Refund policy

Return & Refund Policy

Effective date: January 26, 2026
Store name: firstfruitfarm.shopify.com
Contact: cpknerr@firstfruitfarmny.com

1) Overview

We want you to be thrilled with your order. Because we sell live plants and soil amendments, our return and refund rules vary by product type. This policy explains what’s covered, what isn’t, and how to request help.

Live Plants

2) Live plants: no returns

Due to the live/perishable nature of plants and the risk of spreading pests/disease, we do not accept returns of live plants.
Do not send plants back—we will not be able to receive or reship them.

3) 30-Day Plant Guarantee (replacement or refund)

We’re confident in our plants and want you to feel there’s no risk in trying us.

If there’s a problem with a live plant, submit a claim within 30 days of the marked delivery date. If approved, we will provide either:

A one-time replacement for plants that failed (subject to availability), or
A percentage refund of the plant purchase price for the plants that failed

Your choice: If you have a preference (replacement vs. refund), tell us when you contact us, and we’ll do our best to honor it.

Bundle Clarification

To be clear, because we sell in bundles, we will refund or replace only the plants that failed. For instance, if you purchase 4 comfrey plants and 1 doesn't make it, we will ship a replacement OR refund 25% of the purchase price since 1 out of 4 plants died.

Cutting Clarification

For certain items such as root cuttings or hardwood cuttings, the amount purchased is covered. For example if you purchase 10 cuttings, you will typically receive a few more (perhaps 12 or 13 cuttings) to cover any cuttings that do not root. Cuttings above and beyond the purchased amount are not covered for refund or replacement. If you purchased 10 cuttings, received 12, and one does not root, since 11 made it, we do not consider that a refund or replacement situation since only 10 were purchased.

4) What we need to approve a plant claim

To help us quickly resolve the issue, please email us within 30 days of delivery and include:

Your order number
If you are able, clear photos of:
1. the entire plant,
2. close-ups of the problem areas, and
3. the shipping box/packaging (especially if the package was damaged)

Photos are not necessary but we appreciate them because they help us improve our products and shipping procedures and techniques.

Please unbox immediately upon delivery and water as needed.

5) Shipping costs

Shipping costs are refunded only when the issue is our error or the package/packaging arrived damaged (e.g., crushed box, torn packaging, obvious mishandling) and you provide photos.
In approved cases where we send a replacement due to our error or damaged packaging, we will not charge additional shipping for that replacement.

6) Shipping damage, wrong item, or missing item

If your order arrives damaged, incorrect, or missing items, please contact us within 48 hours of delivery with your order number and photos. If confirmed, we’ll correct it with a replacement or refund, and refund shipping when it’s our error or damaged packaging as described above.

7) What’s not covered (plant guarantee exclusions)

Because plants are living things and outcomes depend on site conditions and care, the Plant Guarantee does not cover issues caused by:

Failure to follow basic care (underwatering/overwatering, extreme sun/heat/cold exposure, etc.)
Delayed unboxing or leaving plants outdoors/in a mailbox after delivery
Damage from pets/wildlife, insects after arrival, disease introduced after delivery, or chemical/herbicide exposure
Severe weather events after delivery (hard frost, heat wave, flooding, storms)
Improper planting site conditions (poor drainage, unsuitable soil pH, incorrect light conditions)

Dormant plants: Some plants ship dormant depending on season. Dormant plants (without leaves) are not considered “dead” simply because they lack foliage.

Soil Amendments (Biochar, Worm Castings, etc.)

8) Returns and refunds for soil amendments

Unopened soil amendment products may be returned within 30 days of delivery for a refund of the purchase price.
Opened products are not returnable due to contamination risk.
Return shipping is customer-paid, unless the return is due to our error (wrong item, damaged product on arrival).

Orders & Refund Processing

9) Order cancellations

Orders can be canceled for a full refund before they ship.
Once an order ships, it can’t be canceled.

10) Refund timing

Approved refunds are issued to the original payment method. Processing times vary by bank/payment provider, but refunds typically appear within 5–10 business days after approval.