Refund policy
Live Arrival Guarantee
If a plant from Palma arrives dead, rotting, or too damaged to recover, we will refund or replace it. This covers live plants for 30 days from the delivery date on the carrier scan.
How to file a claim
Contact us through our Contact page within 30 days of delivery. Include your order number and clear photos of the plant as it arrived: the whole plant, a close-up of the damage, and the box if it was crushed. Please keep the plant until we close your claim.
We refund or replace the affected plant. If the whole order arrived as a loss, shipping is refunded too. If only one plant in a mixed order failed, only that plant is covered.
What is not covered
- Normal transit stress such as a yellow leaf, a bent petiole, or soil on the rim.
- Packages lost, delayed, or left out in weather by the carrier.
- Incorrect addresses, refused deliveries, or packages returned to sender.
- Healthy plants you no longer want. Live plants cannot be returned.
- Cold damage when destination daytime temperatures were 45°F or below and a 72-Hour Winter Heat Pack was not added to the order.
- A second replacement that also arrives damaged. We offer one replacement attempt; after that we issue a refund.
Refunds
Approved refunds go back to your original payment method. Your bank or card issuer may take several business days to post the credit.
Full details are on our Live Arrival Guarantee page.