Healthy Arrival Promise

Breathe easy — your plant is protected.

Plants are living things, and we treat them that way. Every Purifirst plant is carefully selected, packed securely, and shipped with tracking so it arrives healthy and ready to thrive.

If something goes seriously wrong in transit, we’ll make it right.

What this promise covers

1) Severe transport damage

If your plant arrives with clear, severe damage that affects its health or makes it unsuitable as a gift, we’ll offer a replacement or refund.

Examples of severe damage:

Main stems broken
Plant crushed or heavily bruised
Major leaf loss or snapped branches (beyond minor cosmetic wear)
Pot shattered in a way that compromises the plant’s stability

2) Wrong item received

If we sent the wrong plant or wrong size, we’ll send the correct item or refund you.

3) Missing items

If part of your order is missing, we’ll ship the missing item(s) or refund the missing product.

4) Delivery failure (when tracking supports it)

If tracking shows your parcel was not delivered, we’ll resend your order or refund the undelivered items.

What’s not covered (and why)

Because plants are shipped safely but are still living products, some small changes and minor mess are normal after a journey.

Normal, minor transport effects

These are considered normal and don’t qualify for a replacement/refund:

A small amount of soil in the box
Minor leaf bends, small tears, or a few scuffed leaves
A cracked nursery pot (if the plant is healthy and usable)

Natural variation

Every plant is unique. Differences in shape, leaf count, or slight color variation are natural and expected.

Issues caused by customer-side delivery problems

We can’t cover issues caused by:

Incorrect or incomplete address details
Refused deliveries
Parcels not collected from a pickup point
“Not received” claims when tracking shows delivered

Tip: If your parcel is redirected to a pickup point, please collect it as soon as possible. Plants do best when they’re unpacked quickly.

Late reports

To keep resolutions fair and fast, issues must be reported within 2 days of delivery.

What to do when your plant arrives (important)

1) Unbox promptly

Open your package as soon as possible after delivery.

2) Quick health check

A little travel stress is normal (slight droopiness, a yellow leaf). If you see severe damage, move to step 3.

3) Take clear photos right away

Photos help us resolve your case quickly. Please include:

Required photos

Close-up of the issue (damage / wrong item / missing item context)
2–3 angles of the plant
Photo of the full plant in view
Photo of the packaging/box (inside + outside)
Photo of the shipping label (tracking number visible)

4) Report it through our form

Use our quick form so our team can help you faster:

Report an issue

How we resolve issues

Once we receive your report with photos, we’ll review it and offer one of the following:

Replacement shipment (same product, same size), or
Refund (full or partial, depending on the issue), or
Missing item shipped (if something was left out)

We’ll always aim for the solution that gets you to a healthy, happy plant fastest.

A few helpful notes (sets expectations clearly)

Living plants can look slightly different than photos — that’s normal and part of their charm.
Minor cosmetic imperfections don’t affect long-term health and are common after transport.
If you’re ever unsure, reach out — we’re happy to guide you.