Refund policy

Last Updated: August 9, 2026

Thank you for purchasing from Arthuriumss.

Because our products are living plants, each plant is unique and may naturally vary in size, shape, color, growth, and condition. This Return & Refund Policy explains the conditions under which returns, refunds, replacements, or other resolutions may be provided.

By placing an order through the Arthuriumss website, you acknowledge that you have read and agreed to this policy.

1. Living Plants and Product Condition

All plants sold by Arthuriumss are living plants and may experience changes during packing, transportation, and acclimation.

The following conditions may occur during shipping and do not automatically qualify for a refund:

  • Slightly yellowing leaves
  • Mild wilting
  • Leaves becoming folded or repositioned
  • Minor cosmetic damage caused by packaging or transportation
  • Temporary color changes caused by shipping stress
  • Changes in leaf shape or appearance after transportation
  • Some loss or movement of growing media
  • Temporary stress or reduced condition after arrival

These are natural risks associated with transporting living plants.

2. Pre-Shipment Inspection

Before shipping, each plant is inspected and documented by Arthuriumss.

We make reasonable efforts to ensure that the plant:

  • Matches the customer’s order
  • Is in suitable condition for shipment
  • Is securely packaged
  • Does not have any known serious issues before shipment

Photos and/or videos may be taken before shipment as documentation of the plant’s condition.

3. Dead on Arrival (DOA)

We understand that, in some circumstances, a plant may arrive in a severely damaged or dead condition due to the shipping process.

If a plant arrives dead upon arrival (DOA), the customer may submit a claim under the following conditions.

The customer must:

  1. Take photos and/or videos of the package before opening it, when possible.
  2. Record an uninterrupted unboxing video from the moment the package is opened until the plant has been fully inspected.
  3. Take clear photos and videos showing the condition of the plant.
  4. Contact Arthuriumss within 24 hours of delivery.
  5. Provide the order number and proof of purchase.
  6. Provide sufficient photographic or video evidence of the plant’s condition.

Claims submitted after this period may be rejected because the condition of a living plant can change significantly after it has been removed from its packaging and exposed to a new environment.

4. Damage During Shipping

If a plant arrives with significant damage caused by transportation, please contact us as soon as possible.

Minor cosmetic damage that does not prevent the plant from recovering or continuing to grow does not automatically qualify for a refund.

Each claim will be evaluated based on factors including:

  • The condition of the plant before shipment
  • The condition of the plant upon arrival
  • Unboxing photos and videos
  • The severity of the damage
  • Shipping duration
  • Packaging condition
  • Available information from the shipping provider

5. Resolution for Approved Claims

If a claim is approved, Arthuriumss may provide one of the following resolutions depending on the circumstances:

  • Full refund for a confirmed DOA plant
  • Partial refund for significant damage where the plant remains viable
  • Replacement plant, if an appropriate replacement is available
  • Store credit for a future purchase

The appropriate resolution will be determined based on the condition of the plant and the availability of replacement plants.

6. Returning Plants

Because plants are living products and their condition may change after leaving our facility, plants may not be returned without prior written approval from Arthuriumss.

Please do not send a plant back before receiving instructions from us.

Any unauthorized return shipment is made at the customer’s own risk and expense and does not guarantee a refund.

7. Incorrect or Missing Items

If you receive a plant that is different from what you ordered, please contact us within 24 hours of delivery.

Please provide:

  • Your order number
  • Photos of the plant received
  • Photos of the shipping label or package
  • Unboxing photos or video, if available

After verification, Arthuriumss may offer a replacement, refund, or another appropriate resolution.

8. Plant Changes After Arrival

We do not provide refunds solely because a plant changes after arrival due to environmental conditions.

Anthurium plants may respond to changes in:

  • Temperature
  • Humidity
  • Light intensity
  • Growing media
  • Watering conditions
  • Acclimation
  • Shipping stress
  • Environmental conditions

Customers are responsible for providing appropriate care and environmental conditions after receiving the plant.

9. Customs, Quarantine, and Import Regulations

For international orders, the customer is responsible for understanding and complying with the plant import regulations of their destination country.

Arthuriumss is not responsible for:

  • Plants being held by customs
  • Plants being rejected by quarantine authorities
  • Plants being destroyed by government authorities
  • Missing or insufficient import permits
  • Import restrictions or bans in the destination country
  • Customs duties, taxes, or import fees
  • Delays caused by customs or quarantine authorities

Refunds are not automatically guaranteed in these situations and will be evaluated on a case-by-case basis.

10. Incorrect Shipping Information

Customers are responsible for providing accurate shipping information, including:

  • Full name
  • Complete shipping address
  • Phone number
  • Email address
  • Any other information required for delivery

Arthuriumss is not responsible for lost, delayed, returned, or undeliverable packages caused by incorrect or incomplete information provided by the customer.

If a package needs to be shipped again, additional shipping costs may be charged to the customer.

11. Shipping Delays

Any shipping timeframe provided by Arthuriumss is an estimated timeframe and not a guaranteed delivery date.

Shipping may be delayed due to:

  • Customs procedures
  • Quarantine procedures
  • Weather
  • Public holidays
  • Logistics issues
  • Flight schedules
  • Import regulations
  • Circumstances beyond our reasonable control

A shipping delay does not automatically qualify an order for a refund.

12. Order Cancellation

Cancellation requests may be accepted if the order has not yet been prepared or shipped.

Once a plant has been packed or shipped, cancellation may no longer be possible.

If a cancellation is approved, transaction fees or other third-party fees that have already been charged and cannot be recovered by Arthuriumss may be deducted from the refund amount.

13. Refunds

If a refund is approved, it will generally be processed through the original payment method or another method agreed upon by both parties.

The time required for the funds to appear in your account may vary depending on your bank or payment provider.

Third-party transaction fees that cannot be recovered by Arthuriumss may be excluded from the refund amount where applicable.

14. Evidence Required for Claims

To ensure that claims are handled fairly, Arthuriumss may request:

  • Photos of the package before opening
  • An unboxing video
  • Photos of the plant
  • Videos showing the plant’s condition
  • Photos of the shipping label
  • Order number
  • Proof of payment
  • Tracking information
  • Other relevant information

Claims without sufficient evidence may require additional investigation before a decision can be made.

15. Fraudulent or Abusive Claims

Arthuriumss reserves the right to reject a claim if there is evidence of:

  • False or misleading information
  • Manipulated or altered evidence
  • Damage occurring after delivery
  • Improper handling or care after delivery
  • Abuse or repeated misuse of the refund or replacement policy

All claims will be reviewed based on the available evidence and circumstances.

16. How to Submit a Claim

To submit a return, refund, replacement, or damage claim, please contact Arthuriumss using the contact information provided on our website.

Please include:

Name:
Order Number:
Plant:
Delivery Date:
Description of the Issue:
Photos/Videos:

Our team will review the claim and provide an appropriate resolution after verification.

17. Contact Us

If you have any questions regarding this Return & Refund Policy or would like to submit a claim, please contact us.

Arthuriumss
Indonesia

Email: arthuriumss@gmail.com

Website: arthuriumss.com

Instagram: @arthuriumss

WhatsApp: +62 83806627080


By placing an order through the Arthuriumss website, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.