International Live Plant Purchase & Shipping Policies

By accessing and purchasing from Hoyashouse.com, you agree to the following Terms & Conditions:

1. All products sold are live plants.

2. Photos shown are real examples; natural variation in size, color, or leaf pattern may occur.

3. Prices are subject to change without prior notice.

4. We reserve the right to accept or refuse orders for reasons including stock availability, shipping restrictions, or import regulations.

5. By placing an order, the buyer acknowledges and accepts the risks related to shipping live plants.

Terms & Conditions

Product Information Disclaimer

Please note:

• Plants are living organisms and natural variation is normal.

• Stress during shipping may occur.

• Minor leaf damage, yellowing, or leaf drop may happen during transit.

• Plant size and shape may slightly differ from the description.

We guarantee:

• healthy plants at the time of shipment

• correct species/variety as advertised

• secure packaging for transport

We cannot guarantee:

• no cosmetic leaf damage during transit

• future growth after arrival

• success under the buyer’s growing conditions

Payment Policy

Accepted payment methods:

• PayPal

• Bank Transfer

• Wise

• Western Union

Terms:

• Orders are processed after full payment is received

• No shipment before full payment

• Bank transfer or transaction charges are paid by the buyer

Order Processing Time

Standard processing time:

• 3–14 business days

Processing includes:

• plant preparation

• phytosanitary certificate issuance

• quarantine inspection if required by the destination country

Public holidays, export traffic, and extreme weather conditions may extend processing time.

Shipping Policy

Available international shipping methods:

• Air Cargo

• DHL Express

• EMS

We provide:

• secure and professional packing

• tracking number after shipment

• optional heat/cold packs depending on destination and season

Domestic shipping is available within Indonesia via partnered couriers.

Phytosanitary Certificate Policy

For international shipments:

• Phytosanitary Certificate is mandatory

• Issued by Indonesian Agricultural Quarantine Authority

• Certificate and inspection fees are paid by the buyer (unless stated otherwise)

Buyer is responsible for:

• checking import regulations in their country

• providing additional documents if required (import permit, CITES, etc., where applicable)

Customs, Import Taxes & Seizures

The buyer is responsible for:

• customs duties

• import taxes

• quarantine inspection fees

• warehouse or handling fees at destination

Hoyashouse.com is not responsible for:

• customs seizure

• rejection by destination country authorities

• delays due to customs inspections

• plant damage caused by prolonged customs holding

Dead on Arrival (DOA) Policy

DOA claim is accepted only if:

1. the plant arrives completely dead (not only stressed)

2. unboxing video is provided from unopened package to full reveal, without cuts

3. photos/videos are sent within 24 hours of delivery

4. plant has not been repotted before the complaint

DOA does not include:

• minor leaf damage

• yellow leaves

• dropped leaves

• dehydration or shipping stress

Valid DOA solutions:

• replacement plant (if stock is available), or

• partial refund depending on the case

Shipping fees are non-refundable.

Return & Refund Policy

Due to the perishable nature of live plants:

• ❌ returns are not accepted

• ❌ refunds are not granted for shipping stress or minor damage

Refunds are only applicable for:

• confirmed DOA cases

• lost shipment verified by courier

• incorrect plant species received

Order Cancellation Policy

Cancellation is allowed:

• before export processing begins → up to 100% refund (minus admin fees)

• after quarantine/export processing → partial refund

• after shipment → cannot be cancelled or refunded

Live Plant Risk Agreement

By completing checkout, the buyer agrees and understands that:

• live plants involve natural shipping risk

• shipping stress is not considered DOA

• extreme climate regions increase risk

• buyer is responsible for knowing import rules of their country

Privacy Policy

We collect the following information:

• full name

• address

• phone number

• email address

• payment information (processed securely through third-party payment providers)

We use customer data for:

• order processing

• shipping documentation

• customer service communication

We do not sell customer data to third parties.

Data may be shared with:

• shipping companies

• customs and plant quarantine authorities

• payment processors

Customers have the right to:

• request data correction

• request account or data deletion where legally applicable

Website Disclaimer

• Information on this website is provided in good faith

• Errors or typographical mistakes may occur

• Policies may be updated without prior notice

• Continued use of the website implies acceptance of revised terms