Return & Refund Policy

🔁 Return & Refund Policy – Aroid Market

At Aroid Market, we take great care in preparing and shipping your plants. However, shipping live plants internationally carries certain risks that are beyond our control. Please read our return and refund policy carefully to understand your rights and our procedures.

1. 🌿 Damaged Plants Upon Arrival

If your plants arrive in severely damaged condition, our first priority is to replace the damaged plants, in line with our Terms & Conditions.

  • Replacement plants are free of charge, but the customer must cover the shipping costs for the reshipment.

  • Shipping risk is inherent in purchasing live plants, and minor damage is considered normal.

2. 📸 Required Photo & Video Evidence

To process a refund or replacement claim, customers must provide clear video and photo evidence taken at the moment of unboxing.

  • The footage must show the condition of the plants immediately upon arrival.

  • Please also include a photo of the Phytosanitary Certificate label on the box as supporting documentation.

3. 🔍 Refund Eligibility

Refunds are only available for plants that are totally damaged, including:

  • Rotten or broken stems

  • Severely decayed roots

  • Complete leaf loss due to rot (not just minor wilting)

If only the leaves are damaged while the stem and roots remain healthy, refunds or replacements will not be issued, as this is considered a common risk in plant shipping.

4. 💸 Refund Amount

If a refund is granted, the maximum refund is 50% of the total value of the plants only.

  • This excludes the Phytosanitary Certificate fee and all shipping costs.

  • Refunds are issued at our discretion, based on the provided evidence.

5. 🤝 Respectful Communication

We are committed to resolving any issues with honesty and care. We kindly ask our customers to communicate respectfully.

  • Abusive language, public defamation, or hostile behavior on social media may result in the termination of your refund claim.

  • We reserve the right to decline any refund request if communication is conducted inappropriately.

If you have any concerns, please contact our support team via email or WhatsApp. We’re here to help and will do our best to resolve your issue as quickly and fairly as possible.