Payment Refund & Return Policy

For Bare Root and Potted Roses, as well as Other Plants

We guarantee our plants to be true to name, to be healthy and viable when leaving our premises, and that they will grow the first growing season if our planting and care instructions are followed. If there is any issue herein we will be happy to offer a refund. Please note that any warranty claims must be made by August 30th of the shipping/pick up year.

Remember that for our final rose growing season our customer support and rose advice services will conclude with the closing of our garden center in September 2025.

Before facilitating a refund, we reserve the right to ask for further information, including but not limited to: pictures, elaboration on planting timing and methods, growing care (including any fertilizers and pesticides used), and plant location.

We do not guarantee our roses and other plants to over-winter, nor do we provide refunds for plants that incur blackspot, powdery mildew or pests, as that is the responsibility of the gardener. Further, we do not provide refunds for roses with canes that are broken or damaged in transit, if these can be pruned back to generate new growth and the rose remains a #1 plant.

We reserve the right to cancel and refund any order. For example, as these are living plants being ordered in advance of pick up or shipping dates, we may have to cancel and refund any orders should the quality or availability of our inventory stock suddenly change in such a way that we can no longer fulfill your order.

Additionally, we reserve the right to cancel and refund any orders that circumvent our policy of “1 rose per household per season”, for any roses listed as such at the time of ordering.

All sales are final, no exchange or returns are possible. Would we choose to make an exception we reserve the right to charge administration and/or processing fees.

For all bare root orders, we gladly accept cancellations up to 10 days prior to the scheduled shipping/pick-up date, as long as the roses have not been pulled from inventory. However, please be aware that no cancellations for bare-root roses will be accommodated after March 15th or if your order has been pulled. Additionally, there is a 10% cancellation fee applicable to all cancelled orders. To initiate a cancellation, please reach out to us via email at sales@palatineroses.com or by phone.

Cut Roses

We guarantee the quality of our cut roses. If for any reason you are unsatisfied with your purchase, please let us know immediately!

Before facilitating a refund, we reserve the right to ask for further information, including but not limited to pictures and information about storing and transportation methods. 

We reserve the right to cancel and refund any order. For example, as these are perishable products being ordered in advance of pick up or delivery dates, we may have to cancel and refund any orders should the quality or availability of our inventory stock suddenly change in such a way that we can no longer fulfill your order.

All sales are final, no exchange or returns are possible.

Fruit

We guarantee the quality of our fruit. If for any reason you are unsatisfied with your purchase, please let us know immediately!

Before facilitating a refund, we reserve the right to ask for further information, including but not limited to pictures and information about storing and transportation methods.

We reserve the right to cancel and refund any order. For example, as these are perishable products being ordered in advance of pick up or delivery dates, we may have to cancel and refund any orders should the quality or availability of our inventory stock suddenly change in such a way that we can no longer fulfill your order.

All sales are final, no exchange or returns are possible.

Payment Terms for all products

Orders will only be shipped or held for pick up once we receive full payment. Please note that e-transfers must be received within 1 week of placing an order. Otherwise, we reserve the right to cancel your order.

Under CUSMA, roses shipped from Canada to the U.S. are exempt from tariffs. However, with the new administration announcing a potential 25% tariff on Canadian goods, we may have to add these tariffs to your final invoice before shipping.