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Legal notice

CUSTOMER AGREEMENT: PURCHASING, WEATHER, & GUARANTEE POLICIES

1. Live Arrival Guarantee (LAG)

  • Coverage Scope: We guarantee healthy, living plant delivery. Transit stress is normal and usually temporary. Should your plant arrive dead-on-arrival (DOA) or severely compromised, notify us within 3 hours of delivery for claim review.

  • Requirements for Claims:

    • Timely Collection: Packages must be accepted on the initial delivery attempt or retrieved from the carrier on the day of arrival. Never leave shipments exposed outdoors.

    • Required Proof: You must submit a clear photo of the sealed package, a continuous, unedited unboxing video displaying the tracking label, and close-up photos of the plant immediately after unpacking.

    • Remedies & Support: Valid DOA claims will be evaluated for a replacement. For stressed plants, reach out for acclimation assistance; you may be asked to provide details about your care environment (lighting, temperature, moisture, humidity).

2. Guarantee Exclusions

  • Minor Imperfections: Small aesthetic flaws (such as minor stem bends or slight leaf yellowing) that do not impact overall survival are not covered.

  • Post-Arrival Factors: Our responsibility ends once safe arrival is confirmed. We do not cover post-delivery care, pest infestations occurring after arrival, or future leaf variegation patterns.

3. Weather Conditions & Shipping Risks

  • Assumed Risk: Ordering during harsh weather means accepting potential hazards (heat/cold stress, leaf drop, root damage, or transit delays).

  • Buyer Obligations: In extreme climates, buyers must add thermal insulation, select upgraded shipping, and arrange for immediate package collection upon arrival.

  • Temperature Thresholds: Shipping in unprotected conditions below 32°F (0°C) or above 99°F (37°C) automatically voids the LAG.

  • Safety Holds: We reserve the right to delay dispatch if weather at the origin or destination threatens plant health.

4. Pre-Purchase Options

  • On-Site Visits: We encourage you to contact us in advance to schedule a visit to AnNamGarden and pick your plant in person.

  • Virtual Inspections: Can’t make it in person? Book a live video call with us to review and inspect your plant before finalizing your purchase.