Política de reembolso

Cancelation
If you need to cancel your order, please note that a 20% processing fee (excluding shipping) will apply. This fee helps cover the costs of export documents and preparation work that begins shortly after your order is placed.
We appreciate your understanding and support for our small business.

Return
We do not accept returns.

Refunds
We offer refunds up to a maximum of 70% of the purchase price for plants that arrive Dead on Arrival (DOA). To be eligible, please contact us within 24 hours of delivery with clear photos showing the condition of the plant(s). This policy applies only to plants confirmed as DOA. Please note that shipping costs are non-refundable.

Replacement
We provide replacements for plants that arrive Dead on Arrival (DOA). To be eligible, please contact us within 24 hours of delivery with clear photos showing the condition of the plant(s). This policy applies only to plants confirmed as DOA. 

How to Take Photos for Claims
To help us process your refund/ replacement request smoothly, please follow these guidelines:

  1. Take one group photo showing all plants you received, lined up clearly from leaf to roots.
  2. Include close-up photos of the affected DOA plant(s), highlighting the damage.
  3. If plant identity is unclear, please also take individual photos showing the name label on the plastic wrapping.

We appreciate your cooperation and understanding in helping us provide the best service possible.

Example:
(The image shown below depicts all healthy plants. It serves as an example of how to take pictures for replacement claims. The bare roots and all plants in one package are shown in a single picture.)

shipping plants

Please note that we do not offer replacements for the following conditions, as they are considered normal risks during international shipping:

  1. Yellowing or aging leaves
  2. Broken or bent stems
  3. Leaf damage (rips, tears, or minor bruising)
  4. General travel stress

Additionally, replacements will not be granted in the following cases:

  • Packages returned to the sender due to missing or incomplete import documents provided by the buyer
  • Packages held or destroyed by customs for the same reason
  • Failure to provide clear photo proof of the DOA (Dead on Arrival) plant within the required timeframe

We truly understand the excitement of receiving healthy plants, and we do our best to ensure they arrive in great condition. Your understanding of these shipping realities is greatly appreciated. 🌿

Replacement Shipping:
If your replacement request is approved, shipping costs for the replacement item will be the buyer’s responsibility. 
Alternatively, you may choose to place a new order, and we’ll include the replacement plant(s) in that shipment—saving you on extra shipping costs.

Special Case
While ripped leaves, yellowing, or travel stress are not covered under our replacement policy, we truly value your trust and continued support.
If you experience these minor issues and decide to place another order, we’ll gladly consider including a replacement for the affected plant(s) in your next shipment as a gesture of goodwill.
Thank you for understanding the challenges of international plant shipping, and for being a valued part of our plant-loving community.

Please choose your preferred solution carefully, as you may only claim either a refund or a replacement once for the same order.

If you have any questions or concerns about your order or a specific item, please don’t hesitate to reach out—we’re here to help!

By placing an order, you acknowledge and agree to the terms and conditions outlined above. All essential information is provided here, but if you need further clarification, feel free to contact us at okanoka.tanaman@gmail.com.
We truly appreciate your trust in Okanoka. 🌱

Last updated: 26 March 2025