Refund & Returns Policy
Live plants
Live plants cannot be returned once shipped. Refunds and replacements for live plants are handled exclusively under our Live Arrival Guarantee, Plant Condition
Non-plant items
Unused orchid supplies, mounts, and accessories may be returned within 14 days of delivery, in original condition and packaging. Return shipping is paid by the buyer. Once received and inspected, we refund the item price to the original payment method.
When we issue a full refund
- We are unable to supply your order and no acceptable substitute is agreed
- The order is cancelled by you before export documents are issued
- We cancel the order for any reason on our side
When we do not issue a refund
- Shipping fees, in all circumstances
- Phytosanitary Certificate, CITES Export Permit, and pre-CITES document fees, once applied for
- Import duties, taxes, brokerage, or storage charges
- Shipments seized, destroyed, or returned by authorities in the destination country
- Parcels refused or left unclaimed by the recipient
- Orders shipped without documents at the buyer’s written request
Processing time
Approved refunds are issued within 5 business days of approval. Depending on your bank or card issuer, funds may take a further 5–10 business days to appear.
Chargebacks
Please contact us before opening a dispute with your bank or PayPal. Nearly every problem can be solved directly and far faster. Where a chargeback is filed without prior contact and the claim is later found to be unfounded, we reserve the right to decline future orders from that account.