Refund policy
Returns and Refunds Policy
Last updated: September 12, 2025
At Kanoa Hawaii, we carefully grow and pack our tropical plants. Because plants are living organisms, some stress during shipping is normal. Leaves may droop, wilt, or look tired after their journey. With a little time and care, most plants bounce back.
All Sales Final (with limited exceptions)
Our official policy is that all sales are final, as we cannot guarantee plant growth or survival once they leave our care. Factors such as climate, planting media, watering, and light are outside of our control.
That said, we want you to have a great experience. If your plant arrives in poor condition or dead on arrival, please contact us—we’ll review your situation and may offer a replacement, store credit, or refund at our discretion.
Damage or Loss in Transit
- Contact us within 7 days of delivery if your order is damaged or DOA.
- Include your order number and clear photos of the plant and packaging (outer box and inner packing).
- After review, we will determine the best resolution (replacement, store credit, or refund).
Not Eligible for Refunds or Returns
- Plants that decline after the initial 7-day window.
- Normal shipping stress (temporary wilting/drooping or minor cosmetic imperfections).
- Issues due to improper care, repotting immediately on arrival, or unsuitable environment.
- In-person purchases after they have left the store.
Care on Arrival
- Allow the plant to rest in its nursery pot for 1–2 weeks before repotting.
- Follow the printed care card included with your order.
- For recovery tips, see our FAQ section.
Third-Party & Dropshipped Products
Some items (e.g., tools, decor, or accessories) may be shipped directly from our suppliers or dropshipping partners. These items may have different return or warranty terms than our live plants.
- Any special return instructions will appear on the product page, at checkout, or in your shipment.
- To initiate a return for a dropshipped item, please contact us and we will assist with the correct process for that supplier.
How to Contact Us
If you purchased online, include your order number. If you purchased in Hawaii, share the location and date of your purchase.
