The boring bits... so we can get back to talking about plants.
Import Plant Disclaimer & Care Policy
At Plants Before People, we take great care in sourcing and importing healthy, high-quality plants. As these plants travel internationally, some signs of shipping stress and acclimation are completely normal. Please read the following before placing your order.
General Import Stress
Imported plants may arrive with yellowing leaves, browning, minor cosmetic damage, leaf loss or signs of dehydration. These are considered normal effects of transport and acclimation and are not grounds for a refund or replacement.
Each plant is unique and natural variation in size, shape, maturity and variegation should be expected.
Tissue Culture Plants
Tissue culture plants require an acclimation period after being removed from sterile conditions. It is completely normal for tissue culture plants to experience melting leaves, browning, yellowing or leaf loss during this process.
As long as the stem or growing point remains firm and healthy, the plant is considered viable and is not eligible for a refund or replacement.
If a tissue culture plant arrives completely dead on arrival, you must notify us within 12 hours of receiving your parcel with clear photographs of the unopened packaging and the plant. Claims submitted after this period cannot be considered.
Dead on Arrival (DOA) Policy
If a plant arrives Dead on Arrival (DOA), meaning it has rotted into the stem and is beyond salvage, you may choose one of the following resolutions once your claim has been approved:
- A full refund
- Store credit to use on a future purchase
- A replacement plant on the next available import
Please note that this policy excludes Alocasia and Begonia, as these genera have their own specific DOA and acclimation policies due to their nature. Please refer to the relevant Alocasia and Begonia sections under Our Dirt for further information.
A DOA claim must be submitted within 12 hours of delivery and include clear photographs of the plant, roots, stem, and packaging.
Alocasia & Caladiums
Alocasias and Caladiums commonly lose leaves during shipping and acclimation. This is normal behaviour.
If the corm, bulb or stem remains firm and healthy, the plant is considered alive and capable of producing new growth.
Should an Alocasia arrive genuinely dead on arrival, a maximum refund of 50% of the purchase price may be considered after assessment. Full refunds or replacements will not be provided for leaf loss or acclimation stress.
Begonias
Begonias are imported only on customer request.
Due to the delicate nature of Begonias during international shipping, they are purchased entirely at the buyer’s risk.
No refunds, replacements or credits will be issued should a Begonia arrive damaged or dead on arrival.
Monstera Import Care
Monstera are well known for developing some root rot during the import process, and this is considered a normal result of long-distance shipping. In most cases, the affected roots can be removed and the plant will go on to establish a healthy new root system and thrive.
The most important stage is the initial acclimation period. Promptly removing any damaged roots, maintaining good hygiene, and providing the correct aftercare will significantly reduce the risk of stem rot and give your plant the best chance of a successful recovery.
For detailed guidance, please visit our Grow With Us section, where we’ve put together our recommended Monstera import care guide.
Please Note: Root rot affecting the roots alone is not considered Dead on Arrival (DOA). A Monstera will only be considered DOA if the rot has progressed past the final node and into the stem, leaving the plant beyond reasonable chance of recovery.
Import Stress & Plant Recovery
On rare occasions, a plant may arrive showing significant import stress. This is a normal part of importing live plants and is experienced by importers worldwide. Long transit times, changes in temperature, and the acclimation process can all contribute to cosmetic damage or the loss of leaves.
In some cases, the best course of action is to cut the plant back and propagate it from a healthy node. While this may seem daunting to first-time importers, it is a common practice among collectors and is often the quickest path to a healthy, thriving plant.
We strongly encourage all customers to familiarise themselves with basic propagation and acclimation techniques before purchasing imported plants. Our Grow With Us guides provide step-by-step instructions to help you through the process.
In most cases, a firm, healthy node has an excellent chance of making a full recovery with the correct care and conditions, even if the rest of the plant has experienced significant shipping stress.
Shipping & Courier
Once your order has been collected or handed to the courier, responsibility transfers to the customer.
Plants are living products and we cannot be held responsible for delays, mishandling, temperature exposure or other issues that occur during transit.
We recommend collecting your parcel as soon as possible after delivery to minimise unnecessary stress on your plants.
Reporting an Issue
If your order arrives with a plant that is completely dead on arrival, please contact us within 12 hours of receiving your parcel.
Claims must include:
- Clear photographs of the unopened parcel.
