Refund policy

Refund & Return Policy

Effective Date: November 2025

Thank you for shopping with Seah. We’re committed to delivering high-quality products and a smooth experience. This policy explains how returns, refunds, exchanges, and DOA (Dead on Arrival) claims work for both live plants and non-perishable items.

1) Return Windows

  • Live plants (succulents & cacti): Eligible for DOA/quality claims only within 48 hours of delivery (see Section 4). Live plants are not eligible for change-of-mind returns due to their perishable nature.
  • Non-perishable items (pots, tools, soils, decor, accessories, etc.): 30-day return window from delivery for unused items in original condition and packaging.

2) Eligibility (Non-Perishable)

To be eligible for a return within 30 days, items must be:

  • Unused and in original condition
  • In the original packaging (manuals, tags, accessories)
  • Accompanied by proof of purchase (order confirmation or packing slip)

3) How to Initiate a Return (RMA)

  1. Contact us: Email support@seah.co with your order number and reason for return.
  2. Authorization: If eligible, we’ll issue a Return Authorization (RA) number and instructions.
  3. Pack securely: Repack the item with all original components.
  4. Label clearly: Write the RA number on the outside of the package.
  5. Ship with tracking: Use a trackable service. Return shipping is the customer’s responsibility unless the item is defective or sent in error.

Return Address: 7870 Margaux Pl, Rancho Cucamonga, CA 91739, United States.

4) Live Plants — DOA / Quality Claims

We take great care packing live plants. If your plants arrive significantly damaged or dead on arrival (DOA), follow these steps within 48 hours of delivery:

  1. Email support@seah.co with subject “DOA Claim – Order #XXXXX”.
  2. Attach clear photos of:
    • The plant(s) out of the box
    • All internal packing materials
    • Outer shipping box & shipping label
  3. Provide a brief description of the issue.

Resolution: Upon verification, we’ll offer a replacement (subject to availability) or a refund for the affected item(s). Shipping fees are refundable only if the issue is caused by us or the carrier.

Important seasonal terms:

  • Winter (Nov–Mar): If destination or transit temperatures are at/near freezing, please add a heat pack at checkout. Orders placed without a heat pack during cold conditions are not covered for cold damage.
  • Extreme heat: In heat waves, we may hold your shipment until temperatures normalize. We’ll notify you if we place a hold.
  • Natural cosmetic imperfections and minor soil disturbance are normal and not considered DOA.

5) Refunds

  • After we receive and inspect your return (or approve a DOA claim), we’ll email you the outcome.
  • If approved, refunds are issued to the original payment method within 10 business days.
  • Original shipping is non-refundable unless the return is due to our error.
  • Non-defective non-perishable returns may be subject to up to a 10% restocking fee when packaging is opened or not in resale condition (we try to avoid this where possible).

6) Exchanges

We accept exchanges for non-perishable items within 30 days under the same eligibility rules. For live plants, exchanges are handled as DOA claims when applicable.

How to request: Email support@seah.co with the order number and exchange details. Ship the original item back using the RMA steps above. Once inspected/approved, we’ll ship the replacement at no additional outbound shipping cost. Return shipping is the customer’s responsibility unless the exchange is due to our error.

7) Cancellations

You may cancel your order within 12 hours of purchase for a full refund, provided it hasn’t shipped yet (see our Cancellation Policy). After shipment, please follow the return procedures.

8) Non-Refundable Items

  • Used or opened items (unless defective)
  • Personalized/custom-made items
  • Gift cards or items marked “final sale”
  • Live plants for change-of-mind returns

9) Address Issues, Refusals & Undeliverable Packages

  • Incorrect/insufficient address: We are not responsible for delays or loss due to an address provided incorrectly at checkout.
  • Refused/undeliverable packages: If a parcel is returned to us, we can reship (additional postage applies) or refund the item subtotal minus original shipping once the item is safely received and inspected.
  • After shipment: We cannot change the address. Contact the carrier to request a hold or intercept.

10) Our Support

  • Hours: Mon–Fri, 9:00 AM – 5:00 PM (PST)
  • Phone: +1 (626)-999-1314
  • Email: support@seah.co
  • Address: 7870 Margaux Pl, Rancho Cucamonga, CA 91739, United States

We appreciate your trust in our nursery. If anything isn’t right, reach out—we’ll do our best to help. 🌱