Return, Replacement & Refund Policy
At The Shaman Valley, we take great care in selecting, preparing, and packing every order. Because we primarily deal in live plants, some natural variation and minor changes during transit are unavoidable.
We want you to receive your plants healthy and safely packed. If something goes wrong with your order, please contact us and we will do our best to resolve it.
1. Live Plant Guarantee
If a live plant arrives dead, severely damaged, or otherwise non-viable due to transit, you may be eligible for a replacement or refund, subject to the conditions below.
To make a claim:
An unboxing video is mandatory.
The video must begin before the package is opened and clearly show the package, shipping label, packaging, and plant(s).
Please record the complete unboxing continuously without cuts or edits.
Clear photographs of the plant and packaging may also be requested.
Contact us within 24 hours of delivery with your order number and the unboxing video/photos.
Claims without an unboxing video may not be eligible for replacement or refund.
2. Damaged or Tampered Packages
Please inspect your package before accepting delivery.
If the package appears ripped, crushed, opened, wet, or tampered with, please refuse delivery where possible and contact us immediately.
If you accept a visibly damaged package, please record the condition of the package before opening it and keep all packaging materials until your claim has been resolved.
3. Replacement or Refund
After reviewing your claim, The Shaman Valley may offer:
A replacement plant, subject to availability; or
A refund for the affected plant.
If the exact plant is unavailable, we may offer a suitable alternative of comparable value or provide a refund.
The final resolution will depend on the condition of the plant, evidence provided, and circumstances of the shipment.
4. Natural Plant Variation
Live plants are living organisms and will not always look exactly like the photographs shown on our website.
Plant size, colour, leaf count, pitchers, traps, growth habit, and overall appearance may vary depending on:
Season
Growing conditions
Recent shipping
Dormancy or acclimation
Natural variation between individual plants
Such natural differences are not considered defects and are not eligible for return or refund. Your website already explains that plants may differ from photographs because of seasonal and growing conditions.
The Shaman Valley
5. Transit & Acclimation
Some temporary changes after shipping are normal. Plants may arrive with:
Drooping or curled leaves
Reduced colour
Fallen pitchers or traps
Reduced dew
Minor leaf damage
Temporary stress
These conditions do not necessarily mean that the plant is dead or unhealthy.
Please allow the plant time to acclimate to its new environment and follow the appropriate care instructions.
6. Incorrect or Missing Items
If you receive an incorrect, missing, or substantially different item from what you ordered, please contact us within 24 hours of delivery.
Please provide:
Order number
Photographs of the received item
Photographs of the shipping label
Unboxing video, where available
We will investigate the issue and arrange an appropriate replacement or refund.
7. Change-of-Mind Returns
Because we ship live plants, we generally do not accept returns or refunds simply because a customer has changed their mind.
Plants that have been successfully delivered cannot be returned merely because the customer no longer wants the plant or because the plant looks different from the website photograph.
8. Returns of Non-Live Products
For plant supplies and other non-live products, return eligibility may differ depending on the product.
Items must be unused, undamaged, and in their original condition unless the product was received damaged or defective.
Please contact us before sending any item back. Do not ship a return without receiving confirmation from The Shaman Valley.
9. Seeds & Gemmae
Seeds, gemmae, spores, and other propagation material are living biological material and are generally non-returnable and non-refundable once shipped.
Germination and growth depend on environmental conditions and growing technique and therefore cannot be guaranteed.
However, if the wrong item was sent or the package arrived damaged, please contact us with photographic/video evidence.
10. Refund Processing
Once your claim has been approved, refunds will be processed to the original payment method, wherever possible.
The time taken for the refund to appear in your account may depend on your payment provider or bank.
11. Cancellation
If you need to cancel an order, please contact us as soon as possible after placing the order.
Because our plants are prepared and shipped on scheduled shipping days, an order may not be cancellable once it has been processed or dispatched.
12. Important Care Responsibility
Each plant has different requirements. Customers are responsible for providing appropriate light, water, humidity, temperature, substrate, and general care after delivery.
We strongly recommend researching the specific care requirements of a plant before purchasing it.
A plant that dies after delivery due to unsuitable care or environmental conditions is not covered under the transit replacement/refund policy.
13. How to Contact Us
For any replacement, return, or refund request, please contact:
The Shaman Valley
Email: support@theshamanvalley.com
Please include your order number and a clear description of the issue.