Shipping, Returns, and Refund Policy
1. Shipping Policy
- Order Processing: All orders are processed and shipped promptly using reputable carriers. The estimated delivery time will be provided at checkout, and you will receive a tracking number once your order has been dispatched.
- Shipping Charges: Shipping fees are calculated at checkout based on your location and the size of your order. Please note that shipping fees are non-refundable even in cases where a reshipment is applicable.
- Delivery Issues: In the unlikely event of any delivery issues (such as an incorrect address provided by the customer), we advise you to contact us immediately. However, please note that such issues may delay the resolution process.
2. Returns and Refunds Policy
- Final Sale: All sales at xplantdna are considered final. We do not accept returns, exchanges, or offer refunds under any circumstances.
- No Refunds: Once an order is confirmed, no refunds will be issued regardless of the reason. This policy is in place due to the nature of the product being a live plant, which inherently possesses variability in condition at the time of delivery.
3. Reshipment for Documented Issues
- Eligibility for Reshipment: If you encounter an issue with your plant (such as damage during delivery or a defect) that is documented within the first 24 hours of delivery, we will gladly reship the plant to you.
- Required Documentation: To qualify for a reshipment, you must contact us within 24 hours of receiving your delivery. Please include:
- A clear description of the problem.
- Photographic evidence or any other required documentation that demonstrates the issue.
- Verification Process: Once your claim is submitted, our team will review the provided documentation. If the claim is verified, we will arrange for a replacement plant to be shipped as soon as possible.
- Timeframe: Claims made after the initial 24-hour window will not be eligible for a reshipment or any other form of compensation. We encourage prompt reporting to ensure the best possible outcome.
4. Important Exclusions
- Natural Variations: Please understand that minor natural variations in plant appearance are inherent with living products and do not qualify as valid grounds for a reshipment.
- Customer Errors: Orders affected by incorrect shipping information provided by the customer or other errors not related to the product condition at delivery are not eligible for reshipment.
- Shipping Costs: All shipping fees associated with the original order or any subsequent reshipment will not be refunded or waived.