Refund policy

Effective date: September 6, 2026

1. All Sales Final — No Returns or Exchanges

All sales of live plants and plant cuttings are final. Hoya etcetera does not accept returns or exchanges and does not provide refunds for change of mind, buyer’s remorse, ordering the wrong plant, ordinary live-plant variation, normal shipping stress or conditions arising after delivery. Because live plants can deteriorate rapidly and cannot safely re-enter our growing environment, customers must not send plants or cuttings back to us.

Nothing in this policy excludes a mandatory consumer right, legal guarantee or remedy that cannot lawfully be waived. Any exception will be limited to what Hoya etcetera expressly approves or applicable law requires.

European Union right of withdrawal

International website sales are currently limited to live plants and plant cuttings. For customers in the European Union, the statutory right of withdrawal does not apply to the supply of goods that are liable to deteriorate or expire rapidly. Live plants and plant cuttings are perishable living goods that can deteriorate rapidly; accordingly, no change-of-mind withdrawal or return right applies to them. This exception does not remove any mandatory remedy for a plant that is materially incorrect, defective or not as described.

2. Inspect the Order Promptly

Open and inspect the shipment as soon as reasonably possible after delivery. To help us assess transit damage, report a problem within 6 hours of the recorded delivery time by emailing orders@hoyaetcetera.ca. Include:

·     your order number and the name of the affected item;

·     clear photos of the entire plant, the specific problem, all packaging and the shipping label; and

·     a brief description of the condition on arrival and when the parcel was received; and

·     timestamped proof that the parcel was retrieved promptly after delivery and was not left outdoors or exposed to heat or cold, such as doorbell or security-camera footage, a concierge or reception record, or a photo or video taken when the parcel was collected.

The 6-hour reporting target is an evidence and service requirement for rapidly changing live goods. It does not shorten any mandatory legal period or remove a remedy that applicable law requires.

3. Delivery-Claim Eligibility

A delivery claim will be considered only when it is reported within the stated timeframe and includes all required evidence. The customer must demonstrate that the parcel was retrieved promptly after delivery and was not left outside, in a mailbox, in an unheated area or otherwise exposed to excessive heat or cold. If the customer cannot provide reasonable timestamped proof of prompt retrieval, a claim involving temperature exposure or deterioration after delivery may be denied to the extent permitted by law.

For an eligible, properly documented claim, Hoya etcetera may provide care guidance or, at its discretion, approve a replacement or store credit. A monetary refund is provided only when Hoya etcetera cancels the order or when applicable law specifically requires one. Physical returns are never accepted. We may request additional photographs, video or delivery evidence before deciding a claim.

Natural variation, minor cosmetic marks, ordinary shipping stress, temporary leaf orientation, normal soil displacement, expected root cleaning for export, or differences caused by lighting, screens and plant growth are not automatically defects. A materially incorrect item, significant undisclosed damage or another failure to meet a mandatory legal standard will be handled as required by law.

4. No Returns

Do not mail or deliver a plant or cutting back to Hoya etcetera. We do not accept physical returns of live plants or plant cuttings under any circumstances. Any mandatory remedy that cannot lawfully be waived will be handled without requiring the customer to return the plant or cutting.

5. Customer-Requested Cancellations

Contact us as soon as possible if you want to cancel. A cancellation is not guaranteed after fulfillment, export inspection, phytosanitary certification or packing has begun. Except where a mandatory fee-free cancellation or withdrawal right applies, an approved customer-requested cancellation is subject to an administrative fee equal to 10% of the merchandise subtotal before tax, excluding shipping. Where permitted by law, documented non-recoverable third-party export or inspection costs already incurred may also be deducted. No cancellation fee applies when Hoya etcetera cancels the order or when a refund is required because goods are defective or not as described. Mandatory consumer rights remain unaffected.

6. Customs, Import and Delivery Problems

Destination VAT, duty, brokerage, handling, inspection, storage, quarantine and similar charges are governed by the Shipping Policy. Unless the law requires otherwise, those third-party charges are not refundable by Hoya etcetera once incurred.

To the extent permitted by law, we are not responsible for deterioration, delay, loss, return, seizure, destruction or additional cost caused by inaccurate customer information, failure to provide required clearance documents, failure to pay destination charges, refusal or abandonment of the shipment, or a prohibited import that the customer was responsible for verifying.

7. Chargebacks and Payment Disputes

Please contact us first so we can review the issue and supporting evidence. We reserve the right to respond to a chargeback or payment dispute with the order, tracking, communications, policy acceptance and other relevant records. Nothing in this clause prevents a customer from using a lawful payment-dispute right.

8. Contact

Refund and delivery claims: orders@hoyaetcetera.ca. Include the order number in the subject line.