Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note all plants are NOT eligible for returns.
However, if you receive an obviously unhealthy or even dead plant, please take a picture of your purchase, and contact us immediately. We will handle your case and issue a refund if applicable. Plant damage due to unexpected shipping delay (e.g., Canada Post strikes, unexpected weather condition, buyer's unavailability for delivery) will not qualify for a refund.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@byharley.ca
Sale items (if applicable)
Only regular-priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@byharley.ca.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please email us at info@byharley.ca. On the subject line, indicate “return address requested.”
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We do our best to make sure our product pictures and descriptions are as accurate as possible. However, due to the nature of plants, it is normal to observe slight differences between the products in the display pictures and the ones you would receive. Please be assured that we do our best to guarantee the health and quality of our plants being delivered to you.
For planters, due to the nature of handmade products, it is normal to observe slight differences between the actual items you would receive and the ones advertised on our website. These include but are not limited to slight differences in colours, patterns, shapes, dimensions, and weights.
For planter purchasers
There can be a very tiny amount of defect on the products, such as slightly asymmetric shapes, naturally imperfect colouring, tiny bubbles, spots, and cracks on the bottom, which do not affect the product's usability and aesthetics. Thus these expected imperfections are not considered as damage or major defects of the products. We do our best to ensure the quality of our products, but up to a small amount of imperfection should be expected as all of our planters are handmade by Harley's, unless stated otherwise. Should you have any concern regarding these, please refrain from ordering from us.
Please read the product descriptions carefully, especially those regarding the product dimensions, as some of our planters may turn out to be smaller than your imagination. We do not accept returns/exchanges of those products which are consistent with our online description.
For plant purchases
Please note all plants are shipped bare root without soil,
US residents, please contact us for further information.
We will only ship Monday-Wednesday to minimize the possibility of the plant(s) being stuck in a warehouse over the weekend.
Plants are only shipped during the Spring-Fall season with some exception during colder months.
Pickup is available, please email us at sales@byharley.ca to make arrangements.
Upon receiving your plants, unpack immediately to minimize the transportation shock which is common among shipped plants. Although succulents are generally very drought tolerant, depending on the delivery method and the traveling distance, they can still appear a bit dried out. In this case, please first inspect your plants to check if there is any dark spot on the leaves and remove those leaves immediately. After potting, water gently until they appear to be settled down in your new home.
If your plants arrived dead or severely damaged, please do not hesitate to contact us. We will review your case and if it is not due to any uncontrollable and unexpected shipping delays (such as post office going on strikes, uncontrollable weather conditions, or buyer's unavailability for delivery), we will issue a refund or a replacement order for you.
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