Shipping, Refund & Return Policy

At Induare Agro, we value customer satisfaction and take care when preparing every order. Plants, tissue culture plantlets, and seeds are natural and biological products, so transportation can affect their condition.

This policy explains how we handle shipping, refunds, returns, cancellations, and order claims.

1. Nature of Our Products

We sell natural and biological products, including:

• Live plants
• Seedlings
• Tissue culture plantlets
• Seeds
• Other plant and agricultural materials

These products can naturally change during storage and transportation. For example, plants may experience temporary stress, yellowing leaves, leaf loss, or wilting during shipping.

Seeds also require suitable storage and planting conditions. Temperature, humidity, storage time, planting methods, and other factors can affect germination.

Therefore, unless we provide a specific guarantee on the product page or in writing, we do not guarantee a specific germination rate or post-delivery growth performance.

2. Live Products Are Generally Non-Returnable

We generally cannot accept physical returns of plants, tissue culture plantlets, or seeds after shipment.

International returns can also involve phytosanitary, quarantine, customs, and biosecurity requirements. These requirements may prevent us from accepting returned plant material.

Please contact Induare Agro before sending any product back.

We may reject unauthorized returns.

This policy does not limit any mandatory rights that apply under applicable consumer protection laws.

3. Dead-on-Arrival (DOA) Claims

We may provide assistance when a product arrives dead, severely damaged, or significantly different from the product ordered.

To qualify for a DOA claim, the buyer must meet the requirements below.

Claim Eligibility

Please contact us within 24 hours of confirmed delivery.

We also require clear photographic or video evidence that shows:

1. The package immediately after delivery and before opening.
2. The shipping label or tracking information.
3. The product after opening.
4. The damage or problem from several angles.

We may reject claims submitted after the 24-hour period.

For this reason, we strongly recommend inspecting your shipment immediately after delivery.

4. How to Submit a DOA Claim

Follow these steps when you receive your order:

Step 1: Record a short video and take clear photos of the package before opening it.

Step 2: Open the package carefully and photograph or record the plant, tissue culture, or seeds.

Step 3: Contact Induare Agro within 24 hours of confirmed delivery.

Step 4: Include your order number, photos, videos, and a description of the problem.

Step 5: Our team will review the claim and normally respond within 2–3 business days.

Step 6: If we approve the claim, we may offer a replacement, store credit, or refund, depending on the circumstances and product availability.

5. Replacement, Store Credit, or Refund

For an approved claim, we may offer one of the following solutions:

• Replacement of the affected product
• Store credit
• Partial refund
• Full refund

We will choose the appropriate solution based on the nature of the problem, available evidence, product availability, and shipping circumstances.

If you request a replacement but the same product is unavailable, we may offer an alternative product, store credit, or refund.

6. Situations That Do Not Qualify for a Refund

Some circumstances fall outside our refund coverage.

Buyer-Related Issues

We generally cannot provide a refund when the problem results from:

• An incorrect or incomplete shipping address
• Incorrect recipient information
• Failure to collect the shipment
• Refusal to accept the shipment
• Improper handling after delivery
• Improper storage after delivery
• Improper planting or acclimatization
• Failure to follow care instructions
• Failure to obtain a required import permit
• Failure to follow destination-country import requirements

Seeds and Germination

Seeds require suitable conditions to germinate. Storage, temperature, humidity, planting methods, and other environmental factors can affect the result.

For that reason, seed failure to germinate does not automatically qualify for a refund unless we provide a specific germination guarantee in writing.

Natural Changes in Plants

Transportation can cause temporary changes in live plants. These changes may include:

• Temporary wilting
• Yellowing leaves
• Leaf loss
• Minor physical damage
• Temporary growth slowdown
• Other normal transportation stress

Such changes do not automatically qualify for a refund or replacement.

7. Customs, Quarantine, and Import Requirements

Before placing an international order, buyers should check the import requirements of their destination country.

Depending on the product and destination, authorities may require:

• An import permit
• A phytosanitary certificate
• An additional declaration
• Quarantine inspection
• Customs documentation
• Other permits or certificates

Where required and applicable, Induare Agro may provide or arrange export documentation from Indonesia, including a Phytosanitary Certificate.

However, a Phytosanitary Certificate does not guarantee entry into the destination country.

The buyer remains responsible for meeting the import requirements of the destination country.

8. Customs Duties, Taxes, and Import Charges

The buyer must pay any charges imposed by the destination country or shipping carrier.

These charges may include:

• Import duties
• VAT or GST
• Customs fees
• Quarantine fees
• Inspection fees
• Treatment fees
• Storage fees
• Brokerage fees
• Other government or carrier charges

Induare Agro does not control these charges. Therefore, we generally cannot refund them.

9. Shipping Delays

We provide estimated delivery times for guidance only. International shipments can sometimes take longer than expected.

For example, customs clearance, quarantine inspections, import permit checks, courier delays, transportation disruptions, weather, and public holidays can affect delivery times.

In addition, incorrect customer information may cause delays.

Because these situations can occur outside our control, a shipping delay does not automatically qualify for a refund.

10. Lost or Undelivered Shipments

Please contact us if your shipment appears lost or remains undelivered beyond the expected delivery period.

We can help check the tracking information and, where possible, communicate with the shipping carrier.

However, the carrier may need to investigate the shipment before we can determine the appropriate resolution.

The outcome may depend on the shipping service, tracking status, carrier investigation, and circumstances of the shipment.

11. Order Cancellation

Buyers may request cancellation before we ship the order.

If we have not started preparation, export processing, or shipping, we may issue a refund.

However, we may have already incurred costs for product preparation, phytosanitary certification, export documentation, packaging, or other services. In such cases, we may deduct those costs from the applicable refund.

Once we ship an order, we generally cannot accept cancellation requests because our products may be perishable or biological materials.

12. Refund Method

We normally send approved refunds through the original payment method.

For payments made through PayPal, we process refunds through PayPal and follow its applicable processing procedures.

Where appropriate, we may offer store credit instead.

13. Refund Processing Time

After we approve a refund, we will process it within a reasonable timeframe.

The payment provider, bank, or financial institution may require additional time to credit the funds to the buyer’s account.

As a result, the time required to receive a refund may vary.

14. Shipping Fees and Refunds

Shipping fees generally become non-refundable once we process or dispatch an order.

If our error causes the issue and we approve a refund, we will review the shipping fee based on the circumstances.

Third-party charges such as customs duties, import taxes, quarantine fees, inspection fees, and carrier charges generally remain non-refundable.

15. Returns

Because our products have biological and phytosanitary considerations, we generally do not accept returns.

If we determine that a return is appropriate, we will provide specific instructions before the buyer sends the product back.

Please do not return any product without our prior approval.

16. Contact Us

Please contact us as soon as possible if you have questions about shipping, damaged products, DOA claims, cancellations, returns, or refunds.

When contacting us, please provide:

• Order number
• Full name
• Email address
• Product name
• Description of the issue
• Photos or videos, where applicable
• Tracking information, where applicable

Induare Agro
Website: https://induareagro.com
Email: induareagro@gmail.com
Location: Indonesia

Our team will review each case and communicate the appropriate next steps.