Effective Date: January 1, 2026
This Returns & Refunds Policy governs refunds, returns, credits, and order cancellations for products and services purchased from Pennate. This policy applies in addition to Pennate’s Terms of Service and other applicable policies.
General Policy
Due to the nature of Pennate’s services and products, all sales are considered final unless explicitly stated otherwise in writing.
Refund eligibility depends on the type of product or service purchased and the circumstances of the request.
Live Plant Material & Perishable Goods
Live plants, plant kits, and other perishable goods are non-returnable and non-refundable.
Plant health, appearance, and performance are affected by environmental conditions beyond Pennate’s control, including weather, handling, placement, watering, soil conditions, and maintenance practices.
Refunds or replacements will not be issued for plant loss, decline, or dissatisfaction after delivery.
Delivery & Shipping Fees
Delivery, shipping, and handling fees are non-refundable once services have been scheduled or fulfilled.
Failed deliveries resulting from access limitations, incorrect information, gated community restrictions, or customer unavailability are not eligible for refunds.
Services
Fees for services, including consulting, diagnostics, design, and site visits, are non-refundable once the service has been performed or the scheduled time has been reserved.
Cancellations or rescheduling requests are governed by Pennate’s Scheduling & Cancellation Policy.
Dissatisfaction with professional judgment, recommendations, or outcomes does not constitute grounds for a refund.
Digital Products & Tools
Digital products, subscriptions, downloads, and access to digital tools (including Pennate Canvas and Stock by Pennate) are non-refundable once access has been granted.
Pennate does not offer refunds for unused time, partial usage, or perceived lack of results from digital tools.
Order Errors & Damaged Goods
If an error or damage attributable solely to Pennate occurs, the customer must notify Pennate within 24 hours of delivery with clear photographic documentation.
At Pennate’s discretion, the issue may be addressed through replacement, store credit, or other reasonable resolution.
Issues resulting from weather exposure, theft, delayed inspection, or post-delivery handling are not eligible for refunds or replacements.
Chargebacks & Disputes
Customers agree to contact Pennate directly to resolve any billing concerns prior to initiating chargebacks or payment disputes.
Unauthorized chargebacks may result in suspension of services and recovery of associated fees.
Policy Enforcement
Pennate reserves the right to deny refunds, returns, or credits that do not comply with this policy.
Abuse of refund requests, chargebacks, or dispute processes may result in refusal of future service.
Governing Terms
This Returns & Refunds Policy is incorporated by reference into Pennate’s Terms of Service. In the event of a conflict, this policy governs returns and refunds.