Shipping policy

Go Green's plant replacement and refund policy

 

Go Green is committed to providing healthy plants, and this policy outlines the process for addressing any concerns you might have with your order. The core idea is to ensure transparency and efficiency for both customers and Go Green.

Key Policy Points:

·         Unboxing Video is Essential: To validate any claim, you must create a continuous, unedited unboxing video. This video should show the sealed package, clearly display the shipping label, and document the plant's condition as you unbox it. Without this video, claims cannot be processed.

·         Defining Damage: The policy clearly distinguishes between severe damage (e.g., entirely broken plant, severe wilting beyond recovery, active pest infestation), which qualifies for a claim, and minor cosmetic issues (e.g., a few yellow leaves, loose soil, minor bruises, wilting that recovers with care) or seasonal changes, which typically do not qualify.

·         Prompt Notification:

o    For severe damage or obvious pest infestation upon arrival, you must contact Go Green within 24-48 hours of delivery.

o    For other quality concerns, you should contact them within 7 days of delivery.

o    Always provide your order number, a detailed description, photos, and the full unboxing video.

·         Courier-Related Damages: While Go Green isn't directly responsible for courier mishandling (delays, broken parcels), they will assist you in addressing these issues. You should still document the damaged packaging and plant thoroughly with photos and an unboxing video, then notify Go Green immediately.

·         Remedies: If your claim is validated for severe damage, Go Green typically offers a one-time replacement plant. Note that replacement plants usually incur shipping costs (unless Go Green sent the wrong item initially) and do not carry a further guarantee. Replacement plants are generally dispatched on Saturdays or Mondays, though delays may occur. Other remedies include store credit or, in limited specific cases (like incorrect items that cannot be replaced), a refund.

·         To ensure the safe arrival of your plants, final shipping costs are 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, there may be an additional charge. We will always contact you first via WhatsApp or a phone call to confirm any extra costs.

·         Exclusions: The guarantee does not cover issues arising from improper customer care (e.g., over/under-watering, incorrect light), environmental factors after delivery (e.g., extreme weather, pests appearing post-delivery), minor cosmetic damage, dormant plants, clearance items, or damage from repotting too soon after arrival.