Refund policy

Return & Refund Policy

At Potifiv, we craft our terrariums and pendant planters with care, and we want you to love what arrives at your door. If something isn't right, here's how we'll make it right.

Return window

You may request a return within 14 days of delivery. Requests submitted after this window cannot be accepted.

How to start a return

Email [support@potifiv.com] with:

  1. Your order number
  2. The item(s) you'd like to return
  3. The reason for the return
  4. Clear photos (and a short video where applicable) of the item, the original packaging, and the shipping label

We'll respond within 5–7 business days with a Return Merchandise Authorization (RMA) and a return mailing label addressed to our fulfillment partner.

Returns sent without an approved RMA cannot be accepted or refunded.

Damaged in transit, defective, or wrong item

Glass and ceramic items can be fragile. If your terrarium or pendant planter arrives cracked, chipped, broken, or with missing components (chains, cords, hardware, stoppers, lids), please contact us within 7 days of delivery with photos showing:

  • The damage clearly
  • The outer shipping box
  • All packaging materials as received

We'll send a replacement or full refund — no return required if the item value is under $20, or if return shipping is impractical for safety reasons (e.g., broken glass).

For higher-value damaged items, we'll provide a prepaid return label.

Change of mind / no longer wanted

Non-defective returns are accepted within 30 days if:

  • The item is unused, in original condition, with all packaging, hangers, hardware, and care cards included
  • There is no soil, water residue, scratches, or signs of installation/use

A $15 restocking fee applies to cover inspection and handling. Customer pays return shipping for change-of-mind returns. Original shipping fees are non-refundable.

$20 No-Return Refund

For any eligible item with a value under $20, we may issue a full refund or replacement without requiring you to ship the item back, at our discretion. Photo evidence of the issue is still required.

Where returns are sent

Returns are processed through our fulfillment partner (Amazon). The return label we issue will direct your package to the correct Amazon fulfillment center. Once received, the item will be inspected to confirm condition before the refund is finalized.

If the returned item is found to be not in resellable condition (used, planted in, water-damaged, missing parts, or damaged through customer handling), we may issue a partial refund or deny the refund. We will contact you before any final decision.

Non-returnable items

The following are final sale and cannot be returned:

  • Custom or personalized terrariums and planters
  • Items that have been planted, watered, or used
  • Items showing soil residue, water staining, plant material, or signs of installation
  • Live plants or botanical fillers (if included)
  • Gift cards
  • Items marked "Final Sale"
  • Clearance items, unless they arrive damaged or defective

Refund processing

Once your return is received and inspected at the fulfillment center, your refund is processed within 5–7 business days to your original payment method. Banks typically take an additional 3–10 business days to post the refund to your statement.

For approved no-return refunds, processing begins within 2 business days of approval.

Exchanges

We do not process direct exchanges. Please request a refund for the original item and place a new order for the replacement.

Return shipping & insurance

For change-of-mind returns, we recommend a tracked, insured shipping method. Potifiv is not responsible for returns lost or damaged in transit to the fulfillment center.

Questions

Reach our customer care team at [support@potifiv.com].