English
Windward Plant inspects each plant before shipment and packs it carefully. If your order arrives damaged or in an unexpected condition, please contact us promptly.
Inspection and reporting timeframes
Please unpack and inspect your plants as soon as possible after delivery. We recommend taking photos within 24 hours and reporting any issues within 48 hours of the delivery time recorded by the carrier.
Please provide your order number and a description of the problem through our website contact channels. We will still assess issues reported after these timeframes using the available evidence. These reporting timeframes do not limit your rights under applicable consumer protection laws.
Photos and supporting evidence
To help us assess the issue, please provide:
- Clear photos of the entire plant.
- Close-up photos of any damage or unusual condition.
- Photos of the outer shipping box and internal packaging.
- A photo of the shipping label so we can identify the package.
We recommend recording an unboxing video for high-value plants and tissue culture (TC) plants. However, the absence of a video will not be the sole reason for refusing assistance.
Where practical, please take photos before repotting, pruning or making other changes. Do not delay necessary care to preserve evidence. Please keep the packaging until we have completed our assessment.
Normal shipping stress and minor damage
Live plants may show temporary wilting, a small number of yellowing leaves, minor leaf tears or leaf loss after transit. These signs do not necessarily mean the plant is dying.
For minor cosmetic damage that does not significantly affect plant health and does not materially depart from the product description, we will usually offer care advice first. If the damage significantly reduces the value of the plant purchased, we may agree on a partial refund with you.
Severe damage or plants dead on arrival
If a plant is dead on arrival or has severe damage that is unlikely to recover with reasonable care, we will review the supporting evidence and offer:
- A refund for the affected plant; or
- With your agreement and subject to availability, a replacement of the same variety with comparable size and quality.
We cover shipping for approved replacements. We will not substitute another variety without your consent.
If the entire order qualifies for a refund because of arrival damage or death, we will refund the merchandise amount or provide a replacement at no charge. If only some plants in the order are affected, we will refund the corresponding merchandise amount.
Please do not return plants without contacting us first. If a return is required for a confirmed arrival issue, we will arrange and pay for return shipping.
Special notes for tissue culture plants
Tissue culture (TC) plants require appropriate deflasking and acclimatization after removal from their sealed culture containers.
If you notice a broken seal, leaking container, visible mold or plant rot on arrival, please photograph the container and plants before opening where possible, and contact us promptly.
Arrival coverage concerns the plants' condition at delivery. It does not guarantee successful deflasking or acclimatization, or subsequent long-term growth. However, opening a container does not automatically invalidate a claim for a problem that was already present on arrival.
Variegated plants and natural variation
Every plant is unique. Unless a product page explicitly states “what you see is what you get” or that the actual plant pictured is for sale, product images illustrate the variety and the described range of size and quality.
Leaf shape, color and variegation may vary naturally. Unless the product page expressly promises otherwise, we do not guarantee that the proportion, color or distribution of variegation on future leaves will exactly match existing leaves.
Natural variation does not include sending the wrong variety and does not justify delivering a plant that materially differs from its description.
Care after delivery
Please retrieve your package promptly after delivery, bring it indoors, and follow any care or acclimatization instructions provided with your order.
Damage caused entirely by unsuitable care or conditions after delivery is generally outside arrival coverage. Examples include prolonged exposure to extreme temperatures after delivery, overwatering or underwatering, and unsuitable acclimatization conditions.
We assess each case using the arrival condition, photos, reporting time and care history. If you are unsure whether an issue arose during transit or aftercare, please contact us.
Response and resolution times
We aim to reply within 48 hours of receiving your message and propose a resolution within 2 business days after receiving sufficient information to assess the issue.
Approved refunds will be returned through the original payment method. The time for funds to reach you depends on the payment provider.
We will agree on replacement timing with you, taking stock availability and weather conditions into account.
Returns and exchanges for other reasons
Because live plants are fragile and perishable, we generally do not accept returns or exchanges for a change of mind or personal preference, except where required by applicable law.
This does not affect assistance for plants that arrive damaged or dead, are the wrong variety, or materially differ from their description. It also does not limit any other rights you have under applicable consumer protection laws.