Payment, Refund & Return Policy

1. Payment Methods

We accept payments via:

  • Stripe (credit/debit cards)
  • PayPal
  • Wise Transfer
  • Payoneer

All payments must be completed in full before shipment.

2. Product Nature (Live Plants Disclaimer)

All products are live plants (orchids) and are naturally sensitive to environmental conditions, especially during international shipping.

Minor changes may occur upon arrival, including:

  • Leaf blemishes or marks
  • Slightly soft or wilted leaves
  • Changes in root color

These are considered normal shipping stress and do not qualify as damage, defect, or grounds for refund.

3. No Return Policy (General Rule)

Due to the perishable nature of live plants and international regulations:

  • We do not accept returns as a general rule
  • Returns are only allowed in exceptional, approved cases

4. Refund Eligibility

Refunds or replacements will only be considered if:

  • The plant arrives clearly dead on arrival (DOA)
  • The issue is not caused by customer handling, environment, or delay after delivery
  • A claim is submitted within the required timeframe
  • Complete and valid evidence is provided

5. Mandatory Evidence Requirements

To prevent fraudulent claims, all requests must include:

  • Clear photos of the plant in original packaging (before opening)
  • Photos after unpacking
  • Close-up images of affected areas (leaves, roots, stems)
  • Photo of shipping label / tracking number
  • Plant name and quantity affected

We reserve the right to reject claims with incomplete, unclear, or inconsistent evidence.

6. Time Limit for Claims

All claims must be submitted within 24–48 hours after delivery confirmation.

Claims submitted beyond this period will be automatically rejected, regardless of condition.

7. Shipping Stress Disclaimer

The following are considered normal shipping stress and are not eligible for refund:

  • Minor leaf damage or cosmetic imperfections
  • Slight wilting or dehydration
  • Root discoloration
  • Temporary yellowing or leaf drop

These are expected conditions and not defects.

8. Customs, Delays & External Factors

We are not responsible for issues caused by:

  • Customs delays, inspections, or import rejection
  • Missing or incorrect documents provided by the recipient
  • Courier delays or handling
  • Weather or temperature conditions
  • Local handling after delivery

These factors are beyond our control and do not qualify for refund.

9. Stripe Refund Policy

For payments made via Stripe:

  • Refunds are issued to the original payment method only
  • Stripe processing fees are non-refundable
  • A $20 handling fee will be deducted before issuing the refund

Chargebacks (Stripe)

  • If a chargeback is initiated, an additional fee of approximately $15 USD will apply
  • The customer is responsible for submitting evidence to their bank
  • We reserve the right to submit all supporting documentation to contest the chargeback

10. PayPal Refund Policy

For payments made via PayPal:

  • Refunds are processed via PayPal only
  • PayPal fees (4.4%) are non-refundable
  • The refund amount will be deducted by 4.4% before processing

Dispute Handling (PayPal)

  • Customers are encouraged to contact us before opening a dispute
  • If a dispute is opened:
    • All communication must be conducted through the PayPal Resolution Center
    • External communication may not be accepted as evidence
    • We reserve the right to submit all documentation exclusively through PayPal

11. Return Requirement (If Applicable)

In approved cases:

  • A return may be required
  • We may provide a return shipping label
  • Items must be returned in condition as close as possible to the original state

Failure to comply will result in claim rejection.

12. Fraud Prevention & Abuse

We take fraud and abuse seriously.

We reserve the right to:

  • Reject suspicious, inconsistent, or repeated claims
  • Refuse service to customers with abusive behavior
  • Submit all evidence, communications, and documentation to Stripe, PayPal, or financial institutions in dispute cases

13. Fair Resolution Policy

We are committed to:

  • Acting in good faith
  • Providing fair and reasonable solutions
  • Making decisions based on clear evidence and transparent procedures

14. Additional Clause

We reserve the right to deny any claim that is:

  • Unreasonable
  • Inconsistent with the natural characteristics of live plants
  • Lacking sufficient supporting evidence

15. Final Decision

All decisions regarding refunds, returns, and claims are final and at our sole discretion.

if you have any issue please contact us [email protected]

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