Refund & Replacement Policy

At Aurix TC Plant Lab & Garden, we take great care in preparing and packing our tissue culture plants to ensure they arrive in good condition. As our products are live plants and perishable goods, they cannot be returned or exchanged in the same way as ordinary retail products.

Please review the following policy before placing your order.

Arrive Alive Guarantee

We provide an Arrive Alive Guarantee for our tissue culture plants.

If any plants are not alive upon arrival, please contact us within 48 hours after your package arrives. We will review the condition of the plants and, where the claim is approved, provide a replacement for the affected plants.

To submit a claim, please provide:

  • Your order number
  • Clear photos and/or videos of the affected plants
  • Photos showing the condition of the packaging upon arrival
  • Any other information requested by our team to assess the claim

Please do not discard the affected plants or packaging until your claim has been reviewed.

Live Plants & Returns

Due to the perishable and sensitive nature of tissue culture plants, we do not accept physical returns of live plants.

Plant appearance, size, leaf count, coloration, and variegation may naturally vary from the photos shown on our website. Product photos are representative examples unless otherwise specifically stated.

For wholesale orders, individual plants cannot be pre-selected. We select healthy plants that meet our quality standards before shipment.

Variegated Plants

Variegation is a natural biological characteristic and may vary between individual plants.

Some tissue culture plants may show little or unclear variegation while in vitro, and variegation may become more visible as the plant grows.

Unless a specific guarantee is stated on the product page or confirmed by us in writing, differences in variegation pattern, color distribution, leaf shape, or growth characteristics are not considered damage.

Shipping Damage

If your order arrives with significant damage caused during transportation, please contact us within 48 hours of receiving your package and provide clear photos or videos.

Claims will be reviewed individually based on the condition of the shipment and the evidence provided.

Where a claim is approved, Aurix may provide a replacement, refund, or other appropriate resolution depending on the circumstances.

Customs, Quarantine & Import Requirements

International plant shipments may be subject to customs, plant quarantine, and other import regulations in the destination country.

Customers are responsible for providing any import permits, licenses, or additional documents required by their country unless Aurix has specifically confirmed that these requirements are included in our shipping service.

Aurix will prepare the export documentation included with the selected shipping service, such as a Phytosanitary Certificate, where applicable.

We cannot guarantee the decisions or processing times of customs or quarantine authorities.

Claims involving customs detention, quarantine rejection, confiscation, destruction, or delays will be reviewed individually to determine whether a refund, replacement, or other resolution is applicable.

Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Orders that have already entered preparation, phytosanitary certification, packing, transfer between laboratories, or shipping processes may not be eligible for a full refund because costs may already have been incurred.

Any applicable cancellation or refund amount will be confirmed after reviewing the status of the order.

Refunds

Where a refund is approved, it will normally be issued to the original payment method whenever possible.

Processing times vary depending on the payment provider, bank, and country. After a refund has been issued by Aurix, additional processing time may be required before the funds appear in your account.

Shipping fees, phytosanitary certificate fees, payment processing fees, and other costs that have already been incurred may be non-refundable unless the refund results from an error by Aurix.

Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us with your order number and clear photos of the shipment.

Once confirmed, we will arrange an appropriate resolution, which may include replacement or refund of the affected item.

Replacement Shipments

Approved replacements may be included with your next shipment or sent separately depending on plant availability, destination, and shipping arrangements.

If the original variety is unavailable, we will contact you to discuss available alternatives or another appropriate resolution.

Need Help?

For questions regarding your order, refund, damage claim, or replacement, please contact us:

aurixtcplantlabandgarden@gmail.com