Refunds, Exchanges and Guarantees
Our No-Fuss Hardy Plant Guarantee!
Heeman’s stands behind the quality of our perennial plants! It is our aim for you to have the satisfaction of a successful garden experience with everything you purchase at Heeman’s. Gardening is a learning experience, and we’re here to do everything we can to help you learn and become a successful gardener for years to come!
If it’s Not Dead Yet…Let Us Help! If you are struggling with a plant in your landscape, come in and see us so we can help diagnose the problem in person before you lose your plant. We’re unable to diagnose issues properly over the phone, but bringing photos of issues or pests and leaf/stem samples with you can help us properly assess the situation.
For photos, try to snap a photo of the entire garden/location where it’s been planted, the entire plant, a close up of where the stem meets the ground, a close up of problem areas, etc.
If it's a Goner...
First off, what a bummer! But thankfully when you buy from Heeman’s we stand behind the quality of our plants! In the unlikely event that one of the plants listed below dies, we’re able to replace it for you one time for a like plant if it is in stock, or for store credit if the same plant is not available. If you purchased your plant on sale, plants are guaranteed for the purchase price only, so if you’re making an exchange when the plants are not on sale, there may be a price difference owing.
Trees & Shrubs
Guaranteed for one year from date of purchase. This covers evergreens, conifers, deciduous shrubs and vines. Examples include but are not limited to Cedars, Boxwood, Weigela, Hydrangeas, Yew, Spirea, Japanese Maple, Shade Trees, Fruit Trees and Viburnum just to name a few.
Other Perennials
Guaranteed from date of purchase up to October 31st of the purchase year. This covers most plants found in the perennial greenhouse, as well as rhododendrons, azaleas, clematis, wisteria, roses and perennial grasses. We consider a perennial to be anything with a hardiness zone of 5 or higher.
Houseplants
Guaranteed for 7 days from date of purchase. Our houseplants are guaranteed to be true to variety and free of pests and disease at the time of purchase.
What is NOT Covered by our Guarantee?
- This guarantee does not apply to our value-line 3.5″ perennials in blue pots.
- Native plants in 3.5-4″ pots.
- Spring ephemerals (things that go dormant over the summer and look like they’re dead, but will come back next spring – like a trillium for example).
- Plants damaged by cold or frost (including houseplants).
- Death beyond our control, such as improper planting or pruning, over or under watering, insects or diseases and winter kill or other weather extremes.
- Annuals and tropical plants.
What is the Process for Redeeming our Hardy Plant Guarantee?
- Return the deceased plant with ID tag to Guest Services at the time of return. We do require the plant. Sorry, a photo isn’t enough.
- Proof of purchase is required; either a valid receipt or a record of purchase in our system. If we collect your phone number at checkout, the purchase will be on file.
- You’ll receive a store credit for the amount paid that you can use towards the replacement. If you purchased the plant on sale, your credit will be for the purchase value. If purchased on sale there may be a difference owing on your replacement plant.
- Your replacement credit is to be applied to the same plant or similar one if we don’t have the exact variety in stock. If we’re sold out of the plant when you come in, you can redeem your credit next season.
If you have any other questions at all, please reach out to us at 519.461.1416.
Refunds and Exchanges on Non-Plant Items:
We want to be your happy place and have you leaving here with a smile!
If you’re not satisfied with your purchase or your experience for any reason, please let us know so we can make it right.
Whether you change your mind or it’s not the right one, Heeman’s is happy to exchange or return all non-plant items purchased at full price from our garden centre that are in the original, salable condition. Proof of purchase is required.
- Within 14 days, we will gladly exchange or provide a full refund for merchandise.
- 15 to 30 days, returns will be refunded onto a Heeman’s Gift Card. Gift Cards never expire and can be used on anything sold at Heeman’s.
- Final sale applies to any item that is discounted more than 25%, or marked final sale. No returns, refunds or exchanges for those items.
Heeman’s Best Value Guarantee
No one likes that feeling when you purchase something awesome and then it goes on sale a day later! So we have developed our Best Value Guarantee! If an item goes on sale within 5 days of your purchase (plant or hard goods items included), we will provide a gift card for the price difference upon request.
- The request must be made in-person (sorry, no social media messages, emails or phone calls will be accepted).
- The item must still be in-stock and on sale when the request is made.
- Proof of purchase is required.
- Any difference in price will be offered on a gift card, not as a refund.
- This guarantee does not apply to any type of progressive sale discount when sale dates have been pre-published (for example the perennial/nursery Progressive Sale or the Holiday Dutch Auction sale)
Event and Workshop Cancellations
If you have to cancel your attendance at an event or workshop (bummer!), please try to let us know as soon as possible by emailing us at events@heeman.ca. If you know of someone else who would like to attend, tickets are transferable.
48hrs or More Before Event: Full refund of ticket(s) is available. For a full refund, you must cancel at least 48hrs in advance of the workshop or event via email to events@heeman.ca or in person. Refunds will be provided in the same form it was received (on the same card). For example, if your workshop starts at 9:15am on Saturday, we must receive your cancellation email before 9:15am on Thursday.
Less Than 48hrs to Event: Your ticket is non-refundable. You must cancel via email to events@heeman.ca or in person. For select holiday workshops you can either pick up a completed piece within 2 days of the workshop, or if that option is not available, we can provide a gift card that we will keep here and can be picked up from Guest Services the next time you are in the greenhouse. If you would like your gift card mailed out, there will be a small fee deducted from your gift card amount to cover mailing charges.
Event No-Show: No refund or gift cards will be provided for a missed class or workshop.
Heeman’s Needs to Cancel an Event or Workshop: All fees will be fully refunded if the event is canceled. If the event is being rescheduled and you are unable to attend the new date, you will also receive a full refund. If you are able to attend a rescheduled event, all funds paid will be transferred to the new date, easy peasy lemon squeezy.
