SERVICE JOURNAL / RETURNS & REPLACEMENTS
Returns & Replacement Policy
A healthy plant on arrival is part of our promise to every customer.
Our seven-day plant health promise covers eligible arrival issues. If a plant arrives dead, severely damaged, or clearly the wrong species, contact us within seven days with your order number and photos to request a free replacement. Non-plant items follow the return conditions below.
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Seven-day promise
Raise an eligible issue within seven days of receipt -
Photos first
Order number, full-plant photo and close-ups -
Case-by-case review
We usually reply within 1–2 working days
HOW IT WORKS
The process, in four steps
Please inspect your plant when it arrives and follow the steps below. For plant cases, the policy remedy is a free replacement—not a cash refund.
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Contact us within seven days
Tell us why you would like to request a replacement within seven days of receiving the order.
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Send your order details and photos
Include your order number, a clear full-plant photo and close-ups of the issue. Unboxing photos or video can help us review the case faster.
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Wait for our review
We assess the plant condition, order details and photos as one case, and usually reply within 1–2 working days.
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Confirm the arrangement
If approved, we will arrange the plant return and replacement with you. Please keep the plant and packaging until we give you instructions.
CHECK BEFORE YOU CONTACT US
What qualifies—and what does not
Eligible situations
- The plant arrives completely withered or dead.
- The main stem is broken, the roots are severely rotten, or the damage materially affects growth.
- The species delivered is clearly different from the species ordered.
- The plant size or condition is materially different from the product description.
- A non-plant product is returned within seven days, unused, in its original packaging and with the original receipt.
Not eligible
- Minor leaf damage or bud loss in transit that does not affect plant health or growth.
- Plant death caused by improper care, such as overwatering or insufficient light.
- Natural leaf drop, flower drop or yellowing as part of normal plant metabolism.
- Requests submitted after the seven-day window.
- Special-offer, clearance or explicitly non-returnable items; opened or used consumables; and assembled or damaged non-plant products.
OUTCOME BY ITEM
Refund and replacement arrangements
The plant health promise and non-plant returns are separate arrangements. The table below shows the usual outcome; every request is reviewed against the order details and evidence.
| Situation | Arrangement |
|---|---|
| Plant arrives dead or severely damaged | Free replacement (after an eligible review) |
| Species delivered does not match the order | Free replacement (after an eligible review) |
| Minor plant damage that does not affect growth | 10% discount coupon on request |
| Unused non-plant product with original packaging intact | Full refund (less return shipping charges) |
| Plant death caused by improper care | No refund |
A FEW MORE NOTES
A few more notes
Plant rental replacements
For plant rental services, take a photo and contact us first. Once confirmed, a replacement is processed on the next order cut-off date.
Natural variation and delivery delays
Plant images are for reference; actual plants naturally vary with growth, season and conditions. If typhoons, severe weather or traffic cause a delay, we will contact you as soon as possible to reschedule delivery.
NEED A HAND?
Still unsure? We can help
Please have your order number and photos ready so we can understand the next step. You can WhatsApp us directly or email plantshop.official@gmail.com.