3.1 48-Hour Live Arrival Inspection Window
Because our products are living botanical specimens, any transit-related damage, severe root displacement, broken pottery, or model discrepancies must be reported to our engineering desk within 48 hours of physical delivery. To qualify for a replacement or store credit claim, the item must remain inside its original received container, must not have been repotted, altered, or pruned, and must be accompanied by high-resolution photographic evidence showing the untampered root base and factory substrate layer.
3.2 Custom Pottery & Altered Flora Exclusions
To maintain strict phytosanitary safety and biological security across our nursery networks, any plant that has been extracted from its original nursery potting medium, treated with external chemical leaf shiners, or subjected to third-party soil mixing cannot be returned or exchanged. Furthermore, custom-painted geometric planters or bespoke built-in corporate office installation payloads are strictly excluded from returns or refunds.
3.3 Assessment & Resolution Timelines
Once a live arrival claim is verified by our horticultural team, approved solutions are processed as an immediate identical botanical replacement delivery or direct store wallet credits within 5-7 business days. In cases where a return shipment of physical hardware (such as standalone ceramic planters or structural plant stands) is required, the logistics and tracking arrangements will be fully managed and covered by GreenFlora.