Refund policy

Damaged saplings

Report damaged saplings within 24 hours of delivery. An unboxing video is required to claim damage. Email info.firstroot@gmail.com with your order number and unboxing video. Our team will review the claim and explain the next steps.

Other order issues

• If a replacement plant arrives damaged, a refund or replacement can be claimed after verification. An unboxing video is required.
• If you receive an incorrect item, you are entitled to a refund after verification.
• For missing items or an empty box, an unboxing video is required to process a refund claim.
• Items returned to origin (RTO) can qualify for a refund after review.
• If tracking shows delivered but you have not received the order, contact us within 7 days. A refund may be requested following verification.

Refund processing

Approved refunds are processed within 1–2 working days.