Go Green: Plant Quality Guarantee
At Go Green, we are committed to providing you with healthy plants. Our policy outlines a transparent and efficient process to address any concerns regarding your order.
Unboxing Video: Your Crucial Proof To validate any claim, creating a continuous, unedited unboxing video is mandatory. The video must document the sealed package, the clearly visible shipping label, and the condition of the plant while unboxing. Claims cannot be processed without this video.
Understanding Damage: What is Covered? Our policy clearly distinguishes between severe damage (e.g., a completely broken plant, irreversible excessive wilting, active pest infestation) and minor cosmetic issues (e.g., a few yellow leaves, loose soil). Only severe damage is eligible for a claim, whereas minor issues or seasonal changes are generally not covered.
Immediate Notification: Timeframes are Critical If there is severe damage or a clear pest infestation upon delivery, you must contact Go Green within 24–48 hours. For other quality-related concerns, please contact us within 7 days of delivery. Always provide your order number, a detailed description, photos, and the complete unboxing video.
Courier-Related Damage: How We Help Although Go Green is not directly responsible for courier errors (delays, damaged parcels), we will assist you in resolving these issues. Thoroughly document the damaged packaging and plant with photos and an unboxing video, then notify Go Green immediately.
Remedy and Replacement Policy If your claim for severe damage is validated, Go Green typically provides a one-time replacement plant. Please note that shipping costs usually apply to replacement plants (unless Go Green initially sent the wrong item), and they carry no further guarantee. Replacement plants are typically dispatched on Saturdays or Mondays. Other remedies include store credit or, in limited cases, a refund.
Final Shipping Costs and Additional Charges To ensure the safe arrival of your plants, the final shipping cost is determined after they have been carefully packed. This is because the exact size and weight can vary. If the packed parcel exceeds our standard shipping limits, additional charges may apply. We will always contact you first via WhatsApp or phone call to confirm any additional costs.
What is Not Covered? The guarantee does not cover damage resulting from improper customer care (e.g., over/under watering, incorrect lighting), post-delivery environmental factors (e.g., extreme weather, appearance of pests), minor cosmetic damage, dormant plants, clearance items, or damage caused by repotting immediately after arrival. This policy provides clear guidelines, sets the right expectations, and streamlines the process of resolving any issues with your Go Green plants.
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