We would like to take this opportunity to thank you for shopping on our website! We trust that you are satisfied with the purchase you have made, but also we understand that mistakes can happen on both ends!
We do our best at Arunalu Plants to ensure all our plants and accessories are of the highest quality. Occasionally there are products that are not up to standard or that are damaged in transport. This policy outlines the steps you and we will take to make sure your shipping experience will keep you coming back time and time again. If you are unhappy with your purchase please let us know so we can find a solution for you.
HOW TO MAKE A REFUND / REPLACEMENT
If you are thinking of making a refund/replacement please email us ASAP. Please include photos of the issue and a brief description. Email: [email protected]
All products that are collected from the store, and/or purchased in person are considered to be of satisfactory quality. It is therefore at our discretion the product qualifies for a refund or replacement. Please provide as much information as possible to assist us.
PROOF OF PURCHASE
Proof of purchase is required to make any refund / replace. All our receipts are issued via email. If you are unable to find your receipt, we can help! If you can provide the details of your purchase (order number) and your contact information, we may be able to track down your order.
One-time replacement will be sent out at our cost for products supplied with delivery faults or if the wrong product was sent. Replacement plant shipping cost is at the customer’s expense. If the product was damaged during shipping or after receipt by you, contact us to discuss options at that time
Since plants are perishable, we do not accept returns under any condition. All sales are final but we can negotiate any refund or replacement.
WHEN WE CANNOT REFUND / REPLACE
- 30 days after purchase
- 3 days after the delivery when claiming the product was damaged in transit
- 3 days after the delivery when claiming a product is missing from the order
- 5 days after the delivery when claiming the plants’ health or quality are unsatisfactory
- If the product has been damaged by the customer
- If the plant has been re-potted by the customer
It is extremely rare that packages are broken or damaged in transit. If your order is damaged during shipping, we need to be contacted within 48 hours of you receiving the damaged package. We will do our best to correct the issue.
Our guarantee policy does not cover plants shipped out of recommended areas, damage from animals, human error, extreme weather damage, over-watering, drought, insects, poor soil conditions, and/or your gardening abilities. Plants are living organisms that can die from many different causes beyond our control. We do our best to make sure you are getting a quality and viable product. We want you to succeed and we will do our very best to give you the information needed to properly transplant and care for your plant.
Some trees and shrubs are subject to transplant shock and will just need time to completely recover. As with all living plants, each requires care and proper nutrients to acclimate to their new environments. Broken branches are cosmetic and should be pruned; wilted leaves are a result of long-distance travel and will recover after water and rest. Time and patience are also essential needs for plants to successfully transition to their new surroundings.
CHANGE OF MIND
We do not accept change of mind returns. We are a small business, and we pay non-refundable fees when we process your payment, either online or in-store. Our staff spends time preparing your order, helping you in-store, caring for plants, and unboxing pots. All these costs cannot be recovered.
We are very careful to properly and correctly label all varieties true to name. If we have sent the incorrect plant, please notify us immediately and we will send the correct variety at our expense. A proper proof will be required to initiate a reshipment.
FAILING TO COLLECT ORDERS
All click and collect, local pick-up, or orders left in store for later collection must be picked up within 30 days. After 30 days your order will be voided without refund, credit, or exchange.
If you think there may be an issue with collecting your order please let us know when you may be able to come in, or if we can organize delivery. We do not offer change of mind refunds if you are unable to collect your order.
The delivery address provided must allow for delivery of your order during our business hours and weekdays, or alternatively, allow for the order to be left in a safe position. If the order is returned to us due to this, you will be responsible for any additional courier cost or return to sender fees.
If an incorrect address is provided and the freight returned to us, you will be responsible for any additional courier cost or return to sender fees.
Please DO NOT proceed with the planting if you are concerned with its condition upon receipt. We need to know immediately, otherwise, the plant’s viability will fall out of our control and responsibility. If you proceed with planting a “poor quality” or “damaged” plant and contact us, we will follow our terms of service and guarantee policies.