Refund policy

Last updated: October 20, 2026

Okanoka ships live tropical plants internationally from Indonesia. Because every international plant order may involve plant preparation, export documentation, phytosanitary procedures, packing, and international transportation, please review this policy before placing your order.

Order Cancellation

Orders begin processing shortly after payment is received.

Cancellation within 24 hours of placing the order, before export-document or phytosanitary processing has begun:
A 5% processing fee will be deducted from the plant subtotal. Any unused shipping charge will be refunded.

Cancellation more than 24 hours after placing the order, or after export-document or phytosanitary processing has begun, but before packing:
A 30% processing fee will be deducted from the plant subtotal. Any unused shipping charge will be refunded.

Once packing has begun or the order has been dispatched:
The order can no longer be cancelled.

Cancellation fees are calculated on the plant subtotal only and do not include shipping.

Returns and Exchanges

Because plants are living and perishable products, we do not accept returns or exchanges except where applicable law requires otherwise.

Dead on Arrival (DOA) Claims

If a plant arrives dead or non-viable, please contact Okanoka within 24 hours of the carrier-recorded delivery time.

Claims submitted after this period may not be eligible for refund or replacement.

Each claim is reviewed based on the condition of the affected plant, the evidence provided, and the circumstances of the shipment. Submitting a claim does not automatically guarantee approval.

Evidence Required for a Claim

Please provide:

  • Your order number.
  • One clear group photo showing all plants received, with the plants visible from leaves to roots.
  • Clear close-up photos of each affected plant and the area of concern.
  • A photo showing the plant label if identification is unclear.
  • Photos of the packaging if the package was visibly damaged during transit.

An unboxing video is strongly recommended, especially for larger orders or when significant shipping damage is visible.

Photo example for a claim:

The example image shows how plants should be photographed for a claim, with the plants clearly visible from leaves to roots.

What Is Not Normally Considered DOA

International plant shipping can cause temporary stress.

The following conditions do not by themselves qualify a plant as DOA when the plant remains viable:

  • Yellowing or aging leaves.
  • Temporary wilting, drooping, or loss of firmness.
  • Minor tears, bruising, or cosmetic leaf damage.
  • Broken or bent leaves or petioles when the main plant remains viable.
  • Leaf loss during transit or acclimation.
  • General travel stress.

When reviewing a claim, we consider the overall viability of the plant, including the condition of the roots, stem, rhizome, corm, node, or active growing point, as applicable.

For recovery guidance, please read After Your Plants Arrive.

Import, Customs and Delivery Responsibilities

Customers are responsible for providing accurate shipping information and any buyer-provided import permit or documentation required by the destination country.

Refunds or replacements are not available when a shipment is refused, returned, held, confiscated, or destroyed because of:

  • Missing or incomplete buyer-provided import documents or permits.
  • Incorrect or incomplete information supplied by the customer.
  • Prohibited plants or destination-country import restrictions that are the buyer's responsibility to verify.
  • Refusal of the shipment.
  • Failure to receive or collect the shipment.

This exclusion does not apply when the issue results directly from an error in documentation that Okanoka agreed to prepare and provide.

Customs inspections, agricultural inspections, and government or carrier delays may extend transit time and are outside Okanoka's direct control.

Approved Claim — Replacement

If a replacement claim is approved, Okanoka will provide a replacement plant subject to availability.

Shipping costs for a separate replacement shipment are the buyer's responsibility.

Alternatively, the replacement may be included with a future order so that a separate replacement shipment is not required.

Approved Claim — Refund

For an approved DOA claim, Okanoka may refund up to 70% of the purchase price of the affected plant.

Original shipping charges are non-refundable after the shipment has been dispatched.

One Resolution Per Affected Plant

Each affected plant may receive one claim resolution only.

A customer may receive an approved refund or an approved replacement for the same affected plant, but not both.

Helpful Information

Before or after ordering, you may also want to read:

Contact Okanoka

CV Okanoka Multi Usaha
Kepanjen Kidul, Blitar, East Java 66111, Indonesia

Email: okanoka.tanaman@gmail.com
Instagram: @okanoka.tanaman

By placing an order with Okanoka, you acknowledge that international transportation of live plants involves inherent biological and transportation risks and that you have read and accepted this policy.

Nothing in this policy limits consumer rights that cannot legally be excluded under applicable law.