Policy

Refund & Returns Policy

Because our products are living plants shipped bare-root across international borders, our policy works differently from a typical retail return. Here's exactly what's covered, what isn't, and how to file a claim.

We do not accept physical returns. Plants are perishable and cannot be shipped back internationally. Instead, verified dead-on-arrival or damaged-in-transit plants are resolved by credit or replacement on your next order.

48-Hour Dead-on-Arrival (DOA) Guarantee

Inspect your plants on arrival. If any arrive rotten or dead, send clear photos within 48 hours of delivery — we verify against our pre-shipment photo records and credit or replace the affected plants on your next order.

What's covered

  • Plants that are rotten, liquefied, or dead on arrival
  • Plants clearly crushed or physically broken in transit
  • Discrepancies between what was shipped (per our pre-dispatch photos) and what arrived

What's not covered

Normal and expected: slight colour fading in transit, loss of 1–2 bottom leaves, and minor wrinkling from dehydration. Bare-root plants consume their lower leaves to stay alive in the box — they recover within weeks of potting.
  • Cosmetic changes that resolve with normal acclimation and care (see our acclimation guide)
  • Customs delays or seizures caused by missing buyer-side import permits or documentation
  • Damage from improper handling or storage after delivery to your address
  • Claims submitted more than 48 hours after delivery, without photo evidence

Shipping Fee Overage Refunds

Our Fair Shipping Policy works in three steps:

  1. Estimate first. Your Proforma Invoice includes an estimated shipping fee based on our historical data for similar orders.
  2. Weigh on camera. Once your order is packed, we photograph the sealed carton on the scale and send you the exact weight.
  3. Settle the difference. If actual shipping costs less than estimated, we refund the difference within 24 hours (or credit your next order, your choice). If it costs more, we send a payment link for the difference before dispatch.

How to File a Claim

  1. Inspect your shipment within 48 hours of delivery
  2. Photograph any affected plants clearly, showing the issue
  3. Message us on WhatsApp with your order reference and photos
  4. We compare against our pre-shipment documentation and confirm your credit or replacement within 1–2 business days

Need to file a claim?

Send your order reference and photos on WhatsApp — most claims are resolved within 1–2 business days.

File a Claim on WhatsApp How to Order