Buyer Protection Policy

How we protect every purchase you make

You are protected against:

Item never arrives

Plant arrives dead or severely damaged

Wrong plant sent

Plant significantly different from listing

Seller becomes unresponsive

Fraudulent listings

Unauthorized charges

Seller ships but tracking never updates

How Our Dispute Process Works

Step 1 · Anytime after purchase

Open a Dispute

If something is wrong with your order, open a dispute within 48 hours of delivery (or any time if the item never arrived). Describe the issue and upload photos as evidence.

Step 2 · Within 72 hours

Seller Responds

The seller has 72 hours to respond with their account of events and evidence. If they don't respond, the dispute is automatically resolved in your favor.

Step 3 · 1-3 business days

We Investigate

Our team reviews all evidence from both parties — photos, tracking, messages, and listing details. We do NOT automatically side with the buyer or seller.

Step 4 · Within 5 business days

Fair Decision

We issue a decision: full refund, partial refund, or payment released to seller. Both parties are notified with a clear explanation of the decision.

Why We Don't Auto-Refund

Many platforms automatically refund buyers without investigating. While this sounds buyer-friendly, it actually hurts everyone:

Honest sellers get hurt

Good sellers lose money on legitimate sales when bad-faith buyers abuse auto-refund policies.

Prices go up

Sellers raise prices to compensate for fraudulent refund losses, making plants more expensive for everyone.

Good sellers leave

The best sellers abandon platforms with unfair policies, leaving only lower-quality options.

Our investigation-based approach protects honest buyers from fraud and honest sellers from bad-faith claims. We believe fairness to both sides creates a better marketplace for everyone.

Tips to Protect Your Purchase

Film yourself opening the package

A short video of unboxing is the strongest evidence in any dispute.

Report issues within 48 hours

The sooner you report, the easier it is to investigate. Don't wait.

Check seller trust scores

Buy from Verified sellers with high trust scores and positive reviews.

Message the seller first

Many issues can be resolved directly with the seller before opening a formal dispute.

Confirm delivery promptly

Once you're happy with your plant, confirm delivery to release payment to the seller.

Never file a chargeback

Filing a chargeback with your bank while a dispute is open will result in account suspension. Use our dispute system instead.

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