- Clear photographs of the affected plant.
- Your order number.
Claims submitted outside of this timeframe cannot be assessed.
Order Collection Policy
Orders must be collected within 7 days of notification unless an alternative collection date has been arranged with us in advance. We are unable to hold orders beyond this period.
Any request to delay collection must be made before the 7-day period ends, and approval is at our discretion. We are under no obligation to grant a delay.
If your order is not collected within 7 days and no prior arrangement has been made, we cannot be held responsible for any decline in the condition of the plant(s) resulting from the delay. No refunds, credit or replacements will be issued for orders not collected within this timeframe.
If you are unable to collect your order within 7 days, please contact us beforehand to arrange a suitable alternative.
Stock Availability
While we make every effort to keep our website inventory accurate and up to date, all plants are subject to supplier availability.
On rare occasions, a plant may still appear as available on our website after it has already sold out with our supplier or is no longer available. Unfortunately, this is beyond our control, as supplier stock levels can change without notice.
If this occurs after you have placed your order, we will contact you as soon as possible and issue a full refund for the unavailable item to your original payment method. We cannot be held liable for supplier stock discrepancies or any disappointment caused by an item becoming unavailable before your order can be fulfilled.
We appreciate your understanding and will always do our best to keep our inventory as accurate as possible.
Incorrect Plants
While every effort is made to ensure orders are packed correctly, occasional label mix-ups can occur during the packing process.
If you receive an incorrect plant, please notify us within 12 hours of receiving your parcel with photographs, and we will work with you to resolve the issue.
Import Quality
Imported plants have travelled a long distance and may not arrive looking “Instagram perfect.” Minor cosmetic damage, older leaf loss, slight root pruning, and acclimation stress are normal and do not affect the long-term health of the plant. Purchasing imported plants means accepting these inherent characteristics.
Pre-Orders
All estimated arrival dates provided for pre-order plants are approximate and are subject to change.
As our plants are imported internationally, delays may occur due to factors beyond our control, including but not limited to international freight, customs inspections, airline schedules, biosecurity requirements, weather conditions, and other unforeseen circumstances.
While we will always endeavour to keep customers informed of any significant delays, Plants Before People cannot guarantee specific arrival dates. Your order may arrive earlier or later than the estimated timeframe.
Customer Responsibilities
Customers are responsible for researching the care requirements of each plant before purchasing. Plants Before People cannot be held responsible for losses resulting from incorrect care, environmental conditions, pests introduced after delivery, or failure to acclimate the plant correctly.
Limitation of Liability
Our liability is limited to the purchase price of the plant. We are not liable for indirect, incidental or consequential losses arising from the purchase or ownership of our plants.
Order Cancellations
Once an order has been placed, it cannot be amended or cancelled.
As soon as your order is submitted to our growers overseas, it locks in and cannot be reversed. Should you decide to cancel or walk away from the order at that stage, the 50% deposit paid will not be refunded under any circumstances.
In exceptional circumstances, and entirely at the discretion of Plants Before People, we may agree to cancel an order before it has been processed. Where a cancellation is approved, any non-refundable payment processing fees charged by our payment provider may be deducted from the refund. The remaining balance will be refunded to the original payment method used for the purchase.
Plants Before People reserves the right to decline cancellation requests at its sole discretion.
Refunds, Store Credit & Replacements
Refunds
Where a refund has been approved, please allow up to 5 working days for the funds to reflect in your account. Processing times may vary depending on your bank or payment provider.
Store Credit
If you choose store credit instead of a refund, the credit will automatically be added to your customer account and can be used towards any future purchase on our website. Store credit is applied immediately once your claim has been processed.
Replacements
If a replacement has been approved, it will be added to your next available order. The replacement item will appear in your online order confirmation so you can easily verify that it has been included before your order is dispatched.
Final Sale Policy
All sales are final. We do not accept returns, exchanges, or cancellations once an order has been placed.
As we supply live plants, each plant is unique and continues to grow and change over time. We cannot guarantee that a plant will look identical to the photographs shown on our website.
Please ensure you have carefully read the product description and our Terms & Conditions before completing your purchase.
If your order arrives damaged or there is an issue covered under our Dead on Arrival (DOA) Policy, please contact us within the required reporting period with clear photographs so we can assess the claim.
By placing an order with Plants Before People, you acknowledge and agree to this Final Sale Policy.