Return and Refund Policy

Sarupaning Araceae — Growing Tropical Aroids From Pasundan
Last Updated: September 2026

Sarupaning Araceae ships live plants with careful preparation and export-grade handling. Due to the nature of live plants and international shipping, all purchases are subject to the following Return & Refund Policy.

By placing an order with Sarupaning Araceae, you acknowledge that you have read, understood, and agreed to this policy in full.

1. Order Cancellation Policy

An order is considered final once payment has been successfully received.

If you wish to cancel your order, please submit a written cancellation request to us as soon as possible. All cancellation requests are subject to review and approval based on the current stage of order processing.

The following cancellation charges apply:

Cancellation Fee — 5%
A 5% cancellation fee will be charged if the request is received within 24 hours of placing the order and before any export documentation or phytosanitary certificate processing has commenced.

Cancellation Fee — 10%
A 10% cancellation fee will apply if the request is received more than 24 hours after the order was placed, or after export documentation or phytosanitary certificate processing has begun — provided the order has not yet entered the packing stage.

Orders Cannot Be Cancelled
Once packing has started or the shipment has been dispatched, the order becomes non-cancellable and is no longer eligible for a refund.

All cancellation fees are calculated based on the total order value.

For approved cancellations, the refund will be processed to the original payment method after deducting the applicable cancellation fee. Depending on your payment provider or financial institution, refund processing time may vary.

If Sarupaning Araceae cancels an order or is unable to supply the ordered products, the customer will receive a full refund with no cancellation fee deducted.

2. Claim Eligibility (DOA — Dead on Arrival)

Claims are accepted only under the following conditions:

  • The plant arrives in a severely damaged condition or is dead upon arrival (DOA)
  • The claim is submitted within 24 hours of delivery
  • The claim is supported by clear photos or videos, including:
    • The condition of the plant
    • The shipping box and shipping label
    • All affected parts of the plant

Claims submitted after 24 hours from delivery will not be accepted.

3. Non-Covered Conditions

We do not accept claims for:

  • Minor cosmetic damage (small scratches, minor leaf tears, spots)
  • Temporary shipping stress (yellowing leaves, leaf drop, dehydration)
  • Root disturbance or growing media shifting during transit

    We also do not cover damage caused by:
  • Customs delays
  • Weather conditions
  • Improper handling or care after delivery
  • Failure to comply with local import regulations

These are considered normal risks associated with shipping live plants internationally.

4. Import Regulations & Customs Issues

The buyer is fully responsible for:

  • Ensuring that live plant imports are legal in their country
  • Obtaining import permits if required
  • Paying all applicable taxes, customs duties, or inspection fees

Sarupaning Araceae is not responsible for:

  • Confiscation or destruction by customs authorities
  • Delays caused by customs inspections
  • Shipments rejected due to missing import permits

In such cases, no refund will be issued.

5. Claim Resolution

If a claim is approved, Sarupaning Araceae may offer one of the following options at our discretion:

  • Partial Refund — 50% of the total plant cost (excluding shipping and taxes)
  • Store Credit — equal to 50% of the total plant cost
  • Reshipment — we provide a free replacement for any damaged plant; you will only need to cover the shipping cost for the replacement shipment

Shipping fees are non-refundable.

Available options will be discussed transparently, and we will strive to reach the best possible solution.

6. How to Submit a Claim

To submit a claim, please contact us within 24 hours of delivery and include:

  • Order number
  • Clear photos or videos showing the issue
  • A brief explanation of the problem

Email: info@sarupaningaraceae.co.id
Contact Page: Contact Us

7. Rejected or Returned Shipments

If a shipment is:

  • Refused by the buyer, or
  • Returned due to an incomplete or incorrect address
  • No refund or replacement will be provided.

8. Force Majeure

Sarupaning Araceae is not liable for delays, losses, or damages caused by events beyond our reasonable control, including but not limited to:

  • Natural disasters
  • Government actions or regulatory changes
  • Carrier or logistics disruptions
  • Pandemics or public health emergencies


9. Governing Law

This Return & Refund Policy is governed by and construed in accordance with the laws of the Republic of Indonesia. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts of Indonesia.

10. Policy Updates

Sarupaning Araceae reserves the right to update or modify this Return & Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. We encourage customers to review this policy periodically.

11. Agreement

By placing an order with Sarupaning Araceae, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.

Sarupaning Araceae
Subang, West Java, Indonesia
Email: info@sarupaningaraceae.co.id
Website: sarupaningaraceae.co.id