Refund policy

This Refund Policy explains when and how The Small Plot issues refunds, and how to send something back. It applies to every order placed on thesmallplot.com.

When you are entitled to a refund

  • Change of mind. Request a return within 30 days of delivery. Once it arrives back unused and in original packaging, we refund the item price in full. Shaping and bending stems does not count as use.
  • Damaged, faulty or incorrect item. Send a photo within 7 days of delivery. We refund in full including original shipping, or send a replacement. No return needed, no return postage.
  • Item never arrived. If tracking shows no movement for 15 business days after dispatch, or a parcel is marked delivered but you did not receive it, contact us within 7 days. We refund or reship at our cost after a carrier investigation.
  • Order cancelled before dispatch. Cancel within 12 hours of ordering and we refund 100% of what you paid, including shipping.

How to start a return

  1. Email support@thesmallplot.com with your order number and what you would like to return.
  2. We reply within one business day with a return address and instructions.
  3. You ship it back. Once it arrives we inspect it within 2 business days and issue your refund within 3 business days of approval.

Returns are by mail only. We do not operate retail premises and there is no drop-off location. Please do not send anything back before requesting a return, because unannounced parcels cannot be matched to an order. Our registered address is not a returns address.

Shaping is not use

Bending stems, fluffing plumes and setting fronds is what these products are designed for, and doing it does not affect your right to return. Put the piece back in its box roughly as it arrived and that is fine.

Who pays return postage

  • We pay when the item is damaged, faulty, incorrect, or never arrived.
  • You pay on change-of-mind returns. We do not charge a restocking fee.

Damaged, faulty or incorrect

Email a photo within 7 days of delivery. We replace the item or refund you in full, including original shipping. You do not need to return it and you do not pay return postage. This covers ceramic pots that arrive cracked and stems that arrive genuinely crushed or snapped rather than simply compressed.

How refunds are issued

Refunds go back to the original payment method used at checkout. We cannot refund to a different card, a different account, store credit or by bank transfer, because the payment processor requires the reversal to follow the original transaction.

Refund timing

  • We inspect the returned item within 2 business days of it arriving.
  • We issue the refund within 3 business days of approval.
  • Your bank typically posts the funds 3–5 business days after that.

You get an automatic email the moment the refund is issued. If more than 10 business days have passed since that email and you still cannot see the money, contact your bank first, then contact us.

Shipping costs

  • Original shipping is refunded when the fault is ours, and when you cancel before dispatch.
  • Original shipping is not refunded on change-of-mind returns.
  • Return postage on change-of-mind returns is paid by you. We do not charge a restocking fee.

Partial refunds

We may issue a partial refund where an item comes back outside the 30-day window by agreement, or with missing parts, or with damage not caused by us or the carrier. We always contact you before issuing a partial refund rather than doing it silently.

What we cannot accept back

  • Stems that have been trimmed or cut. Once a wire core is cut the piece cannot be resold, so trimmed stems are final. Bend and test-fit before you reach for the cutters.
  • Items that have been planted into, glued, painted or otherwise altered
  • Items that have been used outdoors, where stated as indoor only
  • Items marked final sale at the time of purchase
  • Gift cards
  • Anything past 30 days without prior agreement
  • Anything returned without an approved return request

Sale items

Discounted items are refundable on the same terms as full-price items. The refund is the amount actually paid, not the full retail price.

Exchanges

We do not swap items in place, because holding stock against an inbound parcel means the item you want may sell in the meantime. The reliable route is a refund plus a fresh order. If you would rather have a direct exchange, say so and we will arrange it, but expect an extra 5–10 business days.

Cancelling an order

Email within 12 hours of ordering and we cancel and refund 100%, including shipping. After that the order is usually already packed, and it becomes a return.

Chargebacks

If something has gone wrong, contact us before filing a chargeback. We can almost always resolve it faster than your bank can, and a chargeback freezes the order for weeks while it is investigated.

Your statutory rights

Nothing in this policy limits the rights you have under applicable consumer law, including rights relating to goods that are faulty or not as described.

Contact us

The Small Plot — a brand of Scale Media LLC
1621 Central Ave, Cheyenne, WY 82001, United States
Email: support@thesmallplot.com
Phone: +1 (870) 345-0042
Support hours: Monday to Friday, 9:00am–5:00pm Eastern Time. We reply within one business day.