Refund policy

Returns & Refund Policy

At Pause Lavender Farm, we take pride in growing, creating, and carefully packaging every order. If something is not right when your order arrives, please contact us promptly so we can review the issue and determine an appropriate solution.

Customer Support

For questions or assistance, contact us at support@pauselavenderfarm.com.

Please Inspect Your Order

Please inspect your order immediately upon delivery. If your order arrives damaged, incorrect, or incomplete, contact us within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the affected item or plant
  • Clear photographs of the shipping box and packaging

Prompt notification allows us to evaluate the issue, work with the shipping carrier when necessary, and resolve the matter as quickly as possible.

Live Plants

Plants are living products and naturally vary in size, shape, color, and appearance. Minor cosmetic damage, seasonal dormancy, natural leaf loss, and normal variations between plants are not considered defects.

Each plant is inspected before shipment and carefully packaged to protect its roots and top growth during transit.

Do not discard a damaged plant, shipping materials, or packaging until we have reviewed your claim and provided instructions.

Plant Performance and Survival

We cannot guarantee the long-term survival or performance of a plant after delivery. Plant success depends on factors outside our control, including:

  • Planting method and timing
  • Soil type and drainage
  • Watering and ongoing care
  • Temperature and severe weather
  • Winter conditions
  • Wildlife, insects, or disease
  • The suitability of the plant for the customer’s growing zone and location

Customers are responsible for reviewing plant requirements and determining whether a variety is suitable for their location before ordering.

Non-Returnable Items

Because of their living, perishable, hygienic, or custom nature, the following items cannot be returned:

  • Live plants
  • Rooted cuttings
  • Seeds and bulbs
  • Fresh or dried flowers
  • Culinary lavender
  • Food and baked goods
  • Sachets
  • Personal care products
  • Custom or personalized products
  • Special-order products
  • Gift cards

This does not prevent you from contacting us about an item that arrived damaged, incorrect, or otherwise affected by a fulfillment error.

Preorder Cancellations

Spring plant preorders may be canceled for a full refund until 30 days before the scheduled shipping season begins.

Once plants have been selected, prepared, packaged, or scheduled for shipment, the preorder cannot be canceled.

If Pause Lavender Farm is unable to fulfill a preorder, the customer will be offered a suitable replacement, store credit, or a refund for the unavailable item.

Shipping Delays and Carrier Issues

We carefully schedule and package orders to reduce the amount of time plants and perishable products spend in transit. However, delivery dates are estimates and are not guaranteed.

Pause Lavender Farm is not responsible for delays caused by shipping carriers, severe weather, natural disasters, federal holidays, incorrect delivery information, or other circumstances beyond our control.

We will assist customers with qualifying carrier-related claims whenever possible. Customers must provide the requested photographs, packaging, and order information within the required timeframe.

Incorrect or Undeliverable Addresses

Customers are responsible for providing a complete and accurate shipping address. Orders returned, delayed, lost, or damaged because of an incorrect or incomplete address may not qualify for a refund or replacement.

Additional shipping charges may apply if an order must be shipped again.

Approved Replacements, Credits, or Refunds

After reviewing the information provided, we may offer one of the following, depending on the circumstances:

  • A replacement item
  • Store credit
  • A partial refund
  • A full refund

If a return is authorized, we will provide return instructions. Do not return an item without prior approval.

Approved refunds are issued to the original payment method within approximately 10 business days. Your bank or credit card company may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, contact us at support@pauselavenderfarm.com.

Our Commitment

Our goal is for every customer to receive healthy plants and quality products. When a qualifying problem occurs, we will review it carefully and work toward a fair resolution.