10-Day Plant Protection
PlantsGram live plants are protected against eligible arrival damage and serious non-recoverable decline for up to 10 calendar days from delivery.
Two claim windows
Arrival issues: report within 48 hours
Use this window for:
- dead-on-arrival plants;
- severely broken main stems;
- completely uprooted or crushed plants;
- wrong plants;
- missing items; and
- materially damaged parcels or products.
Serious plant decline: report by day 10
Use this window when an eligible plant becomes seriously unhealthy and appears non-recoverable despite following the supplied care guidance.
How to make a claim
Email support@plantsgram.com with:
- order number;
- full-plant photograph;
- close-up of the affected area;
- packaging and shipping-label photographs for arrival issues; and
- a brief description of care provided after delivery.
An unboxing video is optional for normal damage claims but may be requested for an empty, missing or tampered parcel.
What happens next
Our team will assess whether the plant is recoverable. We may first provide care guidance. If the claim is approved, PlantsGram will normally arrange one free replacement. If replacement is unavailable, a refund will be issued to the original payment method.
Not covered
- normal transit stress, mild wilting or a few yellow/fallen leaves;
- natural variation in size, shape, branching or colour;
- seasonal flower, bud or fruit drop;
- overwatering, underwatering or poor drainage;
- immediate repotting or root disturbance;
- unsuitable sunlight or temperature;
- physical, pet, pest, weather or chemical damage after delivery;
- failure to flower, fruit or produce a promised-looking yield; or
- claims made after the applicable window.
Plant Protection is not a growth, flowering, fruiting or survival guarantee. Living plants respond to local climate and aftercare.
For full conditions, read our Return, Replacement & Refund Policy.
Contact: support@plantsgram.com Support hours: 9:00 AM–6:00 PM
