PALMSTREET REFUND/RETURN POLICY
Sellers are encouraged to establish their own refund/return policies. Palmstreet will support sellers’ policies if they are reasonable and are clearly communicated in the seller’s shop guidelines. Sellers may also include restocking fees at their discretion. Refund requests should always be first directed to the seller.
In the absence of a seller-provided refund/return policy, Palmstreet's refund policy will be applied to orders.
1. Product Condition & Quality
- Sellers must ship accurately represented products
- Buyers may request refunds for: Active pest infestations Products significantly different from listing photo or description
- Minor cosmetic damage during shipping is not eligible for refund
2. Order Issues
- Lost Package: As a buyer or seller, please file a claim through Palmstreet’s Late Delivery Protection program.
- Damaged or Missing Items: Buyers must provide photo and/or video evidence when submitting a claim. Claims must be filed within the timeframe specified by the seller or, if not specified, within the default timeframe set by Palmstreet.
- Wrong Items Shipped: If a seller accidentally ships the wrong item, it is not the buyer’s responsibility to return it. While sellers may request the item be sent back, they should understand that rewrapping and shipping a product can be difficult for the buyer. If the original item was never shipped, the seller is required to either resend the correct item or issue a full refund.
3. Reporting Claims
- Palmstreet Default Reporting Timeframes - issues must be reported within: 4 hours of delivery for animals 24 hours of delivery for plants 48 hours of delivery for all other items
- Photo/video evidence must be provided along with claims
- Photos must show actual product (no AI/borrowed images). Descriptions must include: Accurate size/dimensions Any variations from photos Known imperfections/issues
4. Special Cases
- Tissue Cultures/Nodes/Cuttings: Buyers accept rooting risks
- Variegated Plants: No guarantee of variegation persistence
- Personal preference/buyer’s remorse claims are not accepted
5. Restocking Fees (For Live Animal Orders Only)
Live sellers are often working with limited inventory, unique plants/animals, etc. Restocking fees help to cover administrative costs, lost opportunity for other buyers and reinforce buyer commitment and accountability, especially when multiple people are vying for the same items in real-time.
- Animals: Up to 15% of item price
6. Seller Obligations
- Provide accurate product representation
- Package products safely and securely
- Respond to buyers and Palmstreet Support promptly
7. Buyer Obligations
- Inspect items upon arrival and report issues within required reporting timeframes.
- Document damages with photos
- Read seller shop guidelines/show notes
- Make informed purchase decisions
8. Seller Policy Limitations
While sellers may establish their own refund/return policies, they must maintain certain minimum standards:
Policies cannot completely exclude refunds for items that have:
- Unreasonably delayed shipments (excluding weather-related delays or buyer requested holds)
- Damage/injury beyond reasonable transit wear
- Significantly misrepresented in listings
- Dead on arrival (for live animals)
Palmstreet reserves the right to override seller policies that are deemed unreasonable or unfair to buyers. Palmstreet reserves the right to mediate disputes and make final decisions on refund eligibility. This policy aims to foster a fair marketplace for both buyers and sellers.
