We don’t accept returns, exchanges or cancellations.
Cancellation must be contacted to seller within 24-72 hours after purchasing.
*Customer maybe charged the Paypal’s processing fees if you want to cancel the order.
REFUND POLICY:
We nurture our plants with love and send that love through each plant. Before shipping, we can provide photos of the plants, including their roots, so you can see the entire process (this is optional).
No Exchange or Refund for Final Sales:
For all final sales, we do not offer exchanges or refunds. However, if your plants arrive damaged, our priority is to replace them according to the terms and conditions. We provide replacement plants free of charge, but the customer is responsible for shipping costs. This is because damage during shipping is an inherent risk when buying live plants.
For Shipments via Dragon Courier and EMS Thaipost:
If your plants arrive within 5-12 days and are completely dead—no green parts remaining, and the plants are fully rotted—we will either replace them or refund 50% of the plant’s value (shipping and phytosanitary certificate costs are non-refundable). For shipments that take longer than 12 days, we cannot offer any refunds. Please contact us within 24 hours of receiving the plants, along with photos or videos as proof.
For Shipments via Air Cargo:
If your plants arrive completely dead—no green parts and fully rotted—we will replace them or refund 50% of the plant’s value. In the event of a lost package, we will refund 70% of the plant’s value (based on the commercial invoice), excluding shipping and phytosanitary costs. Again, please contact us within 24 hours with visual evidence when you receive your plants.
Please Note:
When importing live plants, especially those shipped bare-root, it is important to understand that they may undergo stress during transit. Some plants may not look 100% as they did in the photos due to their long journey. Please allow them time to recover, and give them the proper care and attention.
We would also like to remind our valued customers that high temperatures during hot weather can make the transportation of live plants more challenging. Extreme heat can cause stress and increase the risk of damage.
We strongly recommend placing orders during moderate weather conditions to ensure the plants’ safe arrival. This means avoiding periods of excessive heat or cold.
We appreciate your understanding and cooperation in ensuring the health and safety of your plants. Should you have any questions or concerns, please don’t hesitate to reach out to our customer service team.
Thank you for trusting us with your live plant needs.
Sincerely,
Greenboog Garden