Warranty & Return

Warranty & Return

Every Potifiv specimen is built to arrive intact and perform for years. If something isn't right, here's how we'll make it right.

Return window

14 days from delivery. Requests 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, original packaging, and shipping label

We'll respond within 5–7 business days with a return authorization (RMA), a prepaid return label to print, and a return authorization slip. Returns sent without authorization cannot be accepted or refunded.

How to pack and send your return

  1. Repack the specimen in its original Potifiv packaging — dome, base, hardware, and inserts as received.
  2. Place that box inside a separate outer shipping box to protect it in transit. Do not ship the product box on its own.
  3. Print the prepaid label and attach it to the outer box.
  4. Enclose the return authorization slip inside the box — the fulfillment center needs it to process your return.
  5. Drop the package at any UPS location.

Specimens returned loose, without their original packaging, or damaged in return transit may be refused or refunded only in part.

Damaged in transit, defective, or wrong item

If your specimen arrives cracked, chipped, broken, or missing components (chains, cords, hardware, stoppers, lids), 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 (e.g., broken glass). For higher-value damaged items, we'll provide a prepaid return label.

Change of mind / no longer wanted

Specimens returned for change of mind must be unopened, uninstalled, and in original dispatch condition — all packaging, hardware, and care cards intact, in the original Potifiv box, inside a protective outer shipping box. No soil. No water. No signs of use. Because your refund depends on the fulfillment center receiving the specimen in resellable condition, proper repackaging matters: items that arrive loose or damaged may be refused or only partially refunded.

A $25 repatriation fee applies to cover the return label, inspection, repackaging, and re-dispatch processing. Original shipping fees are non-refundable.

EU, EEA & UK consumers — statutory right of withdrawal

If you are a consumer resident in the European Union, European Economic Area, or United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of delivery without giving a reason. This right overrides the change-of-mind terms above: the $25 repatriation fee does not apply, and your standard outbound shipping is refundable. You are responsible for the direct cost of returning the goods. We may deduct from your refund for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the item — for example soil, water, or plant material added to the specimen, installation or mounting marks, scratches from use, or original packaging that is missing or destroyed. To exercise this right, use our Right of Withdrawal form.

Where returns are sent

Returns are processed through Amazon, our fulfillment partner. The label we issue directs your package to the correct fulfillment center. Once received, the item is inspected at the Amazon fulfillment center, and the fulfillment center's inspection outcome is final — if the specimen is found not to be in resellable condition, the refund may be reduced or declined. We'll notify you of the outcome.

Non-returnable items

Final sale. No exceptions:

  • Items that have been planted, watered, or used
  • Items showing soil residue, water staining, plant material, or signs of installation
  • Gift cards
  • Items marked "Final Sale"

Refund processing

Once received and inspected, refunds process within 5–7 business days to your original payment method. Allow an additional 3–10 business days for your bank to post it. For approved no-return refunds, processing begins within 3 business days of approval.

Exchanges

We don't process direct exchanges. Request a refund for the original item and place a new order for the replacement.

Buy with Prime Orders

Some Buy with Prime orders are eligible for return. Click here to start the return process. For more information, see About Our Returns Policies.