Refund Policy

All Sales Are Final

Due to the perishable and biosecure nature of live aquatic plants, all sales at Aquarium Plants Factory are final. We do not accept returns or exchanges on any live goods under any circumstances. Every plant we ship is cut to order from our clean, climate-controlled greenhouse — a no-returns policy is what allows us to guarantee that outside pests, algae, and diseases are never reintroduced into our facility or passed on to your aquarium.

24-Hour Live Arrival Guarantee

While we cannot accept returns, we stand firmly behind the health of every plant we ship. If your plants arrive dead (Dead on Arrival), you are covered under our Live Arrival Guarantee.

• The 24-hour window: Your guarantee period begins at the exact delivery time recorded on the carrier's official tracking page. Claims must be submitted within 24 hours of that timestamp. Claims submitted after the window closes are not eligible, as plant condition can no longer be attributed to transit.
• What qualifies as DOA: Plants that are fully rotted, mushy, dried out, or decomposed on arrival.
• What does not qualify as DOA: Melting, yellowing, or shedding leaves is a normal part of a plant transitioning from emersed (greenhouse) growth to submersed (aquarium) growth — especially for Cryptocoryne, Bucephalandra, and stem plants. These plants are alive and will regrow from healthy roots and rhizomes. Cosmetic imperfections, minor leaf damage, and condensation inside tissue culture cups are also normal and not covered.

How to Submit a Claim

Contact our support team within the 24-hour delivery window and include:

1. Your order number
2. Clear, well-lit photos of the affected plants in their original, unopened packaging

Photos of unpacked, planted, or discarded plants cannot be accepted, as condition can no longer be verified. Once your claim is approved, we will issue a refund or replacement for the affected item at our discretion.

Replacements

If an eligible purchased plant arrives DOA and you choose a replacement instead of a refund, we will gladly ship a new plant at no cost. Each item is eligible for one replacement only — if a replacement shipment also arrives DOA, no further refunds or replacements will be issued for that item.

Free & Promotional Items

Free items from promotions such as our mix-and-match "Buy 2 Get 1 Free" offers carry no cash value. If a free promotional item arrives DOA, it is not eligible for a refund or replacement. Discounted items are covered at the price actually paid.

Shipping Fees

Shipping charges are non-refundable in all cases, including approved DOA claims. Refunds apply to the product price only.

Delivery Issues Outside Our Control

The Live Arrival Guarantee is void when the loss results from circumstances outside our control, including:

• An incorrect or incomplete shipping address provided at checkout
• Packages left unclaimed, refused, returned to sender, or held at a carrier facility at the customer's request
• Failure to retrieve the package promptly after delivery (live plants must be unpacked the day they arrive)
• Carrier delays, weather events, or delivery exceptions once the package has left our facility
• Shipments to freight forwarders or package-forwarding services

Order Changes & Cancellations

Because plants are cut to order, we can only modify or cancel an order before it enters processing. Once your order has been harvested or shipped, it can no longer be changed or cancelled.

Questions

If anything about your order isn't right, contact us first — our team resolves nearly every issue quickly. Filing a payment dispute or chargeback without contacting us voids eligibility under this policy.