At Best Roses Shop, we take as much care in packaging our roses as we do in growing them. We are confident you will be delighted with your purchase of our exquisite Climbing Roses, Grandiflora Roses, Hybrid Tea Roses, and other varieties. However, we understand that sometimes a return or exchange may be necessary. This policy is designed to be as transparent and straightforward as our gardening process.

Our Return & Exchange Promise

We want you to be completely satisfied with your living rose plants. If you are not happy with your purchase for any reason, you may return it for a full refund or exchange within 15 days of receiving your order.

Please Note: Due to the perishable nature of live plants, roses that have been planted or show signs of significant decline due to improper care after delivery cannot be accepted for return or exchange. Our team will assess all returns upon receipt.

How to Initiate a Return or Exchange

To ensure we can process your request efficiently, please follow these steps:

  1. Contact Us: Within 15 days of delivery, please email our customer service team at [email protected]. Use the subject line “Return/Exchange Request” and include your full name and order number.
  2. Provide Details: In your email, please let us know the reason for the return or exchange and whether you are requesting a refund or would like to exchange for another rose variety.
  3. Wait for Instructions: Our team will respond within 2 business days with a Returns Authorization Number and specific shipping instructions. Please do not send any items back without this authorization.
  4. Pack and Ship: Carefully repackage the rose plant in its original packaging if possible. Include a copy of your original order confirmation or a note with your name, order number, and Returns Authorization Number. Ship the package to the address we provide. Please note: original shipping costs are non-refundable.

Refund Timeline & Method

Once we receive and inspect your returned item:

  • Timeline: Your refund will be processed within 5 business days.
  • Method: Funds will be returned to the original method of payment used at the time of purchase (Visa, MasterCard, JCB, or PayPal). Depending on your financial institution, it may take an additional 5-10 business days for the refund to appear on your statement.

For exchanges, we will process the shipment of your new rose variety once the return has been received and approved. Standard shipping charges will apply for the new shipment.

Return/Exchange Request Email Template

To help you get started, here is a template you can use for your request:

Subject: Return/Exchange Request – [Your Order Number]

Body:
Dear Best Roses Shop Customer Service,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number] Name: [Your Full Name] Product(s) to Return: [e.g., One Hybrid Tea Rose ‘Peace’] Reason for Return/Exchange: [Please provide a brief explanation]
I understand that I will need to wait for a Returns Authorization Number and shipping instructions before sending the item back.

Thank you,
[Your Name]

Contact Us

If you have any questions about our Returns & Exchanges policy, please do not hesitate to reach out. We’re here to help your garden grow.

Email: [email protected]
Mailing Address:
Best Roses Shop
904 Gregory Lane
Louisville, US 40220