Refund policy

Return & Refund Policy
At Potifiv, we want you to love what arrives. Below is the summary — full details, timelines, and exclusions are on our Warranty & Return page (potifiv.com/pages/warranty-return).

Return window — Request a return within 14 days of delivery. Items must be unopened, uninstalled, and in original condition with all packaging and hardware. Requests after this window cannot be accepted.

Damaged, defective, or wrong item — Contact support@potifiv.com within 7 days of delivery with photos of the damage, box, and packaging. We'll replace or refund — no return needed if the item is under $20 or where return shipping is unsafe (e.g., broken glass).

Change of mind — Non-defective returns requested within 14 days carry a $25 repatriation fee covering the return label, inspection, repackaging, and re-dispatch; original shipping is non-refundable. The item must be returned in its original Potifiv packaging, placed inside a separate outer shipping box for protection in transit. We email you a prepaid return label to print and a return authorization slip to enclose inside the box — both are required. Items returned loose, without original packaging, used, or damaged in return transit may be refused or refunded only in part.

How to start — Email support@potifiv.com with your order number, item(s), reason, and photos. We respond within 5–7 business days with a return authorization (RMA), a prepaid return label to print, and the authorization slip to place inside your package. Pack the specimen in its original packaging inside a protective outer box, attach the printed label, enclose the slip, and drop it at any UPS location. Returns without an approved RMA can't be accepted.

Returns & refunds — Returns are processed through Amazon, our fulfillment partner. Each return is inspected at the fulfillment center, and the center's resellability assessment is final; if the specimen is not received in resellable condition, the refund may be reduced or declined. Approved refunds process within 5–7 business days (banks may add 3–10 days).

EU, EEA & UK consumers — If you are a consumer resident in the EU, EEA, or UK, you have a statutory 14-day right of withdrawal that overrides the change-of-mind terms above: no repatriation fee applies and your standard outbound shipping is refundable. You are responsible for the cost of returning the goods, and we may deduct from your refund for any diminished value from handling beyond what is needed to inspect the item. See potifiv.com/pages/withdrawal.

Non-returnable — Planted/watered/used items; items with soil, water staining, or plant material; gift cards; "Final Sale" items.

Questions — support@potifiv.com