Warranty
Ernesto Living is committed to providing products that arrive as described and are suitable for their intended use. This Warranty Policy explains the support available if a product is defective or develops a covered problem.
Warranty coverage
Products purchased from Ernesto Living are covered by any manufacturer warranty stated on the product page and by the mandatory consumer guarantees applicable in the customer’s jurisdiction.
If no separate manufacturer warranty period is stated, contact us promptly after discovering a suspected defect. We will assess the issue according to the product, its expected lifespan, the order date, and applicable law.
What the warranty covers
Subject to inspection and applicable law, warranty coverage may apply to:
- manufacturing defects in materials or workmanship;
- products that do not function as reasonably described;
- items that arrive damaged, incomplete, or incorrect;
- faults that arise during normal and intended use.
What the warranty does not cover
Unless applicable law provides otherwise, warranty coverage does not apply to:
- normal wear and tear;
- accidental damage, misuse, neglect, or improper storage;
- damage caused by failure to follow product instructions;
- unauthorized repairs, modifications, or alterations;
- cosmetic differences that do not affect normal operation;
- damage caused by unsuitable voltage, power supply, installation, or maintenance;
- loss, theft, or damage that occurs after delivery and is not caused by a product defect;
- products not purchased directly from Ernesto Living.
Living plants
Living plants are natural and perishable products. Differences in size, shape, foliage, color, variegation, or growth are natural and are not necessarily defects.
If a plant arrives damaged, unhealthy, or different from what you ordered, contact us within 24 hours of delivery. Include clear photographs of the plant, its packaging, and the shipping label so we can assess its condition.
Problems caused after delivery by improper watering, lighting, temperature, repotting, pests introduced after receipt, or unsuitable care are not covered unless applicable law requires otherwise.
Items damaged during delivery
Please inspect your order promptly after delivery. If an item arrives damaged, defective, incomplete, or incorrect, contact us as soon as possible.
Keep the product and all original packaging while we review the claim. We may need photographs or other reasonable information to determine what happened and arrange an appropriate solution.
How to submit a warranty claim
Email contact@ernestoliving.com and provide:
- your full name and order number;
- the name of the affected product;
- a clear description of the problem and when it began;
- photographs or a short video clearly showing the issue;
- photographs of the packaging and shipping label if the item was damaged during delivery.
We may request additional information reasonably required to evaluate the claim. Do not return an item before receiving instructions and an approved return address from us.
Available remedies
If a claim is approved, the remedy may include:
- troubleshooting or technical assistance;
- repair of the product;
- replacement with the same or an equivalent product;
- a partial refund where appropriate;
- a full refund to the original payment method.
The remedy offered will depend on the nature of the defect, product availability, applicable warranty terms, and the consumer rights that apply to the purchase.
Return shipping for approved claims
Ernesto Living covers reasonable return-shipping costs for products confirmed or reasonably suspected to be defective, damaged, or incorrect when the return follows our instructions.
Return-shipping costs purchased independently will not be reimbursed unless we authorized them in advance.
Manufacturer warranties
Some products may include a separate warranty provided by the manufacturer. Any such warranty is additional to, and does not replace, mandatory consumer rights.
We may provide reasonable assistance with a manufacturer claim, but the manufacturer may require additional information or apply its own warranty procedure.
Consumer rights
This Warranty Policy does not exclude, restrict, or replace any statutory warranty, consumer guarantee, or other legal right that cannot be excluded under applicable law.
Contact us
Ernesto Living
3641 Clayton Rd
Concord, CA 94521
United States
Email: contact@ernestoliving.com
Phone: +1 914 639 3499