Refund, Cancellation & Claim Policy

Last updated: April, 24th 2026

Aroidmarket ships live plants with careful preparation and professional export handling. Due to the nature of live plants and international shipping, all purchases are subject to the following refund and claim policy.

1. Order Cancellation Policy

Orders are considered confirmed once payment has been successfully completed.

Customers may request an order cancellation by contacting Aroidmarket in writing. Cancellation requests are not automatically approved and will be reviewed based on the processing status of the order.

The following cancellation fees apply:

5% cancellation fee: Applies when the cancellation request is submitted within 24 hours of placing the order and before export document or phytosanitary processing has begun.
10% cancellation fee: Applies when the request is submitted more than 24 hours after placing the order or after export document or phytosanitary processing has begun, provided that packing has not yet started.
Cancellation is no longer available: Once the order has entered the packing process or has been shipped, it cannot be canceled or refunded.

Cancellation fees are calculated based on the total of the order.

Any approved refund will be issued to the original payment method after the applicable cancellation fee has been deducted. The time required for the refund to appear may vary depending on the payment provider or financial institution.

If Aroidmarket cancels an order or is unable to fulfill the ordered items, the customer will receive a full refund without a cancellation fee.

2. All Sales Are Final

Except for approved cancellations under Section 1 and eligible claims under this policy, all purchases are final.

We do not accept returns or exchanges for live plants.

Once an order has entered the packing process or has been shipped, it cannot be canceled, returned, or exchanged.

3. Claim Eligibility — DOA (Dead on Arrival)

Claims are only accepted under the following conditions:

The plant arrives severely damaged or dead on arrival (DOA).
The claim is submitted within 24 hours of delivery.
Clear photo or video evidence is provided.

The evidence must clearly show:

The condition of the plant immediately upon arrival.
The unboxing process.
The shipping box and shipping label.
The phytosanitary certificate or phytosanitary label, when applicable.

Claims submitted more than 24 hours after delivery will not be accepted.

4. What Is Not Covered

We do not accept claims for:

Minor cosmetic damage, including small leaf tears or blemishes.
Temporary stress caused by transit, including limited yellowing, leaf drop, or dehydration affecting approximately 20% or less of the plant.
Damage limited to the leaves when the stems and roots remain healthy.

We also do not cover issues caused by:

Customs delays after the shipment has been dispatched.
Weather conditions during transportation.
Improper handling or care after delivery.
Failure to follow applicable local import regulations.

These conditions are considered normal risks associated with shipping live plants internationally.

5. Import Regulations and Customs Issues

Buyers are responsible for:

Ensuring that the ordered plants are permitted in the destination country.
Securing any import permits required outside the documentation services expressly provided by Aroidmarket.
Paying applicable taxes, duties, inspection fees, or other government charges.

Aroidmarket is not responsible for:

Confiscation or destruction of plants by customs or government authorities.
Delays caused by customs inspections.
Rejected shipments caused by missing buyer-provided permits, incorrect customer information, prohibited plants, or documentation outside Aroidmarket’s agreed scope of service.

No refunds will be issued in these circumstances.

6. Claim Resolution

If a claim is approved, Aroidmarket may offer one of the following resolutions:

Reshipment or Replacement

Replacement of the affected plant with the same or a similar item, subject to availability.
The customer is responsible for the replacement shipping cost.
Replacement is valid for one shipment only.

Partial Refund

A partial refund of up to 50% of the affected plant’s value.
Phytosanitary certificate fees, documentation fees, and shipping costs are excluded.

The available resolution will be determined based on the condition of the plant, the evidence provided, item availability, and the circumstances of the shipment.

7. How to Submit a Claim

To submit a claim, please contact Aroidmarket within 24 hours of delivery and provide:

Your order number.
Clear photos and videos showing the issue.
A complete unboxing video.
A brief explanation of the problem.

Our team will review the submitted evidence and respond as soon as reasonably possible.

Submitting a claim does not automatically guarantee a refund or replacement.

8. Communication Policy

We are committed to reviewing and resolving all eligible claims fairly and professionally.

We kindly ask customers to communicate respectfully during the claim-resolution process.

Threats, harassment, abusive language, fraudulent information, or altered evidence may result in communication being limited or the claim being rejected where such conduct prevents a fair investigation.

Customer claims will otherwise be assessed based on the order information, evidence provided, and the terms of this policy.

9. Refused or Returned Shipments

No refunds or replacements will be issued if a shipment is:

Refused by the buyer.
Returned because an incorrect or incomplete address was provided.
Returned because the customer failed to receive or collect the shipment.
Returned because required buyer-provided import information or permits were not supplied.

Any costs associated with returning, disposing of, or reshipping the plants will be the responsibility of the buyer.

10. Policy Agreement

By placing an order with Aroidmarket, you acknowledge that you have read, understood, and agreed to this Refund, Cancellation & Claim Policy.

This policy applies to the fullest extent permitted by applicable law. Where mandatory consumer-protection laws provide rights that cannot legally be excluded, those mandatory rights will continue to apply.