Dead on Arrival Policy

  • Risk Acknowledgment:Importing plants contains inherent risks (for example, yellowing/wilting leaves, acclimatization problems). We cannot guarantee that it is free from this risk.
  • Live Plant Arrival Guarantee: If the plant arrives in unhealthy or bad condition, contact us within 24 hours with photos/videos and details of the plant condition. Eligible complaints can be in the form of reimbursement, refund, or store credit.
  • The live plant warranty is valid for up to 3 days after arrival. After those 3 days, you will be fully responsible for the care of the plants you have.
  • Cancellation Policy: Cancellation can only be accepted if the request is made within 24 hours after booking.
  • Exception: We are not responsible for damage caused by external factors (for example, courier problems, weather, lost/stolen package), or cosmetic damage such as yellowing or torn leaves, which is a general shipping risk.

Refundable Receiving Damage

This information is dedicated to claiming our dead-on-arrival policy warranty. Before understanding the types of damages, you should be aware of several things that can void your warranty, such as:

  • Not having unboxing videos of plants.
  • Not unboxing the plants on the arrival date of plants (Date+0 of arrival).
  • Not reporting receiving damage as per the date of plant arrival at your designated delivery location (Day+0 of arrival).
  • Not updating plant condition 5 days after arrival to our customer service(Day +5 of arrival), along with detailed videos and/or photos of the damage.
  • Improper plant treatment that is causing plant dead / condition worsening will not be refunded.

There are various types of import damages, some of which are refundable while others are not.

Below is an example of damages that are not covered by our DoA policy warranty, and will not be refunded:

  • Plant cosmetic damages. May include, but not limited to:
    • Yellowing leaves
    • Wilted leaves
    • Folded leaves
    • Broken stem/petioles
    • Bite marks, spots, or scars left by pests or fungus, but the pests or fungus themselves are no longer active
  • Third-party delivery provider caused damages. May include, but not limited to: 
    • Shipping delay
    • Broken packaging box or packing materials
    • Missing package due to courier mistake
  • Customer caused damages. May include, but not limited to:
    • Wrong address information
    • Wrong contact information input
    • Mishandling or delaying package receiving
    • Damage by sharp tools when unboxing plants
    • Unboxing or acclimating in inappropriate conditions that may cause plant stress
  • Other external and uncontrollable damages. May include, but not limited to:
    • Weather damage
    • There is hot/cold damage after Leafs Indonesia has taken appropriate actions
    • Force majeurs
Types of Damages Partial/Fully Refundable
Root Damage on Arrival (measured roughly from overall root mass, chonk not included)
Root Rot less than 50% ✕
Root Rot more than 50%  ✔
Plant Died on arrival  ✔
Chonk Damage on Arrival (measured roughly from chonk length, roots not included)
Chonk Rot less than 60% ✕
Chonk Rot more than 60% ✔