Returns & warranty
Plants are living things — sometimes the journey is unkind to them. This policy balances buyer protection with the reality of selling plants.
Last updated 7 November 2026
24-hour arrival guarantee (DOA)
If a plant arrives severely damaged or dead, photograph the parcel and plant within 24 hours of the tracking status showing “delivered”, then file a claim from your order page. Rimba mediates; the final decision follows the photo evidence.
- Compensation: a replacement unit (if in stock) or a full product refund.
- Return shipping is covered by the seller when a claim is approved.
- Packaging damaged in transit = a courier claim; help us by photographing before unboxing.
What is not covered
- Minor transit stress: small leaf tears, temporary wilting, or one or two yellowing leaves — these are normal.
- Care mistakes after the first 24 hours (watering, light, media).
- Non-living products that have been opened, unless factory-defective.
Non-living goods
Pots, tools, media, and fertilizer follow each manufacturer's warranty (7–30 days). Factory-defective items are replaced in full; damage from use is not covered.
Refunds & problem orders
Refunds go back to the original payment method via the gateway (Xendit/DOKU) and appear within 1–5 business days depending on the issuer. For orders not yet shipped, cancellation is available directly on the order page while the status is still “awaiting payment”; once paid, contact us within 6 hours before the parcel is shipped.