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Refund policy

Last Updated: July 22, 2026

Aroid Asia specializes in shipping live aroid plants with professional export packing and careful handling. Due to the natural characteristics of live plants and the complexities of international delivery, all transactions are governed by the following Return & Refund Policy.

1. Order Cancellation Policy

Your order is confirmed once payment has been successfully completed.

Should you need to cancel your order, please contact Aroid Asia in writing at the earliest opportunity. Every cancellation request will be evaluated according to the current status of your order and cannot be guaranteed.

The applicable cancellation policy is as follows:

  1. 5% Cancellation Fee
    A 5% fee applies to cancellation requests submitted within 24 hours of placing the order, provided that export documentation and phytosanitary certificate processing have not yet started.
  2. 10% Cancellation Fee
    A 10% fee applies if the cancellation request is received after the first 24 hours, or once export documentation or phytosanitary certificate processing has begun, as long as the order has not entered the packing stage.
  3. Cancellation Not Available
    Orders that have already entered the packing process or have been shipped cannot be cancelled and are not eligible for a refund.

Cancellation fees are calculated based on the total order amount.

If a cancellation request is approved, the refundable amount will be returned to the original payment method after deducting the applicable cancellation fee. Refund processing times may vary depending on your bank or payment service provider.

In the unlikely event that Aroid Asia is unable to fulfill your order or cancels it for any reason, you will receive a full refund without any cancellation charges.

2. Dead on Arrival (DOA) Claim Policy

We only accept claims under the conditions listed below:

  • The plant arrives dead or critically damaged at the time of delivery (DOA)

  • The claim is reported within 24 hours of receiving the package

  • The claim is supported by clear photographic or video evidence, showing:

    • The plant’s condition upon arrival

    • The original shipping box and shipping label

    • Close-up views of the affected areas

Claims submitted beyond the 24-hour window will be automatically declined.

3. Conditions Not Eligible for Claims

Claims will not be approved for the following situations:

  • Minor aesthetic issues (small leaf tears, surface marks, discoloration)

  • Temporary stress caused by transit (leaf yellowing, leaf drop, dehydration)

  • Root disturbance or shifting of planting media during shipping

Additionally, we are not responsible for damage resulting from:

  • Extended customs clearance or inspection delays

  • Extreme weather conditions

  • Improper care or handling after delivery

  • Violation of local plant import regulations

These conditions are considered standard risks when shipping live plants internationally.

4. Import Regulations & Customs Responsibility

Buyers are solely responsible for:

  • Verifying that live plant imports are permitted in their country

  • Securing any required import permits or licenses

  • Paying all applicable duties, taxes, and inspection fees

Aroid Asia assumes no liability for:

  • Seizure or destruction by customs authorities

  • Delays caused by customs procedures

  • Shipments refused due to missing or invalid import documentation

In such cases, refunds or replacements will not be issued.

5. Approved Claim Resolution

If a claim is reviewed and approved, Aroid Asia may offer one of the following solutions at our discretion:

  • Partial refund of up to 50% of the plant value (excluding shipping and taxes)

  • Store credit equivalent to up to 50% of the plant value

  • Replacement shipment (Customers are required to cover of the shipping fee.)

Shipping fees are strictly non-refundable.

All resolutions will be communicated transparently, with the goal of reaching a fair outcome for both parties.

6. Claim Submission Process

To submit a claim, please contact us within 24 hours of delivery and provide:

  • Order number

  • Clear photos or videos documenting the issue

  • A brief description of the problem

Email: aroidasia@gmail.com

7. Refused or Returned Shipments

If a shipment is:

  • Refused by the recipient, or

  • Returned due to an incorrect or incomplete shipping address

No refund, credit, or replacement will be provided.

8. Policy Acceptance

By placing an order with Aroid Asia, you confirm that you have read, understood, and agreed to this Return & Refund Policy.