This policy covers customer-requested cancellations, fulfilment issues and plant support. It does not limit mandatory rights applicable to your purchase.
Visible arrival issues
Inspect all deliveries promptly. Report visible damage, missing items or incorrect items within 24 hours of delivery using our contact form. Include the order number and photographs of the complete delivery, labels, packaging and affected items.
The 24-hour reporting period helps us assess products while their arrival condition can be documented. It does not exclude latent defects or mandatory rights.
For a substantiated fulfilment or arrival problem, we will arrange a replacement where suitable stock is available. If replacement stock is unavailable, we will refund the affected item and applicable related delivery charges. Peonywow covers shipping for an approved replacement. If a replacement would not meet an agreed time-sensitive flower order or cannot be provided within agreed timing, we will discuss the appropriate refund or other agreed remedy.
After planting
We do not provide an additional guarantee of survival or flowering after planting. Establishment depends on planting depth, drainage, weather, storage and aftercare. This does not remove our responsibility for substantiated fulfilment errors or defective supplied plants, or remedies required by law. First-season flowering is not promised.
Bare-root pre-order cancellations
For unshipped seasonal bare-root pre-orders, the following customer-requested cancellation schedule applies in the relevant fulfilment year:
- Requests received before July 1: 75% of the cancelled product amount is refunded; a 25% cancellation charge applies.
- Requests received July 1 through August 31: 60% of the cancelled product amount is refunded; a 40% cancellation charge applies.
- Requests received September 1 onward: discretionary cancellations are not accepted.
Dates are based on local time in Illinois, America/Chicago. Charges apply to the cancelled product amount after applicable discounts. Unused shipping charges are refunded; taxes are adjusted according to the refund and applicable tax treatment. For partial cancellations, any shipping cost retained must relate to the items still being supplied.
This schedule does not apply to an item we cannot supply, cancellation remedies for a shipping delay, or substantiated incorrect or defective deliveries. It does not override mandatory rights.
Potted plants and fresh cut flowers
Unshipped potted plant orders may be cancelled for a full refund before order preparation begins. Fresh cut flower orders may be cancelled for a full refund before flowers are cut or procured for the order. Once those stages have begun, discretionary cancellation is not accepted. Contact us promptly to check the preparation status. Fulfilment issues and mandatory remedies remain covered separately.
Unavailable items and substitutions
We will not substitute another variety without your agreement. If an item cannot be supplied and no substitution is agreed, we refund that item and applicable related charges without a customer cancellation deduction.
Returns and refunds
Contact us before returning any goods. We will explain whether a return is appropriate and provide the authorised address and handling instructions. Refunds are made to the original payment method, within applicable required timeframes. Payment providers may need additional time to display the credit.