Return Policy

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At Kneesourinse, we take great pride in the quality of our indoor plants and want you to be completely satisfied with your purchase. We understand that plants are living organisms that require special care, and we have developed this Return Policy to address the unique nature of our products while ensuring your satisfaction.

1. Our Satisfaction Guarantee

We stand behind the quality of every plant we sell. If your plant arrives damaged, unhealthy, or significantly different from its description, we are committed to making it right. Our goal is to ensure that every customer receives healthy, beautiful plants that meet their expectations.

We understand that receiving a plant in less than perfect condition can be disappointing. That is why we have established clear guidelines and procedures to address any issues promptly and fairly. Your satisfaction is our priority, and we will work with you to resolve any concerns about your purchase.

Please note that plants are living organisms that may experience some stress during shipping. Minor leaf damage, dropped leaves, or temporary wilting upon arrival is normal and typically resolves with proper care. We distinguish between shipping stress, which is temporary and expected, and genuine quality issues that warrant a return or replacement.

2. Eligibility for Returns

2.1 Conditions for Return

You may be eligible for a return, refund, or replacement if:

• Your plant arrives dead or severely damaged beyond normal shipping stress
• The plant received is significantly different from the product description or images
• You received the wrong plant or incorrect order
• The plant shows signs of disease or pest infestation upon arrival
• Packaging was damaged during shipping resulting in plant damage
• The plant does not match the size or specification ordered

2.2 Time Frame for Reporting Issues

To be eligible for a return or replacement, you must contact us within 48 hours of receiving your order. This time frame allows us to assess whether any issues are related to shipping or our fulfillment process rather than care after delivery.

When reporting an issue, please provide clear photographs of the plant showing the problem, as well as photos of the packaging and shipping label. This documentation helps us process your claim quickly and improves our quality control processes.

Claims submitted after 48 hours will be evaluated on a case-by-case basis. We may request additional information or documentation to assess claims submitted outside the standard time frame.

3. Non-Returnable Items

Due to the perishable nature of our products, certain items and situations are not eligible for return or refund:

• Plants that have been repotted, pruned, or modified after delivery
• Plants showing decline due to improper care, environmental conditions, or neglect
• Damage caused by pets, children, or accidents after delivery
• Minor cosmetic imperfections that do not affect the overall health of the plant
• Natural variations in plant appearance, including leaf color, size, or pattern
• Plants that have been exposed to extreme temperatures after delivery
• Accessories, pots, and non-plant items unless defective
• Plants purchased during special sales or clearance events, unless otherwise noted
• Gift cards or promotional credits

4. Return Process

4.1 Initiating a Return

To initiate a return or report an issue with your order, please contact our customer service team within the 48-hour window. You can reach us through the following methods:

• Email: welcome@kneesourinse.world
• Phone: +1 919-917-7030
• Contact form on our website

When contacting us, please include your order number, a description of the issue, and clear photographs showing the condition of the plant and packaging. The more information you provide, the faster we can process your claim.

4.2 Required Documentation

To process your return request, we require the following documentation:

• Your order confirmation number
• Clear photographs of the plant showing the issue from multiple angles
• Photos of the original packaging, including the shipping box and any protective materials
• A photo of the shipping label
• A brief description of the issue and when you first noticed it

4.3 Review and Resolution

Once we receive your return request and documentation, our team will review the information within 1-2 business days. We will contact you with our assessment and proposed resolution, which may include a replacement plant, store credit, or refund depending on the circumstances.

In most cases, we do not require you to return damaged or dead plants. This helps reduce the stress on plants and eliminates unnecessary shipping. However, in some cases, we may request that you return the plant or provide additional documentation before processing your claim.

5. Refund Options

5.1 Replacement Plants

Our preferred resolution for quality issues is to send you a replacement plant. We will ship a new plant at no additional cost to you, using the same or expedited shipping method to ensure it arrives in optimal condition.

Replacement plants are subject to availability. If the original plant is out of stock, we will offer you the choice of a similar plant of equal value, store credit, or a refund.

5.2 Store Credit

Store credit is issued for the full value of the affected item, including any shipping costs if the entire order was affected. Store credit never expires and can be applied to any future purchase on our website.

5.3 Monetary Refunds

Refunds are processed to the original payment method used for the purchase. Please allow 5-10 business days for the refund to appear in your account, depending on your financial institution. Refund processing times may vary based on your payment method and bank policies.

Shipping costs are refundable only if the entire order was affected by quality issues or if we made an error in fulfillment. Partial refunds may be issued for orders where only some items were affected.

6. Shipping Damage Claims

If your package arrives with visible damage to the exterior shipping box, we recommend the following steps:

• Document the damage by taking photos before opening the package
• Carefully open the package and photograph the contents and interior packaging
• If the plant is damaged, do not discard any packaging materials
• Contact us immediately with photos and your order information
• Keep all packaging materials until your claim is resolved

We work closely with our shipping carriers to file claims for damaged packages. Your documentation helps us recover costs and improve our packaging to prevent future issues.

7. Order Cancellations

You may cancel your order for a full refund if it has not yet been shipped. Once an order is shipped, it cannot be cancelled and must be handled through our return process if there are any issues upon delivery.

To cancel an order, contact us as soon as possible with your order number. We process orders quickly, so prompt communication is important if you need to make changes or cancel.

8. Exchanges

We do not offer direct exchanges at this time. If you would like a different plant than what you ordered, please contact us to arrange a return for the original item and place a new order for your desired plant.

In cases where we send a replacement for a damaged plant, we will send the same variety unless it is unavailable, in which case we will contact you to discuss alternatives.

9. Exceptions and Special Circumstances

We understand that every situation is unique, and we reserve the right to make exceptions to this policy at our discretion. Factors we may consider include:

• Customer history and previous interactions with our company
• Severity and nature of the issue reported
• Timeliness and completeness of the claim documentation
• Shipping conditions and carrier performance
• Product availability and replacement options

10. Contact Us

If you have any questions about our Return Policy or need assistance with a return, please contact us:

Kneesourinse
714 W Peace St, Raleigh, NC 27605, USA
Phone: +1 919-917-7030
Email: welcome@kneesourinse.world

Our customer service team is available Monday through Friday, 9AM to 6PM, and Saturday, 10AM to 4PM Eastern Time. We are committed to responding to all inquiries within one business day.