Guarantee & Return Policy
The Phoenix Perennials guarantee is based on the premise of mutual responsibility for the plants that we, both the nursery and the customer, are caring for. We wish for you every gardening success and will do our best to provide you with the highest quality plants that are true to name. We balance this with the customer’s responsibility to provide appropriate care for their plants and, when they have questions, to either ask our advice or research for themselves from other reputable sources of garden information.
We guarantee against all factors within our control for a period of three months from the date of purchase.
We do not guarantee our plants against factors out of our control such as adverse weather or soil conditions, winter damage or mortality, under or over watering, bouts of zonal denial where plants are planted outside their hardiness zones, marauding and hungry garden creatures, or inadequate care on the part of the gardener.
Exceptions: At Phoenix Perennials, we carry many specialty and unusual plants of a more expert nature. These include but are not limited to Arisaema, hardy ground orchids, Meconopsis, and other rare plants. When purchasing these plants, the customer is expected to research and understand their cultivation and to ask for advice to enhance their success. These plants may not be guaranteed.
By purchasing plants from Phoenix Perennials, the customer agrees to our Guarantee and Return Policy. We cannot be held liable for any amount greater than the purchase price of the plant in question.
Local Customers
If there is a problem with your plant at the time of purchase, that problem will most likely manifest itself within the first three months after purchase. We are happy to replace plants up to three months from purchase with receipt if their demise seems potentially related to the original health of the plants when purchased or at least not directly attributable to conditions beyond our control. We are not obliged to replace a plant if the likely cause(s) of their demise are conditions beyond our control. However, we will endeavour to provide you with advice to avoid such challenges in the future.
If you are concerned about the health of a plant, please contact us right away. Do not dig up the plant and bring it back. Email us first with a description of the issue and some photographs illustrating your concerns. Often we can diagnose and devise a solution over email.
Return policy for local customers: Plants may be returned up to seven days after purchase with your receipt as long as you live outside of a Japanese beetle quarantine zone. If you live within one of these zones, we cannot accept any returns of plant material. For returns we are happy to offer either a trade for another plant or a credit at the nursery. We do not give refunds. Plants must be in the same condition as when they were purchased.
Mail Order Customers
While we strive to pack your plants as carefully as possible, we cannot guarantee that every plant will arrive in perfect condition. After all, plants have not evolved to appreciate dark boxes and long distance travel. Surprisingly, most plants will arrive in great condition. Others can show some jet lag but will perk up after a few weeks. Other plants may have more damage that we may need to evaluate over time before we can devise a resolution. A few plants, though not many, will obviously have given up the ghost.
Our mail order guarantee is that you will receive plants that will, in the short to medium term, grow into beautiful plants. Essentially we are guaranteeing healthy root systems and stems that will flush into beautiful plants. Damaged foliage and some minor breakage of stems, therefore, does not qualify for replacement, credit, or refund.
Please note that, since we ship plants throughout the gardening season, you may receive plants at different points in their life cycles including plants that are dormant or semi-dormant at the time of shipping. We will endeavour to provide information about these particular plants in your shipping paperwork. However, we are also happy to answer any questions by email once you’ve received your plants. Also, since we grow our plants in coastal BC, the plants you receive may be at different points in their life cycles than what you would expect for the same time of year in your region.
If you have any questions or concerns about your shipment, you must email us within 3 days of receipt of your plants. Please include some digital photos that clearly illustrate your concerns so we can understand and diagnose the problem and devise an effective solution.
Depending on your particular situation, the solution is often care advice followed by a period of monitoring and reporting back to us at a later date. Many plants will revive quite nicely given time. Should the plant be alive but we feel it will require a long period to recover, we will usually offer a credit towards a future purchase. Should the plant not survive, we will usually offer a credit or a refund. In the rare case that we ship the wrong plant, we will offer a credit but not a refund.
We do not refund the cost of shipping just as we do not reimburse a customer for their time and gas money if they need to return to the nursery with an ailing plant. Due to the cost of shipping, we are rarely able to send a replacement plant though this is sometimes possible if we can include it with a future shipment to you.
If you do not contact us within 3 days then a problem that could have been corrected becomes one that is beyond our control and responsibility. However, if you encounter problems beyond this 3 day period that could be related to a cultural factor originating at the nursery, we will guarantee against such problems. Please contact us. We want you to be successful and happy with your plants.
We do not accept returns of mail ordered plants.
