Live Arrival Guarantee
We want every plant to arrive safely and in good condition. That's why all live plants sold by The Aroidarium are covered by our 7-day Live Arrival Guarantee.
Plants are living organisms and can experience stress during transit, but this guarantee exists to protect against serious issues that occur as a result of shipping.
What the Live Arrival Guarantee Covers
Our guarantee applies if a plant:
- arrives dead on arrival (DOA), or
- arrives in poor condition due to transit
If you believe there is an issue covered by this guarantee, please contact us within 7 days of delivery, including:
- your order number
- clear photos of the plant
- photos of the original packaging
Each case is assessed individually to ensure a fair outcome.
What Is Not Covered
The Live Arrival Guarantee does not cover:
- minor cosmetic imperfections
- leaf marks or blemishes
- natural variation in size, shape, or colour
- signs of normal acclimation, such as leaf drop or slowed growth
- issues arising from care or environmental conditions after delivery
These are all common when plants adjust to a new environment.
Weather & Shipping Delays
To protect plant health, we may delay dispatch during periods of extreme heat, cold, or adverse weather conditions.
Weather-related delays do not affect your eligibility under this guarantee.
Outcomes
If a claim is approved under our Live Arrival Guarantee, we may offer:
- a replacement plant (where available)
- a partial refund
- a full refund
The outcome offered will depend on stock availability and the nature of the issue.
Relationship to Other Policies
The Live Arrival Guarantee operates alongside our Returns & Refunds Policy and does not extend to change-of-mind returns on live plants, which are perishable goods.
Nothing in this guarantee affects your statutory rights under UK consumer law.
