Refund policy

We have a 5-day return policy, which means you have 5 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition/pot you received it. You need the receipt or proof of purchase. And contact us to marketing@ecuageneraus.com by e-mail explaining the reasons by you would like to return the plant, attach photos is appreciate and will help a lot to approve this claim fast. If your return is approved, we’ll send you a return shipping label, as well as instructions of how and where to send your package. Plants must be sent back to us within 3 business days once shipping label is sent to your e-mail. After that package may not be accepted.

You can always contact us for any other question to marketing@ecuageneraus.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Photos will be needed, so please attached those in the e-mail. If damaged is extreme we will replace the plant, otherwise we will send a return label to exchange or refund it.

Mistakes can happen, if you received a wrong item we will make it right and send you the return label to exchange it for the right now.  

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, customs items or gift cards.

Refunds
Once we have received and checked the returning package, we will notify you and process the refund. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.