Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@theshamanvalley.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@theshamanvalley.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@theshamanvalley.com.
At The Shaman Valley, we take great care in selecting, preparing, and packing every order. Because we primarily deal in live plants, some natural variation and minor changes during transit are unavoidable.
We want you to receive your plants healthy and safely packed. If something goes wrong with your order, please contact us and we will do our best to resolve it.
1. Live Plant Guarantee
If a live plant arrives dead, severely damaged, or otherwise non-viable due to transit, you may be eligible for a replacement or refund, subject to the conditions below.
To make a claim:
An unboxing video is mandatory.
The video must begin before the package is opened and clearly show the package, shipping label, packaging, and plant(s).
Please record the complete unboxing continuously without cuts or edits.
Clear photographs of the plant and packaging may also be requested.
Contact us within 24 hours of delivery with your order number and the unboxing video/photos.
Claims without an unboxing video may not be eligible for replacement or refund.
2. Damaged or Tampered Packages
Please inspect your package before accepting delivery.
If the package appears ripped, crushed, opened, wet, or tampered with, please refuse delivery where possible and contact us immediately.
If you accept a visibly damaged package, please record the condition of the package before opening it and keep all packaging materials until your claim has been resolved.
3. Replacement or Refund
After reviewing your claim, The Shaman Valley may offer:
A replacement plant, subject to availability; or
A refund for the affected plant.
If the exact plant is unavailable, we may offer a suitable alternative of comparable value or provide a refund.
The final resolution will depend on the condition of the plant, evidence provided, and circumstances of the shipment.
4. Natural Plant Variation
Live plants are living organisms and will not always look exactly like the photographs shown on our website.
Plant size, colour, leaf count, pitchers, traps, growth habit, and overall appearance may vary depending on:
Season
Growing conditions
Recent shipping
Dormancy or acclimation
Natural variation between individual plants
Such natural differences are not considered defects and are not eligible for return or refund. Your website already explains that plants may differ from photographs because of seasonal and growing conditions. �
The Shaman Valley
5. Transit & Acclimation
Some temporary changes after shipping are normal. Plants may arrive with:
Drooping or curled leaves
Reduced colour
Fallen pitchers or traps
Reduced dew
Minor leaf damage
Temporary stress
These conditions do not necessarily mean that the plant is dead or unhealthy.
Please allow the plant time to acclimate to its new environment and follow the appropriate care instructions.
6. Incorrect or Missing Items
If you receive an incorrect, missing, or substantially different item from what you ordered, please contact us within 24 hours of delivery.
Please provide:
Order number
Photographs of the received item
Photographs of the shipping label
Unboxing video, where available
We will investigate the issue and arrange an appropriate replacement or refund.
7. Change-of-Mind Returns
Because we ship live plants, we generally do not accept returns or refunds simply because a customer has changed their mind.
Plants that have been successfully delivered cannot be returned merely because the customer no longer wants the plant or because the plant looks different from the website photograph.
8. Returns of Non-Live Products
For plant supplies and other non-live products, return eligibility may differ depending on the product.
Items must be unused, undamaged, and in their original condition unless the product was received damaged or defective.
Please contact us before sending any item back. Do not ship a return without receiving confirmation from The Shaman Valley.
9. Seeds & Gemmae
Seeds, gemmae, spores, and other propagation material are living biological material and are generally non-returnable and non-refundable once shipped.
Germination and growth depend on environmental conditions and growing technique and therefore cannot be guaranteed.
However, if the wrong item was sent or the package arrived damaged, please contact us with photographic/video evidence.
10. Refund Processing
Once your claim has been approved, refunds will be processed to the original payment method, wherever possible.
The time taken for the refund to appear in your account may depend on your payment provider or bank.
11. Cancellation
If you need to cancel an order, please contact us as soon as possible after placing the order.
Because our plants are prepared and shipped on scheduled shipping days, an order may not be cancellable once it has been processed or dispatched.
12. Important Care Responsibility
Each plant has different requirements. Customers are responsible for providing appropriate light, water, humidity, temperature, substrate, and general care after delivery.
We strongly recommend researching the specific care requirements of a plant before purchasing it.
A plant that dies after delivery due to unsuitable care or environmental conditions is not covered under the transit replacement/refund policy.
13. How to Contact Us
For any replacement, return, or refund request, please contact:
The Shaman Valley
Email: support@theshamanvalley.com
Please include your order number and a clear description of the issue.