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Replacement Policy
1. Important Notes:
i. Please make an unboxing video when opening your box and take clear photos of damaged plants, if any.
ii. Please file a complaint within 24 hours from receipt of your order.
iii. We do not replace plants due to customer negligence such as:
- Not being available at the time of delivery of the plants.
- Customer’s improper care.
2. We replace if:
i. Plants died on arrival and not over than 10 days from date of shipment.
ii. There are plants missing from the order. Should the customer wishes to refund the missing plants, please read through our Refund Policy.
iii. Plants that were destroyed by the Customs of the destination country due to pests or bugs found in the plants.
iv. The Customs of the destination country destroyed the plants due to wrong paperwork being attached
3. We do not replace nor refund if:
i. Plants were seized or destroyed by the Customs of the destination country due to improper import permit submitted by the customer (if applicable).
ii. The box was taken hold by the Customs of the destination country for reasons beyond our control causing a delay in the release of the box.
iii. The fault was at the Courier’s end. Please contact the Courier in case a mistake was made by them.
4. Should the customer wishes to refund in lieu of a replacement, a 7% handling fee will apply. Phytosanitary fee & shipping cost are non-refundable.