Refund and Return Policy

At KimThai Garden, we want every tree and plant to arrive healthy and thrive in your home. If something is not right, our return process is designed to be simple and fair.

A. Return Window

You have 30 calendar days from the date your package is delivered to request a return. Requests received after this period may not be honored.

B. Eligibility Requirements

General Products (Pots, Soil, Tools, and Accessories)

To qualify for a return, the item must be:

Unused and undamaged — no signs of use, scratches, soil residue, or water marks
In its original packaging — box, wrap, and any included materials must be intact
All original tags, labels, and inserts must be attached

Live Trees, Plants, and Herbs

All live plants — including potted citrus trees, tropical fruit trees, flowering plants, and herbs — are eligible for return under the same 30-day window. The plant must be in substantially the same condition as when it was received, meaning:

It has not been repotted into a different container
It has not been heavily pruned or cut back
The root system has not been removed from the grower pot
It has not been exposed to conditions that caused irreversible damage beyond normal transit stress

Natural variations do not affect eligibility. Differences in fruit count, leaf density, color, height within the stated range, or growth pattern are normal characteristics of living organisms and are not grounds for return denial.

C. Items That Cannot Be Returned

Category	Reason
Items returned after the 30-day window	Policy deadline
Items returned without original packaging	Cannot be restored to sellable condition
Items that have been repotted, heavily pruned, or substantially altered	Substantially different from received condition
Gift cards (if applicable)	Non-refundable per standard practice
Items marked "Final Sale" at purchase	Clearly disclosed at checkout

D. How to Start a Return

Contact us at info@kimthaigarden.com or call +1 (323) 388-3871. Include your order number and the reason for your return.
If the item arrived damaged, diseased, or is not what you ordered, attach clear photographs of the product and its outer packaging.
Our team will review your request and, once approved, send you a prepaid return-shipping label and written packing instructions.
Pack the item securely — for live plants, keep the tree in its original grower pot with soil intact. Ship using the label provided.
Retain your tracking number until the return is confirmed as received.

Important: Returns sent without prior authorization from KimThai Garden may not be accepted and could be returned to the sender at the customer's expense.

E. Damaged, Diseased, or Incorrect Items

If you receive a tree or plant that arrived broken, diseased, severely stressed beyond normal transit recovery, or is not the item you ordered:

Contact us within 48 hours of delivery at info@kimthaigarden.com.
Include your order number, a written description of the issue, and photographs of both the plant and its packaging.
We will send a prepaid return label at no cost to you.
Once we receive and inspect the item, we will offer your choice of a replacement plant or a full refund, including original shipping charges.

F. Free Return Shipping

KimThai Garden covers 100% of return-shipping costs. Once your return is authorized, a prepaid shipping label will be provided at no charge. No restocking fees are applied.

G. Exchanges

If you would like a different species, size, or product, contact us at info@kimthaigarden.com within 30 days of delivery. We will confirm availability and guide you through the exchange process. A prepaid return label will be provided for the original item.

If the replacement item is of equal value, no additional payment is needed. If it costs more, we will provide a secure payment link for the difference. If it costs less, the balance will be refunded to your original payment method.

H. Refund Processing

After we receive and inspect your returned item:

We will notify you of the outcome within 2–3 business days.
Approved refunds will be credited to your original payment method within 10 business days of approval.
Your bank or card issuer may require an additional 5–10 business days to post the credit to your account.

I. Partial Returns and Shipping Recalculation

If your original order qualified for free shipping and you return only some items from the order, the remaining items may no longer meet the free-shipping threshold. In such cases, we may deduct the standard shipping cost from your refund.

J. Order Cancellation

You may cancel your order within 2 hours of placement, provided it has not yet shipped.
Contact us at info@kimthaigarden.com or +1 (323) 388-3871 with your order number.
Once an order has shipped, it cannot be cancelled — you will need to follow the return process above.
If we cancel an order after payment has been collected, a full refund will be issued within 10 business days.