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.
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 30% 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.
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.
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.