Refund policy

RETURN & REFUND POLICY

At TropHilo, we carefully prepare and pack every plant. If there is a problem with your order, please contact us so we can help.

Live Plant Returns

Due to the perishable nature of live plants, we do not accept returns or exchanges for changes of mind or personal preferences. This includes plants sold with an accompanying pot.

This does not affect our handling of plants that arrive dead, seriously damaged, incorrect, or materially different from their description.

Damaged Plants, Incorrect Items & Missing Items

Please inspect your order upon arrival. If your plant arrives dead or seriously damaged, or your order contains incorrect or missing items, please contact [CUSTOMER SERVICE EMAIL] as soon as possible, preferably within 48 hours of delivery.

Please include:
• Your order number.
• Clear photos of the plant and any damage.
• Photos of the outer packaging and shipping label, if available.
• A description of the issue.

Prompt reporting helps us assess the plant’s condition on arrival. Reports received after 48 hours will be reviewed based on the available information.

For confirmed issues, we will offer an appropriate refund or a replacement at no additional cost. Replacement shipments will be arranged with your agreement and are subject to availability.

Please do not return plants unless we provide instructions. We normally resolve confirmed plant issues without requiring a return. If we require a return because of our error or a confirmed defect, we will cover the return shipping cost.

Natural Plant Variations

Each plant is unique. Color, shape, and size may vary within the specifications stated on the product page. Minor leaf shedding or temporary shipping stress can occur during transit.

These natural variations do not exclude assistance for serious damage, disease, or a plant that materially differs from its description. If you are unsure about your plant’s condition, please contact us with photos.

Order Cancellations

You may request cancellation within 1 hour of placing your order. Please use the cancellation option in your customer account, if available, or email us with your order number.

After 1 hour, please contact us promptly. We will confirm whether cancellation is still possible based on the order’s processing status. Orders that have already shipped cannot be cancelled.

Refunds

We will review your request and aim to respond within 2 business days.

Approved refunds will be issued to the original payment method within 5 business days of approval. Your bank or payment provider may require additional time to post the refund.

If an entire order arrives unusable or is incorrect due to our error, the refund will include the original standard shipping charge. For an issue affecting only part of an order, we will explain the applicable refund amount before processing it.

Contact

For order issues, cancellations, or refund requests, please email:
[Janiceyu.sh@gmail.com]

Nothing in this policy limits any rights you may have under applicable consumer protection laws.