Refund & Return Policy
Live Goods Policy
Due to the perishable nature of live plant clones, returns are not accepted. Once a shipment has been dispatched, the sale is considered final to protect the biosecurity of our nursery.+2
Health Guarantee & Damage Claims
Every effort is made to ensure plants arrive in optimal condition. If an item is received in a dead or severely damaged state, a claim must be submitted:
- Reporting Window: Claims must be filed within 24 hours of the delivery time recorded by the courier.
- Required Evidence: Clear photographic evidence of the damaged plant and the original packaging is required for all claims.
- Ineligible Claims: Minor leaf yellowing or slight soil displacement are considered normal transit stress and do not qualify for a refund or replacement.
Resolution Process
Valid claims will be resolved at the discretion of the nursery through one of the following methods:
- Replacement: A replacement clone of the same strain will be shipped during the next available shipping window (Mondays or Tuesdays).
- Store Credit: A credit for the value of the damaged item will be applied to the customer’s account for future use.
- Refunds: If a replacement is unavailable, a refund may be issued to the original payment method.
Cancellations
- Before Dispatch: Orders may be cancelled for a full refund if the request is received before the order has been packaged for shipping.
- After Dispatch: Once a tracking number has been generated and the package has left the facility, cancellations are no longer possible.