Return & Refund Policy

At AroidHouse, we take great care in preparing and shipping each plant, but we recognize that shipping live plants internationally carries inherent risks. Because plants are perishable, we do not accept returns. If a plant arrives dead or severely damaged, we will work with you to make it right (see below). Please note that all claims must be made within 3 days of delivery, we cannot honor replacements or refunds for issues reported after this period. Read the following policy carefully to understand your rights and our procedures.

If your plant arrives dead or in severely damaged condition, our first priority is to replace it. We will send a healthy replacement plant at no charge for the plant itself. However, the customer is responsible for all international shipping costs of the replacement. In other words, you pay shipping to receive the new plant. By contrast, minor damage during transit—such as a few wilted or bent leaves—is considered normal and is not eligible for replacement. For example, a plant with healthy stems and roots but a few soft leaves generally can recover on its own.

• Severely damaged plants (e.g. broken stems, mushy roots, total leaf loss) will be replaced at no extra plant cost. You pay the shipping for the replacement.
• Minor damage is normal and not eligible. Small bruises or drooping leaves due to shipping do not qualify for a free replacement.

To process any replacement or refund claim, you must provide clear photo and video evidence of the plant’s condition the moment you open the package. Keep the plant in its original packaging while recording. Specifically, please:

• Record an unboxing video that clearly shows the condition of the plant immediately upon delivery. (We need to see the plant inside the unopened box.)
• Take clear photos of the damaged parts of the plant as well.
• If your order included an international shipping phytosanitary certificate, photograph that label on the box as well.

Without this documentation at the time of unboxing, we cannot honor the claim.

Refunds or replacements are only granted for plants that are totally beyond recovery. Eligible issues include:

• Totally rotten or broken stems that cannot be saved.
• Severely decayed, mushy, or dead roots beneath the soil.
• Complete loss of leaves due to rot (for instance, a plant whose leaves all dropped off because of decay).

If a plant’s stem and roots appear healthy and only a few leaves are wilted or broken, it is generally considered salvageable and is not eligible for refund or replacement. In short, only plants 90–100% lost or dead qualify for a remedy.

If we approve a refund, the amount will be up to 50% of the original plant price. Alternatively, you may choose to receive an equivalent store credit instead of a cash refund. In either case:

• We refund only the plant price, not any additional fees. The maximum refund is 50% of the plant cost.
• Shipping charges and phytosanitary certificate fees are non-refundable and are not included in the refund calculation. (For example, if you paid $100 for plants, we could refund up to $50, assuming the claim is approved.)
• All refunds or credits are issued at our discretion, based on the evidence provided and how much of the plant was damaged.

Because we do not offer ordinary returns on live plants, all shipping costs remain the customer’s responsibility. This includes:

• Replacement Shipping: If we send a replacement plant, you pay the international shipping fee for that new shipment.
• Return Shipping: If for any reason we must receive the item back (very rare for plants), the return shipping cost is also yours.
• Non-Refundable Fees: Any fees for phytosanitary certificates or other international paperwork are not refundable. If a replacement is sent, a new phytosanitary fee may be charged to you for the new certificate.

In summary, you cover all shipping and handling charges. We never pay return or reshipment costs on live-plant orders.

We are committed to resolving issues honestly and fairly, and we ask that all customers communicate respectfully. Any abusive or hostile behavior will void your claim. In particular:

• Courtesy Required: Please be polite in all communications. Abusive language, threats, or derogatory comments (online or off) may lead us to refuse service or cancel your claim.
• Social Media: Public defamation or negative posts about AroidHouse while a claim is pending are not allowed. Such behavior may result in termination of your refund or replacement request.
• Right to Decline: We reserve the right to decline any refund/replacement if we determine the communication was inappropriate.

We understand plant shipping can be frustrating, but we expect mutual respect. Our goal is to keep you happy, so please let us help without hostility.

If you have questions or need assistance, please contact AroidHouse Customer Support (for example, via email or our website). We’re here to help and will do our best to resolve your issue quickly and fairly.

By placing an order with AroidHouse, you agree to the terms of this Return & Refund Policy.