soon as you can.
- Before your order is fulfilled: cancellation is free. You receive the full amount as store credit, or to your original payment method less the 5% admin fee.
- After it is fulfilled, before delivery: a 20% restocking fee applies. There is no pickup or delivery fee, as the order is still in our warehouse.
- After delivery: our returns policy applies.
"Fulfilled" means we have prepared your order and its status has changed to fulfilled.
Second Chance, clearance and final sale items cannot be cancelled. To cancel or move a booked service, contact us at least 1 day before.
Pre-orders
Pre-orders are placed specially for you, so they cannot be cancelled. The one exception: if we pass the estimated delivery date we promised, you can cancel free of charge.
Refunds
Refunds are issued as store credit, with no admin fee. If you prefer a refund to your original payment method, a 5% admin fee applies.
Refunds are processed within 10 business days. They are based on the amount you paid after discounts and vouchers. Delivery fees are not refunded.
What cannot be returned, exchanged or cancelled
- Second Chance, clearance and final sale items. Second Chance pieces have blemishes that we share upfront, and they are sold to be upcycled. If one arrives with damage beyond what we described, our policy still applies.
- Services already carried out, such as on-site services, repotting and delivery. To cancel or move a booked service, contact us at least 1 day before.
- Pre-orders, custom planters and gift cards.
- Used items, such as a planter used for repotting or opened soil.
Tumbleweed Plants may decline a return that does not meet the conditions in this policy.
This policy does not affect your rights under Singapore law.
Contact us
Email: getintouch@tumbleweedplants.com
WhatsApp: +65 8056 1106
Cancellation Policy
Changed your mind after ordering? Contact us as soon as you can.
- Before your order is fulfilled: cancellation is free. You receive the full amount as store credit, or to your original payment method less the 5% admin fee.
- After it is fulfilled, before delivery: a 20% restocking fee applies. There is no pickup or delivery fee, as the order is still in our warehouse.
- After delivery: our returns policy applies.
"Fulfilled" means we have prepared your order and its status has changed to fulfilled.
Second Chance, clearance and final sale items cannot be cancelled. To cancel or move a booked service, contact us at least 1 day before.
Pre-orders
When you buy a pre-order or back-ordered item, you are buying a product that is not yet in our inventory. We collect the full amount at checkout and arrange the item specially for you, following the pre-order timeline shown when you order.
Pre-orders are placed specially for you, so they cannot be cancelled. The one exception: if we pass the estimated delivery date we promised, you can cancel free of charge.
Services
To cancel or move a booked service, such as an on-site visit or repotting, contact us at least 1 day before. Once a service has been carried out, it cannot be cancelled or refunded.
Refunds
Refunds are issued as store credit, with no admin fee. If you prefer a refund to your original payment method, a 5% admin fee applies.
Refunds are processed within 10 business days. They are based on the amount you paid after discounts and vouchers. Delivery fees are not refunded.