Refund policy

Thanks for shopping with Twizted Plants! We handcraft our moss poles and mix our specialized substrates with the highest quality standards.

### Returns & Exchanges
* **Eligibility Window:** You have 14 days from the date of delivery to request a return.
* **Condition:** Items must be unused, unaltered, and in their original sealed packaging. Handcrafted moss poles must be unplanted, unstaked, and unopened. Substrate bags and soil amendments must be sealed and untampered with.
* **Return Shipping:** Customers are responsible for return shipping costs unless the return is due to our error or product defect. Initial shipping fees are non-refundable.

### Non-Returnable Items
* Opened substrate mixes, sphagnum moss, or soil amendment bags.
* Custom orders or clearance/sale items.

### Damaged or Defective Items
If your order arrives damaged or there is an issue with your items:
1. Contact us within 48 hours of delivery at twiztedplants@gmail.com.
2. Provide your order number and clear photos/videos of the damaged items and the exterior shipping box.
3. We will promptly arrange a replacement or issue a refund.

### Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are credited back to your original payment method within 5–7 business days.