Key Adjustments for Plants & Flowers

· Time window is very short (typically 2–5 days) because plant health declines quickly.
· Photo evidence required – you can’t return a dead plant by mail, so customers must send photos.
· No “return shipping” – instead, offer replacement, store credit, or refund based on photos.
· Exceptions for clearance plants and customer-caused damage (overwatering, repotting too soon, excessive heat exposure).

Refund Policy – Live Plants & Flowers

Live Plant & Flower Guarantee

Because plants are living products, we have a 48-hour guarantee from the time of delivery.

Eligibility

· Report any issues within 2 days (48 hours) of delivery.
· Include clear photos of the plant(s) and packaging.
· Keep the plant in its original pot/soil until we respond.

What’s covered

· Arrived dead or dying
· Severe pest infestation (spider mites, mealybugs, etc.)
· Wrong plant shipped
· Broken stems or crushed leaves due to shipping damage

What’s NOT covered

· Normal leaf drop, minor blemishes, or size variation
· Overwatering, underwatering, or repotting damage
· Cold or heat damage if you left the package outside too long
· Clearance or “final sale” plants

Remedy options (we choose based on situation):

· One-time replacement (shipped at our cost)
· Store credit for full amount
· Refund to original payment method (only for dead-on-arrival or wrong plant)

How to request help
Email [support@yourdomain.com] within 48 hours with:

· Order number
· Photo of the plant (showing the issue)
· Photo of the shipping box (if damaged)

We’ll reply within 1 business day.

Key Adjustments for Landscape/Pond Works

· No “returns” – You can’t return installed rocks, plants, or a pond. Instead, offer a workmanship warranty and plant/material guarantee.
· Change orders – Additional costs if the client changes design mid-project.
· Deposit structure – Non-refundable deposits for design/mobilization.
· Punch list process – A formal way to fix minor issues after completion.
· Force majeure – Weather, groundwater, or unforeseen site conditions (e.g., buried utilities) aren’t refundable.

Refund Policy – Landscape & Pond Construction

Refund & Warranty Policy – Landscape & Pond Service

1. Deposits & Cancellations

· A 50% deposit is required to schedule your project. Deposits are non-refundable after we purchase materials or begin site prep.
· If you cancel before materials are ordered, we’ll refund the deposit minus a $[amount] design/consultation fee.
· If we cancel due to permit denial or safety issues, deposit is fully refunded.

2. Workmanship Warranty (Labor)

· We warranty our installation work for 90 days from project completion.
· Covered: leaks in pond liner, settling of pavers, pump malfunctions due to our installation.
· Not covered: damage from contractors’ works, animals, power outages, chemical imbalances, or normal settling (under ½ inch).
· To file a warranty claim: send photos + description within 90 days. We’ll schedule a free repair visit.

3. Plant & Material Guarantee

· Plants (water lilies, marginal plants, etc.): Guaranteed for 30 days if they die from transplant shock. Not covered: weather kill, animal, or poor water quality.
· Pond liner & underlayment: Manufacturer warranty (typically 10 years)
· Pumps & filters: 1 year manufacturer warranty; we handle replacements but charge for labor after 90 days.

4. Change Orders & Overages

· If you change the design after work begins, we’ll provide a written change order with added cost. You must sign before we proceed.
· No refunds for “I changed my mind” after installation is complete.

5. Final Payment & Punch List

· Final payment is due upon substantial completion (pond holds water, plants installed).
· You have 7 days to provide a punch list of minor issues (e.g., a tilted stone, low water level). We’ll fix those within 14 days at no charge.
· After 7 days, the project is considered accepted and no further adjustments will be made without a new service call (minimum trip fee RM 500).

6. Unforeseen Conditions

· If we hit bedrock, groundwater, or unmarked utilities, additional work may be needed. No refunds for the original scope – you pay only for extra work if you approve it.
· If you refuse necessary extra work, we may stop the project. Deposits and completed work are non-refundable.

How to request warranty service
Email [kcland@gmail.com] with “Warranty Claim – [Project Address]” and attach photos. We’ll respond within 2 business days.

· Proposal/estimate document – Have clients initial next to the deposit and warranty sections.
· Contract – Include as an exhibit.
· Website footer – Link to “Warranty & Refund Policy” but note that services are bound by the signed contract.

· For pond leaks specifically – Offer a 7-day “fill test” after completion. If water drops more than 1 inch per day (excluding evaporation), you’ll fix it free. This builds trust.
· Consider including progress photos – Document each stage so “I don’t like the rock color” claims are easier to dispute.