Return & Refund Policy

This policy covers returns, exchanges and refunds for orders placed on the Olmecz online store. Delivery terms are in our Shipping Policy, and both are summarized on our Shipping & Returns page.

Return window

You may return a tree or plant within 30 days of the delivery date. Returns within that window are free.

Condition of returned items

The item must come back intact: undamaged and with all of its parts. You repack the box yourself.

We check every return when it arrives. If an item comes back damaged or with parts missing, it does not meet the condition above and we contact you at the email address on the order before we do anything with it.

Items that cannot be returned

Every tree and plant in the store can be returned within the window if it meets the condition above. Gift cards, where offered, cannot be returned.

How to start a return

  1. Email info@olmecz.com within 30 days of delivery with your order number and the item you want to return.
  2. We reply with return instructions and the US return address. Please do not send anything back before you have them, or we may not be able to identify your parcel.
  3. Repack the item in its box yourself, with all of its parts, and send it to the address we give you.
  4. We check the return when it arrives and refund your original payment method.

Return shipping

Return shipping is free within the 30-day window. Faulty or damaged items are returned free as well.

Refunds

Refunds go back to the original payment method once the return has reached us and passed inspection. Your bank or card issuer may take a few more days to show the money.

On a change of mind we refund what you paid for the returned items; the $6.99 shipping charged on the original order stays with it. If the item was faulty, damaged or not what you ordered, we refund the full amount you paid, shipping included.

Exchanges

If the item is faulty, damaged or not what you ordered, tell us which you want and we exchange it or refund it at no cost to you. For a different height or a change of mind, return the item under the terms above and place a new order for the one you want.

Damaged, faulty or incorrect items

Email info@olmecz.com with your order number and tell us what is wrong. We reply with return instructions, the return is free, and we exchange the item or refund it.

Nothing in this policy limits your rights under applicable consumer law.

Canceled orders

You can cancel an order within 48 hours of placing it. An order canceled within that time is refunded in full, shipping included, to the original payment method. The same applies if we cancel an order before it ships.

Contact

Email: info@olmecz.com
Hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time

Registered office (UK)

HT WOODSION LTD
24-26 Arcadia Avenue, Fin009
London N3 2JU
United Kingdom
Phone: +44 7480 275681 (UK)