We want all Citrus.com customers to be happy just like our citrus trees so we have created the most customer friendly refund and return policy. Nothing makes us happier than a legion of happy Citrus.com customers, and as such we promise to do our very best to deliver an amazing product and customer experience & to make right any hiccups along the way. That said, here are some things you might want to know…
Due to the nature of the products we sell, we cannot accept returns for any reason other than for warranty replacements. We do not provide refunds for any orders that have shipped. Damaged leaves or small branch breakage can be a normal part of the shipping process and does not affect the health of the plant. Just trim off any damaged leaves or stems and the tree will grow new leaves. If you receive a tree that has been damaged by the shipping carrier, or arrives in poor condition, please save the packaging and contact us immediately at CustomerCare@Citrus.com. You must contact us within three days of the arrival of the damaged tree. We require photos of the entire tree and the container along with a photo of the box the tree was shipped in. Once we receive photos of the tree and box we will be happy to resolve your issue.
If the tree ships and you have put in the wrong address for delivery this tree will have died by the time it returns to our nursery. If this is the case we cannot offer a refund. However, if the correct address is put in with the order and it never arrives then we will refund the order minus the shipping and you will have the option to purchase a new tree.
If you have received one of our fruit trees within the last year and the tree has died, please email us at CustomerCare@Citrus.com. Please include a clear photo of the dead tree, as well as your original order information including your order number, purchaser’s name, current shipping address, and phone number. If you used a different email address in your order than the one you are contacting us from, then please also include the email used in your original order. Include a detailed description of any issues you had while caring for your tree, as well as what you think may have caused the tree to die. We may request more information to process your tree replacement. Customers requesting warranty replacements are responsible for the shipping cost of the replacements. Yellowing or falling leaves are not covered under the warranty. Leaf yellowing is a natural process that does not affect the health of the plant. Just prune any yellow or dried leaves and new leaves will grow to replace them. If you are seeking the warranty replacement of a tree we currently do not have in stock, you may wait for the exact tree to become available, or choose to replace your tree with a variety we do have in stock. Our Warranty does not cover Acts of God, such as damage caused by wind, storms, freezes, etc.
Citrus.com under no circumstances implies or expresses any warranty as to the fruit production of the trees or plants sold. Some trees or plants may produce no fruit or flowers due to customer growing practices, inadequate pollination, unsuitable soil, or variations in weather. We cannot guarantee that any tree sold on citrus.com will arrive with blooms or fruit.