[G] Arrival policy
Planned arrival standard.
The intended launch policy is a clear route to a replacement or refund when a plant arrives in poor condition. An operator must confirm and own this process before checkout opens.
Preview policy — no orders are being accepted and this commitment is not yet operational.
[W] Coverage
Proposed coverage.
The intended standard is that a plant arrives alive, structurally sound, and in a condition suitable for settling into its new spot. Packaging and dispatch practices must be validated by the operator.
The planned policy distinguishes minor cosmetic travel stress from a plant that arrives dead, severely damaged, or clearly unable to recover. Final coverage language requires operator approval.
[C] Claims
If something goes wrong.
- 01Take a photo of the plant as it arrived, including the packaging if it was damaged. Do this within 48 hours of receiving your order.
- 02Email us at hello@brightnessbased.shop with the order number and photo once ordering is live.
- 03The operator confirms the response target and remedy before launch, based on stock, refund capability, and the approved policy.
[R] Resolution
Planned remedies.
The proposed standard is a replacement when suitable stock is available, or a refund for the affected item when it is not. Shipping-cost treatment and operational ownership remain to be confirmed.
[E] Exclusions
What is not covered.
- Damage caused after delivery — incorrect placement, overwatering, or neglect.
- Reports outside the proposed 48-hour window. The operator must confirm the final window and evidence requirements.
- Normal seasonal variation in appearance between the product photo and the plant shipped.
[Q] Questions
Something else? Just ask.
Questions about the preview or intended policy — email hello@brightnessbased.shop.
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