Refund and Returns Policy

At Jardinier.id, we take immense pride in exporting exceptionally healthy, premium tropical plants and fresh exotic fruits globally. Because we are dealing with living organisms and perishable goods, we have established the following strict policies to ensure clarity, fairness, and mutual protection.

1. Strict No-Return Policy (All Sales Are Final)

Due to the highly delicate and perishable nature of fresh exotic fruits and living organisms—such as tropical aroids including Monstera, Anthurium, Scindapsus, and Calathea—all sales are final.

We strictly do not accept physical returns under any circumstances. Subjecting already stressed plants or fresh fruits to a return journey across continents will inevitably result in total loss.
If a valid claim is approved under our guarantee, the resolution will be provided in the form of a partial/full refund or a replacement. You will never be required to ship the dead or damaged item back to Indonesia.

2. Conditional Live Arrival Guarantee & Transit Limits

We meticulously prepare our plants for export, shipping them bare-root wrapped in premium sphagnum moss to comply with international regulations. However, live plants have strict biological limitations when confined to dark boxes without airflow.

The 7-Day Transit Limit: Our Live Arrival Guarantee is strictly valid only if the package spends 7 calendar days or less in transit. This timeframe is calculated from the courier’s first origin scan to the final delivery scan at your address.
Customs Holds & Courier Delays: If a package is delayed beyond the 7-day limit due to customs inspections, import clearance holds, or courier operational delays, the Live Arrival Guarantee is completely voided. Prolonged transit times are considered Force Majeure and are beyond our control. In such events, the buyer assumes 100% of the risk regarding the condition of the plants or fruits upon arrival.
Mandatory Unboxing Video: For any claim to be considered valid within the 7-day transit window, you must submit a continuous, unedited video of the unboxing process. Claims without this visual proof will be automatically rejected.

3. Dispute & Chargeback Policy

We are fully committed to resolving any legitimate issues fairly and amicably. By placing an order at Jardinier.id, you explicitly agree to contact our customer support team to seek a resolution before initiating any dispute or chargeback with your bank, credit card issuer, or payment provider.

Chargebacks filed for reasons outside our control—such as customs seizures, courier delays, or transit times exceeding our 7-day limit—are considered a direct violation of these Terms and Conditions.
Chargeback Defense: Any illegitimate chargeback will be rigorously disputed. Jardinier.id will submit comprehensive evidence to the financial institution, including your explicit agreement to these terms at checkout, pre-shipment photographic evidence, and our official government-issued Phytosanitary Certificate, which serves as legal proof that the plants were inspected and certified 100% healthy immediately prior to export.

4. Non-Refundable Costs

Please be advised that international shipping fees and the cost of the Phytosanitary Certificate are strictly non-refundable in all scenarios, regardless of the outcome of a claim.