Plant Replacement Policy

Shipping a live plant isn't easy. We do everything we can to make sure your plant arrives healthy — but things can occasionally go wrong in transit. That's why we have 10-day plant protection.

This page is written in plain language. The full legal version is here: Refund Policy. If the two ever differ, the legal version is final.

What 10-day plant protection covers

Cases reported within 10 days of delivery:

  • Plant arrived dead
  • Plant was badly damaged in transit — broken stem, plant uprooted from the pot
  • Plant is clearly unhealthy — such as rotting stem/roots, or a pre-existing pest/fungus problem
  • Container and soil scattered such that the plant's roots are exposed

All of these are eligible for a replacement.

What isn't covered

Being upfront, so there are no surprises later:

  • Care mistakes after delivery — overwatering, underwatering, sudden exposure to harsh sun, repotting into unsuitable soil
  • A little leaf drop or some yellowing leaves during transit. This is normal. Spending a few days in a dark box is stressful for a plant, and it sheds a few leaves. The plant recovers — follow the first 48 hours section of the Plant Care Guide.
  • Weather or pest damage after delivery — heatwaves, hailstorms, cold, or pests that spread from your other plants at home
  • Flowering or fruiting expectations — when a plant flowers or fruits depends on season, light and care. This cannot be guaranteed.
  • Natural size and shape variation — live plants aren't identical. Height, branching and leaf count will vary.
  • Damage reported after the 10-day window has passed
  • Damage caused by repotting/pruning the plant yourself after it arrives

What evidence is needed

These three things — without them we can't verify:

  • Order number
  • A photo of the whole plant — including the pot, in good light
  • A close-up photo of the affected part — broken stem, rotted root, damaged leaves

A photo taken at the time of unboxing is best, if possible. An unboxing video helps even more — but isn't required.

How to raise a claim

The step-by-step process is here: Report a Damaged Plant.

Short version: email support@plantsgram.com, with your order number in the subject line, along with photos.

What happens next

  1. We receive and acknowledge your request
  2. We review the photos — whether it's transit damage or a care issue is usually clear from the photos
  3. If anything is unclear, we ask a question or two (where the plant was kept, when it was last watered)
  4. If the case is covered, we arrange a replacement plant
  5. If the same plant isn't available, we'll talk to you and work out the next step

Please don't discard the damaged plant until we confirm — we may occasionally need to ask for one more photo.

A small request

If the plant looks a little tired but isn't dead — try the first 48 hours steps first. Many plants that look "gone" on delivery bounce back within a few days. And if you're unsure either way, write to us anyway — we'll tell you whether it's a recoverable case or a replacement case.

Full legal version: Refund Policy