Orders
Live arrival guarantee
Every plant we ship leaves here healthy. If yours arrives in poor condition, we make it right — no lengthy process, no argument.
What we guarantee
Your plant should arrive alive, structurally sound, and in a condition suitable for settling into its new spot. We pack carefully and choose shipping days that keep transit time short.
We do not guarantee against minor cosmetic travel stress — a few dropped leaves or slight soil displacement during transit is normal and the plant recovers quickly. We cover anything that goes beyond that: a plant that arrives visibly dead, severely damaged, or clearly unable to recover.
If something goes wrong
- 01 Take a photo of the plant as it arrived, including the packaging if it was damaged. Do this within 48 hours of receiving your order.
- 02 Email us at hello@brightness-based.com with your order number and the photo. A short description of what you received is helpful.
- 03 We respond within 1 business day and arrange a replacement or refund depending on availability and your preference.
Replacement or refund
If the same variety is in stock, we send a replacement at no extra cost. If it is not available, we issue a full refund for the affected item — including its share of the shipping cost.
What is not covered
- Damage caused after delivery — incorrect placement, overwatering, or neglect.
- Failure to report within 48 hours of confirmed delivery (we rely on the carrier timestamp).
- Normal seasonal variation in appearance between the product photo and the plant shipped.
Contact
Questions before you order? Email hello@brightness-based.com and we will answer directly.