30-day return window

Bryno accepts eligible returns within 30 calendar days of delivery. The period begins on the carrier-confirmed delivery date. A return request submitted after the 30-day window may be reviewed at our discretion, but approval is not guaranteed. The exact solution can depend on whether the product is a live plant, a bundle or another eligible item.

Contact us before returning anything

Email [email protected] before shipping any item back. Include the order number, product name, reason for the request and clear photos of the plant, foliage, stems, soil, pot, packaging and shipping label. We will review the circumstances and send instructions if the request is eligible. Packages sent without prior approval may be refused, returned at the sender’s expense or delayed.

Live plants are living products

Live plants naturally differ in leaf count, leaf shape, color, height, fullness, flowers, stems and pot finish. Small loose leaves, soil settling, minor transit marks and natural variation are not automatically defects. We assess plant condition using the photos supplied, the number of days since delivery, weather conditions and the care information available.

Damaged or unhealthy on arrival

Report visible damage, broken stems, leaking pots, frozen or overheated foliage, severe wilting or suspected shipping damage as soon as possible and preferably within 48 hours of delivery. Keep the plant, pot, packaging and shipping label while the request is reviewed. Do not discard the plant before support gives instructions, and do not repot, prune heavily, fertilize or apply unapproved treatments before the review.

Return eligibility

To qualify for return consideration, the plant should remain in the original pot and be handled according to its care information after arrival. The product should not be altered, transplanted, propagated, treated with unapproved chemicals or damaged by neglect, overwatering, underwatering, unsuitable light, pets or accidents after delivery. Missing packaging, labels or accessories may affect the outcome.

Step-by-step return process

1. Email us with the order number and a short description of the issue.
2. Attach clear, well-lit photos of the entire plant, affected areas, soil, pot and outer packaging.
3. Keep the plant and all shipping materials in place while support reviews the request.
4. Wait for written approval and any quarantine, packing or carrier instructions.
5. Do not send a live plant to the mailing address unless support provides a specific return location.
6. Use the approved carrier, packaging and tracking method, then share the tracking number with support.

Return shipping costs

If Bryno shipped the wrong product or the item arrived damaged or defective, we will arrange an appropriate resolution. For approved returns based on a change of mind, the customer may be responsible for return shipping and any carrier packaging costs. Live plants can be expensive and time-sensitive to ship; do not arrange return shipment until we confirm that return is the right option.

Restocking and condition review

Approved change-of-mind returns may be subject to a restocking deduction of up to 15% to cover inspection and handling of a living product. We may instead decline the return, offer a partial refund or suggest an alternative solution when the plant cannot be safely returned or has declined because of care conditions outside the policy. Any deduction will be explained before the return proceeds.

Inspection and approval

Returns are inspected when received. We review the plant identity, pot, stem and root condition, foliage, soil, packaging and whether a significant period has passed since delivery. Live plants received in a severely declined state, with pests, contamination, root rot, broken packaging or missing components may not be accepted for a refund.

Refund method and timing

Approved refunds are normally issued to the original payment method. Processing usually begins within five to ten business days after approval or inspection, but banks and card issuers may need additional time to post the credit. Original standard U.S. shipping is free. Expedited shipping or optional services are refunded only where required by law or when the issue was caused by Bryno.

Replacements

When a replacement is available, we may offer one instead of a refund for a plant that arrived damaged or substantially different from the listing. Replacements depend on inventory, season and destination weather. If no suitable replacement is available, support will discuss a refund or another reasonable resolution.

Exchanges

Plant exchanges are not guaranteed because live inventory and shipping conditions vary. If you would like a different size or variety, contact support before altering or repotting the original plant. Any price difference and return shipping requirement will be explained before an exchange is approved.

Order cancellations

Email us immediately if you need to cancel. We try to help before processing begins, but cancellation cannot be guaranteed once an order is picked, packed or handed to a carrier. A delivered order must follow the return process instead.

Non-returnable and exception situations

Products explicitly marked final sale or non-returnable are excluded unless they arrived damaged, defective or materially different. Plants that have been exposed to unsafe chemical treatments, infested with pests after delivery, kept in unsuitable conditions or returned without approval may not qualify. The policy does not exclude remedies required by applicable law.

Incomplete or missing refunds

If we confirm that a refund was issued but it does not appear, first check the original payment account and allow the bank’s stated posting period. Then email us with the order number. We will provide the transaction reference or ask the payment provider to review the case.

Return contact details

Email [email protected] with the order number and request. Our business address is 2254 30th St Apt D, Santa Monica, CA 90405. This address is for business contact and is not an automatic live-plant return destination. Always wait for written instructions before shipping an item.