The guarantee

We can offer this because we photograph and sell individual specimens rather than stock from a bulk pallet: the plant you receive is the plant in the listing, and we know what condition it left in.

What is covered

• Plants that arrive crushed, snapped, frozen or heat-damaged in transit.
• Root rot or stem rot that was present when the box was opened.
• A plant that is materially different from its listing — wrong species, wrong size, or variegation absent from the plant that was photographed.
• Collapse within 30 days of delivery where the plant has been given light, water and warmth in line with the care notes we send.

What is not covered

• Overwatering, underwatering, or a plant left in a cold porch, a hot car, or an unheated room.
• Pests or disease introduced after delivery from other plants in your collection.
• Damage that follows repotting into a dense or unsuitable mix, or propagation and division of the plant.
• The loss of one or two older lower leaves, or a pause in growth, while the plant acclimates.
• Natural variation in leaf shape, fenestration and variegation as new leaves emerge — variegation is genetic but its expression on future leaves cannot be promised by anyone.
• Parcels shipped at your request against a weather hold we advised.

Making a claim

Email contact@shaqwayaliving.com within 30 days of delivery with your order number, clear photos of the whole plant and the affected part, and a short description of where it has been kept and how it has been watered.

We aim to reply within one business day. Most claims are settled without the plant being returned — sending a struggling plant back through the post rarely helps it.

How we put it right

• Replacement with the same plant where we still have one, or a comparable specimen of equal value that you approve first.
• Refund to your original payment method where no suitable replacement exists.
• Partial refund where a plant is usable but not what you paid for — for example a broken leaf on an otherwise healthy specimen — if you would rather keep it.

Replacements ship free, like every other order.

Care notes count

Every order goes out with care notes for that genus. Following them is what the guarantee asks of you: bright indirect light, a free-draining aroid mix, water when the top few centimetres of substrate are dry, and warmth above roughly 60 °F.

If you are unsure about something in the first weeks, email us before the plant is in trouble. Advice is free and we would much rather help you keep the plant than replace it.