Terms and Conditions

1. Rights & Responsibilities Between Seller and Buyer

Seller (TreeTroves):

  • Must provide products as described, in agreed quantity and condition.
  • Responsible for packaging and shipping according to international export standards.
  • Has the right to refuse orders due to legal or logistic limitations.
  • Not responsible for changes in import laws or bans in the destination country.

Buyer:

  • Must provide accurate and complete order and shipping information.
  • Must understand their own country’s import regulations, including quarantine, bans, and import tax.
  • Must make full payment before shipping begins.
  • Has the right to file a complaint under the valid refund and return conditions.

2. Refund & Return Policy

  • Refunds are only granted if:
    • The item never arrives after 25 days without tracking updates.
    • Products arrive severely damaged and are reported within 48 hours (with photo/video evidence).
    • Wrong item was sent (not matching the invoice).
  • We do not accept physical returns of live plants, but product replacement or voucher compensation may be offered if eligible.
  • Refunds are processed within 14 business days.

3. Order Cancellation & Damage/Delay Claims

  • Cancellations are only accepted within 24 hours of payment, before quarantine and documentation begins.
  • Once quarantine/packing has started, cancellations are no longer accepted.
  • For damage claims, please provide unboxing photo/video as proof.
  • We are not responsible for delays caused by customs or force majeure (natural disasters, conflict, etc), but we will assist in any way possible.

4. Shipping Policy & Responsibilities

  • Shipping is done via trusted international couriers (DHL, FedEx, EMS, etc).
  • 5–18 business days, depending on destination and customs clearance.
  • Bulk export shipments may take 10–30 days, depending on shipping method (air or sea freight).
  • Free shipping is available for orders above $300 USD (excluding documentation fees).
  • Our responsibility ends upon handover to the courier.
  • Tree Troves is not liable for damages due to quarantine procedures or local import restrictions.

5. Warranty & Compensation Limitations

  • No warranty for live plants due to climate, handling, and customs processes in destination countries.
  • Compensation is only provided if proven to be Tree Troves’ fault.
  • No compensation for import rejection or documentation failure on the buyer’s side.

6. Miscellaneous

  • All transactions are governed under the laws of the Republic of Indonesia.
  • Tree Troves reserves the right to change these policies without prior notice.
  • By making a purchase, customers are deemed to have agreed to all terms on this page.

Please read carefully to fully understand all terms and conditions. All transactions on treetroves.com are considered as acceptance and acknowledgment of these policies. Nevertheless, we remain committed to providing the best customer support to assist you at any time.