Claims / Returns

Last updated: [07/12/2025]

1. Claim Window

Inspect upon receipt and report issues within 2 days from “Delivered” tracking status.

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2. Required Evidence

·         Continuous unboxing video from opening to full inspection (no edits/interruptions)

·         Photos of damage/product condition

·         Order details (Order No./Invoice/Buyer name)

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3. Potentially Eligible Cases (examples)

·         Missing items / wrong items (Company error)

·         Severe packaging/container damage at unboxing

·         Plantlets severely damaged/rotten/dead upon unboxing (with complete evidence)

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4. Non-Eligible Cases (examples)

·         Reported late or without required evidence

·         Issues after removing plantlets for planting/acclimatization or post-receipt care

·         Carrier-related damage beyond Company control (unless explicitly covered in writing)

·         Glass-bottle breakage if excluded by policy

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5. Claim Outcome

If approved, replacement will be shipped within [e.g., 7 business days]. No Refund unless agreed in writing.

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6. How to File a Claim

Send to: [Claim channel: Line/Email] - Subject: “CLAIM – [Order No.]” - Attach: unboxing video + photos + issue details + contact name/phone