Return policy

Return Policy

The nursery is committed to providing the highest quality seed and plants. We want you to succeed in establishing your native plants! We guarantee species to be true to name and that plants are healthy and seeds arrive in good condition. 

We cannot guarantee successful growth after planting or seeding. Simply put, there are far too many variables from slugs, human error, seeding timing, to weather patterns that may impact the germination and growth of our plants and seeds. We do guarantee the viability of our seed, but please let us know about any disappointments you experience; we may be able to help. To ensure you prepare your site adequately,  see our Seeding Instructions or Planting from Pot Instructions or contact us directly by phone or email!

To be eligible for a return you will need a receipt or proof of purchase. 

For Potted Plants or Seed purchased in person at the nursery

To start a return, contact us at info@satinflower.ca with details about the plants or seeds you would like to return for exchange or in-store credit and provide the date of purchase. To be eligible for a return you will need a receipt or proof of purchase. Once your request has been assessed, we will contact you within 5 business days to discuss the situation and find a solution together. Items returned to the nursery in person without first requesting a return by email may not be accepted. Be sure to carefully read our FAQ, Seeding Instructions, and Planting from Pot Instructions resources as they answer common customer questions about plant life cycles, germination, seed orders, quantities, potted plant success, and what to expect.

For Seed received by mail

To start a return, you can contact us at info@satinflower.ca with the species you would like to return for exchange or in-store credit and provide the date of purchase. To be eligible for a return you will need a receipt or proof of purchase. Once your request has been assessed, we will contact you within 5 business days to discuss and amend the situation together. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return by email may not be accepted. Be sure to carefully read our FAQ and Seeding Instructions as they answer common customer questions about seed orders, quantities, and germination.

You can always contact us for any return question at info@satinflower.ca

Damage or other issues

For Potted Plants purchased in-person at the nursery

If you hand-selected your potted plants at the nursery, we encourage you to inspect each plant for health and vigour upon pick-up or purchase, and ensure you understand the natural life cycle of the plant (eg. some spring wildflowers growing from a bulb such as Great Camas begin to go dormant in the summer. This can appear as though it is “dying” but in fact is part of it’s natural life cycle). Our friendly and knowledgeable staff are happy to answer any questions you may have. Be sure to carefully read our FAQ and Planting from Pot Instructions resource as they answer common customer questions about plant life cycles, potted plant success, and what to expect.

For Potted Plants ordered online

Please note that pick-up orders will be held for up to 5 business days without additional charge. Orders are held for a maximum of 1 month and are charged a Plant Care Fee of 5% of the invoice total. After 1 month, the plants go back into circulation at the nursery. This is due to plant care requirements as well as having limited space to hold orders. If the plants cannot be picked up within a month, we will provide a credit that can be used to shop at the nursery at a future date. Plant orders will not be assembled a second time. Otherwise, we are happy to provide an estimate and wait for a confirmed date to pull the plants.  All pre-orders require pre-payment. 

For Potted Plants ordered by delivery

Please inspect your order upon receipt and contact us immediately if the item appears defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right as soon as possible. We do our best to ensure the correct species and quantities are delivered to you.  Be sure to carefully read our FAQ and Planting from Pot Instructions resource as they answer common customer questions about plant life cycles, potted plant success, and what to expect.

For Seed

Please inspect your order upon receipt and contact us immediately if the item appears defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right as soon as possible. Be sure to carefully read our FAQ and Seeding Instructions as they answer common customer questions about seed orders, quantities, and germination.

Exceptions / non-returnable items

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

Exchanges or In-Store Credit

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate transaction for the new item. Alternatively, we can offer in-store credit that can be put toward future purchases at the nursery.

Refunds

Once your situation has been assessed, we will discuss/amend the situation together. If approved, you’ll be 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.

You can always contact us for any return question at info@satinflower.ca