Refund Policy

24-hour Live Arrival Guarantee

At VitroCulture.com, we stand behind the quality of our products and want to ensure that our customers are completely satisfied with their purchase. That's why we offer a 24-hour Live Arrival Guarantee for all of our tissue culture plants.

If for any reason your plants do not arrive alive within 24 hours of delivery, please contact us immediately with clear pictures of the plants in their original packaging. We will be happy to issue a refund or send a replacement at no additional cost to you.

Please note that our Live Arrival Guarantee applies only to plants that are delivered within the United States and excludes any plants that have been mistreated, mishandled, or neglected after delivery.

Thank you for considering our 24-hour Live Arrival Guarantee. We are committed to delivering healthy and thriving plants to our customers, and we take this guarantee seriously. However, there are certain situations in which the guarantee may be voided.

1. Please note that the 24-hour Live Arrival Guarantee will be void after the product is open and used. Once the plants have been removed from their packaging and planted or transplanted, we cannot guarantee their survival. We recommend that you inspect the plants carefully upon arrival and notify us immediately if there are any issues.
2. Additionally, please note that if the package is delayed due to an incorrect shipping address, the 24-hour Live Arrival Guarantee may also be voided. It is the customer's responsibility to provide us with the correct shipping address at the time of purchase. If the package is returned to us due to an incorrect shipping address, we will contact you to confirm the correct address and reship the package at an additional cost.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Unfortunately, we cannot accept exchanges on perishable goods such as live plants.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@vitroculture.com

We have a 30-day return policy on none-perishable goods, which means you have 30 days after receiving your item to request a return. Perishable goods such as live plants are non-returnable.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@vitroculture.com

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.