Refund & Replacement Policy (Live Plant Seedlings)
General Policy Overview
We provide refund and replacement services for live plant seedlings that arrive dead, severely unhealthy, or completely damaged during transit. All our seedlings are inspected and shipped in healthy, disease-free, and high-quality condition before dispatch.
No General Returns Accepted: Due to the particularity of live plant seedlings, standard returns are not supported. Seedlings cannot survive the secondary logistics and transportation process of returned orders, so we only offer targeted refunds or replacements for qualified damaged goods instead of product returns.
Claim Application Process
To apply for a refund or replacement, please submit your claim via our official email: lylylala18@163.com
You are required to provide clear and complete photos of the following items in your email for verification:
-
Damaged or abnormal plant seedlings (full view and close-up details)
-
Original shipping package and outer packaging condition
-
Planting soil, flower pots and other supporting accessories (if applicable)
All claims are subject to our official verification. Minor damage caused by normal shipping logistics does not qualify for compensation. For reference: a small number of broken leaves is a normal shipping phenomenon and will not affect the subsequent healthy growth of seedlings, so such situations are not eligible for refunds or replacements.
Important Note: We only process refunds or replacements for individual qualified damaged seedlings and accessories. Full-order refund or full-order replacement is not supported.
Eligible for Refund & Replacement
The following plant and accessory conditions are verified as qualified for compensation:
-
Seedlings without complete root systems
-
Seedlings with obvious disease and bacterial infection
-
Severe root rot of seedlings
-
Broken main stems and vital branches of seedlings
-
A large number of broken and fallen leaves affecting seedling survival
-
Seedlings with pest infestation
-
Severely damaged or defective flower pots
-
Moldy and deteriorated planting soil
Not Eligible for Refund & Replacement
The following situations do not qualify for refund or replacement services:
-
Seedlings failing to arrive in time for personal events or projects (we recommend placing orders 10–12 days in advance of your required use date)
-
Lost or missing packages (please contact our customer service actively, and we will assist you in tracking and solving the problem separately)
-
Normal package mess or individual soil residues on seedling leaves caused by transportation
-
A small number of slightly broken or wilted leaves that do not affect seedling growth
-
Naturally dried and aged bottom leaves of seedlings
-
Personal decision to abandon the use of seedlings for events or projects
-
Minor differences in seedling shape, size and color (normal individual differences of live plants)
-
Cold or high-temperature damage caused by long-term placement of packages in mailboxes, doorsteps or outdoor environments after delivery
-
Logistics delays caused by USPS, UPS or other official shipping carriers