At Jardinier.id, we take pride in shipping healthy, premium plants and fresh exotic fruits. Since we are dealing with living organisms and perishable goods, we have established the following policy to ensure a fair experience for both our customers and our botanical collection.
1. Mandatory Claim Requirement (Unboxing Video)
To be eligible for any refund or replacement, you must provide a continuous, unedited video of the unboxing process. The video must show the condition of the package before it is opened and the condition of the plants/fruits as they are taken out. Claims without a valid unboxing video will unfortunately be rejected.
2. Domestic Orders (Indonesia)
- 7-Day Guarantee: Claims must be submitted within 7 days of delivery.
- Repotting Rule: Any refund or replacement guarantee is voided if the plant has been repotted from its original nursery pot within the first 7 days. We recommend letting the plant acclimate to your environment first.
3. International Orders (Export)
International shipments are processed as bare-root (roots cleaned and wrapped in Sphagnum moss) to comply with global phytosanitary regulations.
- Scope of Guarantee: Our guarantee covers the condition of the plant at the moment of unboxing only. We are responsible for plants that arrive with severe damage such as stem rot or being completely dead upon arrival.
- Acclimatization & Potting: Once the plant is placed in your local potting mix or treated with your specific care methods, the risk is transferred to the buyer. We are not liable for plant death due to improper acclimatization, over-fertilizing, or incorrect media.
- Non-Refundable Costs: Shipping fees and Phytosanitary Certificate costs are non-refundable under any circumstances.
- Customs & Permits: Jardinier.id is not responsible for packages seized, destroyed, or delayed by customs in the destination country. Please ensure you have the required Import Permit if your country requires one.
4. Fresh Fruits
Due to the highly perishable nature of fresh fruits, these categories is Non-Refundable. We ensure only Grade A fruits are shipped. Any damage due to shipping delays or improper handling by the courier is outside our responsibility.
5. How to File a Claim
Please send your unboxing video and order number to jardinier.id@gmail.com. Our team will review your claim and respond within 3-5 business days.