Refund policy
Refund and returns policy
Every plant we sell is a living specimen, cut to order and exported under a phytosanitary certificate. Once a plant has been cut, inspected, certified and shipped it cannot be resold, re-imported or returned to the grower. Indonesian Rare Plants therefore does not accept returns or exchanges.
Please read this policy before ordering. Placing an order means you accept it.
No returns, no exchanges, no change-of-mind refunds
We cannot accept a return or issue a refund because:
- You changed your mind
- The plant is a different size or shape than you pictured
- The variegation pattern differs from the photograph as the plant matures
- The plant lost a leaf, or leaves yellowed, in transit
- You were unable to care for the plant after arrival
- Your parcel was delayed by the carrier or by customs
Live plants are perishable goods cut specifically for your order. In most jurisdictions, including the EU and UK, perishable and made-to-order goods are exempt from standard distance-selling cooling-off rights for exactly this reason.
What we do cover
We stand behind what we ship. If any of the following happens, contact us and we will make it right.
1. Wrong plant sent. If we ship a species other than the one you ordered, we will replace it on our next shipment or refund it in full, at your choice.
2. Plant arrives dead on arrival. If a plant arrives with no viable growing point — not simply tired, limp or leafless, but genuinely dead — we will replace it or refund it.
3. Plant lost in transit. If the carrier loses your parcel and it is confirmed lost, we will replace or refund it.
How to make a claim
Claims must be submitted within 48 hours of delivery, as recorded by the carrier's tracking. You must send:
- Clear photographs of the unopened parcel, showing the shipping label
- Photographs taken as you open the box, before removing packing material
- Clear photographs of the plant, roots included, in natural light
- Your order number
Send these to nocturnalxgardens@gmail.com.
We cannot assess a claim without opening photographs. This is not a formality — it is the only way to tell transit damage from an issue that arose after delivery, and it is what our carrier requires from us as well.
What normal arrival looks like
Rare aroids travel bare-root by air for several days. On arrival it is completely normal for a plant to look limp, tired or dehydrated, to have yellowed or dropped one or two lower leaves, to show minor edge damage or a bent petiole, or to have very few roots because they were trimmed for export.
None of this is damage and none of it is grounds for a claim. These plants recover. Our care guide explains exactly how to settle a bare-root import, and we will help you personally if you ask.
Customs, duties and import permits
You are the importer of record. Any customs duties, taxes, brokerage or handling fees are yours to pay. If your country requires an import permit, obtaining it before ordering is your responsibility. If a parcel is seized, destroyed or refused entry by your country's authorities, we cannot refund it.
If you are unsure what your country requires, ask us before you order. We would far rather answer that question in advance than have your plant destroyed at the border.
Cancellations
Orders can be cancelled for a full refund only if the plant has not yet been cut. Once cutting and certification begin, usually within a few days of ordering, the order cannot be cancelled.
Approved refunds
Where a refund is approved it is issued to the original payment method. Please allow 5–10 business days for it to appear, depending on your bank.
Questions
nocturnalxgardens@gmail.com — we answer our own messages, usually within one working day.