Greenhouse AFL
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Live Arrival Guarantee & Refund Policy

Your plants are our reputation. We guarantee live arrival when you follow our simple unboxing conditions.

Last updated: August 23, 2026 • Greenhouse AFL, Bogor, Indonesia

LIVE ARRIVAL GUARANTEE

We export live plants with professional bare-root packing and DHL Express handling, but long-distance transit inevitably involves stress. This policy explains exactly what we guarantee, what we do not, and how to claim.

By placing an order at greenhouseafl.web.id you agree to the conditions below. If you have any questions before ordering, please contact us on WhatsApp first.

1. Our Promise

If your plant arrives dead, completely rotted, or non-viable (no healthy stem/root viable for recovery), we will offer you:

  • Option A — Free replacement of the same species/size on your next shipment (you pay only the shipping + phytosanitary cost for the replacement; the plant itself is free), or
  • Option B — Refund of the plant price (excluding original shipping, phytosanitary, and CITES fees) via the original payment method (Wise / PayPal / bank transfer) within 7–14 business days after approval.

You choose; we confirm via WhatsApp. We cannot refund or replace the shipping/document fees because those are paid to DHL and the quarantine agency.

2. Conditions to Qualify — 24-Hour Unboxing Video

All claims must meet these conditions; otherwise we cannot approve them:

  1. Unedited unboxing video required — within 24 hours of DHL delivery scan. The video must show: the sealed box (with DHL waybill visible), you opening it continuously without cuts, and each plant unwrapped clearly. Photos alone are not accepted, because damage can occur after opening.
  2. Contact us within 24 hours of delivered status, via WhatsApp +62 895-3430-62163 with: your order number, DHL AWB, the video, and 2–3 clear photos.
  3. Keep all original packing (box, moss, paper) until we resolve the case — DHL may require it for inspection.
  4. Follow immediate acclimation advice we provide; do not discard the plant before we respond (usually within 24–48 hours).
Why video? An uncut unboxing proves the condition on arrival. Without it, we cannot distinguish transit damage from post-opening handling, overwatering, or cold/heat after delivery. This is standard for all reputable international plant exporters.

3. What Is Covered

  • Plant arrives dead on arrival (DOA) — blackened/mushy stem and roots, completely collapsed, no viable node.
  • Severe freeze/heat damage where the meristem and all leaves are irreversibly damaged and the plant cannot recover.
  • Major breakage where the main stem is snapped at the base and non-viable.

In these cases we replace or refund the plant cost as described above, provided you meet the 24-hour video rule.

4. What Is NOT Covered

These are considered normal transit stress for bare-root live plants and are not eligible for replacement/refund:

  • Minor cosmetic damage: yellowing of 1–2 lower/baby leaves, slight leaf curling, minor browning at leaf edges, bent or slightly bruised leaf, or loss of one leaf. The plant will recover with proper acclimation (bright indirect light, high humidity, no direct sun for 5–7 days).
  • Soil-free / bare-root condition: plants are shipped without soil intentionally for customs compliance; this is not damage.
  • Growth delay or slow acclimation (some aroids drop a leaf after transit; the node/root is still healthy).
  • Slight size/color variation vs. photo (unless sold as WYSIWYG) — see product description.
  • Damage caused after opening: overwatering, sunburn, repotting too soon, or leaving package in heat/cold after DHL delivery notice.
  • Delay without death: if DHL delivers late but the plant is alive, this is not covered (we will advise on recovery).

4.1 Customs Confiscation, Inspection Damage & Abandonment — Not Refunded

We provide all correct export documents from Indonesia: commercial invoice + Phytosanitary Certificate (+ CITES if required). However, import compliance is the buyer’s responsibility.

  • If your parcel is delayed, inspected, seized, or destroyed by your country’s customs/biosecurity because you lacked a required import permit (e.g., USA import permit for >12 plants), gave an incorrect address/phone, failed to pay import duties/taxes, or did not respond to a DHL/customs notice in time — we cannot refund or replace.
  • Similarly, damage caused by customs opening/inspection is not covered, as it is outside our control.
  • Please check your country’s import rules before ordering — message us on WhatsApp with your country and plant list and we will verify.

4.2 Address Errors & Failed Delivery

If DHL cannot deliver due to an incorrect/incomplete address or phone, or if the parcel is returned to Indonesia, return shipping and re-shipping costs are at the buyer’s expense. Refunds are not available for failed deliveries caused by buyer-provided details.

5. How to File a Claim via WhatsApp

  1. Within 24 hours of “Delivered” scan, record your uncut unboxing video.
  2. Send via WhatsApp to +62 895-3430-62163: order number + AWB + video + photos + short description.
  3. We review within 24–48 business hours (Mon–Sat WIB). We may ask for one extra close-up of stem/roots.
  4. Once approved, you choose replacement (next shipment) or refund. Refunds are processed within 7–14 business days to Wise/PayPal/bank. PayPal refunds may incur the PayPal fee difference.

Please keep a professional, respectful tone — we handle every genuine case fairly and have replaced plants for collectors worldwide.

6. Replacement Details

  • Replacement is same species and approximate size; if the exact clone is unavailable, we offer the closest equivalent or store credit.
  • Replacement is shipped together with your next order when possible to save you shipping costs; if you have no next order, you pay only the new phyto + DHL share.
  • Replacement inherits the same guarantee.

7. Cancellations & Pre-Shipment Issues

  • Before phytosanitary application: full plant-price refund minus 5% handling, upon WhatsApp request.
  • After phytosanitary/CITES is issued: documents cannot be refunded; plant price may be refunded or moved to store credit, less document fees already paid to the agency.
  • After DHL pickup: cannot cancel — see arrival guarantee above.

8. Questions?

We want you to feel confident ordering. See our Shipping Policy and FAQ for timelines and document details, or contact us:

WhatsApp: +62 895-3430-62163  |  Email: hello@greenhouseafl.web.id  |  Contact form

This guarantee applies only to retail orders placed via greenhouseafl.web.id / WhatsApp invoice and is governed by the laws of Indonesia. DHL’s own terms apply to courier liability. Our guarantee is in addition to, not in place of, any statutory rights you may have under EU/UK/AU consumer law where applicable.