Refund policy

At Timoscape, your satisfaction is our top priority. Because we sell live aquarium plants, our return policy reflects the unique nature of live goods.

LIVE ARRIVAL GUARANTEE
All plants are guaranteed to arrive alive and in good condition. If your order arrives with dead or severely damaged plants, please contact us within 48 hours of delivery with clear photos of the affected plants.

ELIGIBLE FOR REFUND OR REPLACEMENT
• Plants that arrive dead on delivery (with photo proof submitted within 48 hours)
• Incorrect items shipped
• Significantly damaged packaging causing plant death

NOT ELIGIBLE FOR REFUND
• Plants that die after 48 hours of delivery (we cannot control water parameters, lighting, or care after delivery)
• Buyer's remorse or change of mind
• Slight cosmetic imperfections that do not affect plant health (minor yellowing at tips, minor snail presence, algae spots)
• Orders where delivery was delayed due to carrier issues beyond our control

HOW TO REQUEST A REFUND
Email us with:
1. Your order number
2. Clear photos of the affected plants
3. A brief description of the issue

We will respond within 1–2 business days with a resolution (replacement, store credit, or refund).

REFUND METHOD
Approved refunds are issued to the original payment method within 5–7 business days.