Refund policy

At Victory Nursery, our goal is for every customer to be completely satisfied with their purchase. Plants are living products, and while we take great care in growing, handling, and delivery, we understand that occasional issues may arise. If anything is not to your satisfaction, please let us know — we will work with you to make it right.

If you experience any problem with the plants you received, please contact us by phone, email, text, or WeChat within 48 hours of delivery.

Returns & Exchanges Policy

Live Plants & Trees

  • Within 7 days of delivery – If you are not completely satisfied, you may return or exchange the plant in its original pot and soil at no cost.

  • Within 30 days of delivery – Returns or exchanges are accepted in original pot and soil, but a 30% restocking fee applies.

  • After 30 days – Returns are no longer accepted.

Non-Plant Items

  • Unused non-plant items (e.g., pots, tools, accessories) may be returned within 7 days of delivery, provided they are in original, unused condition.

  • Return shipping costs are the customer’s responsibility unless otherwise agreed upon.

Non-Returnable Items

The following items or situations do not qualify for returns or exchanges:

  • Clearance items, discounted products, or final sale items

  • Annuals / ground covers

  • Indoor plants / tropical plants

  • Special-order or custom plants

  • Plants that have already been planted or transplanted

  • Plants damaged due to neglect, improper care, or environmental conditions (e.g., incorrect planting, under/overwatering, soil/drainage issues, extreme weather, transplant shock, etc.)

Local Delivery Only

Victory Nursery currently offers local delivery only within the San Francisco Bay Area. Orders placed for delivery outside our service area may be canceled before shipment.

Garden Design Services (Custom Services)

  • Payment made, service not started – Full refund.
  • Initial draft delivered, customer dissatisfied – 50% of the fee is refunded.

Additional Notes

  • The design will be executed based on mutually agreed-upon details. Changes of mind or forgotten discussions on the customer’s part do not constitute design errors.

  • One free round of revisions is included, covering up to 5 adjustment points. Additional revisions beyond that will be billed separately.

Our Commitment

We believe trust is built through transparency and communication. While we cannot guarantee the long-term survival of live plants, we stand behind the quality of what we deliver and will always handle any concerns fairly and professionally.

If you have any questions before purchasing, or need help choosing the right plants for your space, our team is always happy to assist you.