Live Plant Recovery & Observation Policy

1. 7-Day Recovery & Observation Clause

Live plants may experience temporary transit stress including leaf drop, yellowing, wilting, dormancy, or temporary shock. Such symptoms do not automatically indicate plant death. Golden Hills Farm reserves the right to request a 7-day observation period before approving replacement claims for stressed plants.

2. Dead-on-Arrival (DOA) Definition

A plant will be considered Dead on Arrival only if it is clearly non-viable at the time of unboxing, as verified through an uncut unboxing video and supporting photographs. Golden Hills Farm reserves the sole right to determine plant viability. This avoids arguments over whether a stressed plant is actually dead.

3. Care Requirement During Claim Period

Customers requesting a replacement must follow the care instructions provided by Golden Hills Farm during the observation period. Failure to provide reasonable aftercare may void replacement eligibility.

4. Variety Authenticity Policy

All plants are sold as genuine-to-label varieties sourced from verified mother stock. In the rare event of a proven variety mismatch, Golden Hills Farm may offer replacement or refund after verification.

5. Courier Delay Protection

Golden Hills Farm is not responsible for plant stress, deterioration, or losses caused solely by courier delays, weather events, strikes, or circumstances beyond our control after dispatch, though claims will be reviewed fairly on a case-by-case basis. Similar provisions are common among plant sellers.

6. Reverse Pickup Clause

For approved return requests, Golden Hills Farm may arrange reverse pickup where available. If reverse pickup is unavailable, customers may be required to self-ship the product with tracking.

7. Fraudulent Claims Clause

Any edited videos, incomplete unboxing videos, false claims, or intentional misuse of the replacement policy may result in rejection of the claim and restriction of future purchases.