Refunds and Returns Policy

At Katsura Garden, your satisfaction is our top priority. We believe in a fair, straightforward, and transparent return process, and we stand behind every product we sell. If for any reason you are not completely satisfied with your purchase, we are here to help.

1. Return Window and Eligibility

You have 30 days from the date of delivery to request a return. All products purchased from Katsura Garden are eligible for return, including live plants.

To qualify, your item must meet the following conditions:

  • Condition: The item must be in the same condition as when you received it.
  • Packaging: The item must be returned in its original packaging with all tags and labels intact.
  • Proof of Purchase: A valid order number or digital receipt must be provided at the time of the return request.

Live Plant Returns: Live plants may be returned within 30 days of delivery. Plants must be in substantially the same condition as received. Due to the living nature of plants, natural variations in leaf count, color, or growth pattern are normal and do not affect return eligibility.

2. How to Start a Return

To ensure your return is handled promptly and efficiently, please follow the steps below:

  • Contact Us: Email info@katsuragarden.com with your order number and the reason for your return.
  • Documentation: If your item arrived damaged or incorrect, please attach clear photos of both the product and the outer shipping packaging.
  • Authorization: Once we review your request, we will provide a return authorization and detailed instructions. Returns sent without prior authorization may not be accepted.
  • Mail-In Returns Only: We currently support mail-in returns only. We do not offer in-person returns or drop-offs at this time. Once your return is authorized, we will provide instructions and a prepaid return shipping label.
  • Return Address: Once your return is authorized, please send your item to the following address:
    Katsura Garden, 1825 Post St #110, San Francisco, CA 94115, United States

Response Time: We aim to respond to return requests within 24 hours.

3. Shipping Costs and Fees

  • Free Return Shipping: We cover all return shipping costs, regardless of the reason for your return. A prepaid return shipping label will be provided at no charge upon authorization of your return.
  • No Restocking Fees: We do not charge any restocking or administrative fees for returns.
  • Refund Processing Time: Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 10 business days.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 3 days of delivery. We will prioritize your case and offer either a replacement or a full refund at no additional cost to you. Clear photos of the product and packaging are required to process your request.

Live Plant Damage

Live plants require prompt attention upon arrival. Please follow these guidelines:

  • Inspect Immediately: Open your package within 24 hours of delivery and inspect your plant.
  • Report Damage: Contact us within 48 hours of delivery with clear photographs of the plant and packaging. We will arrange a replacement or full refund based on your preference.
  • After 48 Hours: Due to the living nature of our products, damage reports received after 48 hours from delivery may not be eligible for resolution. We encourage you to contact us as early as possible so we can assist you.

Normal Plant Variation

As living organisms, plants naturally vary in size, leaf count, color, and overall appearance. These variations are normal and do not constitute damage or defect. Slight differences between the product photos and the plant you receive are expected.

5. Refund Method

Refunds will be issued to the original payment method used at checkout. We do not offer store credit or alternative refund methods unless otherwise agreed upon.

If you paid via PayPal, Apple Pay, Google Pay, or Shop Pay, the refund will be processed through the same service.

6. Order Modifications and Cancellations

You may request to modify or cancel your order within 2 hours of placing it, provided it has not yet shipped. After 2 hours, your order may enter our fulfillment process and changes may not be possible.

If your order has already shipped, you will need to follow this Refunds and Returns Policy to return the items for a refund.

7. Contact Information

If you have any questions about our return policy or would like assistance with a return, please contact us:

Katsura Garden
Email: info@katsuragarden.com
Phone: +1 (415) 931-6209
Address: 1825 Post St #110, San Francisco, CA 94115, United States
Business Hours: Mon - Sat 10:00 AM - 6:30 PM, Sun 11:00 AM - 6:00 PM (Pacific Time)