Damaged Items
If the product you purchased and received is damaged, missing, or defective, please notify us WITHIN 24 HOURS OF ARIVAL. If we have made an error, we will correct it immediately and pay for any shipping charges incurred. Please give us a call between 9am and 4pm Pacific Standard Time or send an email to us (info@southpacificorchid.com) to arrange the return or replacement of a defective item. Items must be returned to us to qualify for a refund or exchange.

 

Because of the nature of our live-plant products, please understand that While FedEx or UPS are reliable at meeting delivery dates and times, in a limited number of cases, your shipment might arrive 1-2 days after your scheduled delivery date due to factors resulting from weather, customs processing times, FedEx/UPS flight delays, and other uncontrollable and unforeseeable factors. South Pacific Orchid cannot be responsible for extreme weather nor for the health of a plant once it is out of our care.

 

Incorrect/Incomplete Addresses resulting in Undeliverable/Delayed Package
Because of the perishable nature of our products, shipments to incorrect current addresses will void the warranty service provided by South Pacific Orchid.

 

Limited Warranty

South pacific Orchid provides a 24 hours limited warranty for the quality of all its products when the buyer received the products is defected or with discrepancy. During this period, South pacific Orchid will replace merchandise, which proved to be defective. However, South pacific Orchid will not warranty any product which has been subjected to improper freight Handling/shipping abuse, neglect or unauthorized modification. The warranty also will not cover products components with Non-South pacific Orchid items and used products. In addition, South pacific Orchid cannot accept any returns or exchanges outside the USA, which are not purchased from South pacific Orchid directly. South pacific Orchid reserves the right to perform such warranty service and request the total cost of the replacement.

 

Disclosure

Please make sure there is someone available to receive your flowers from FedEx or UPS as flowers are perishable and require immediate proper care and handling. Products with package dropped off outside may expose flowers to excessive heat or cold which which leads to the deterioration of the products. Therefore, we strongly recommends the product are received properly at the time of delivery and will not be liable.

 

We will not be responsible any delay or damage of any of the product that may be caused by natural disasters such as storms, heavy snow, fire, and/or earthquakes.

 

Alternations, modifications, and attachments

Any alteration, additions, improvement or attachment on the products not authorized in writing by South pacific Orchid shall solely be at the BUYER’S own expense and risk. If operations of the products is affected in any way by alterations, improvements, modifications or installation, the warranty shall be deemed waived by the buyer and South pacific Orchid shall have no further obligations to the buyer.

 

Replacement Policy

Should a product(s) fail during the warranty period, certain procedure should be followed for South pacific Orchid to serve the buyer more efficiently.

(1) Email the South pacific Orchid (info@southpacificorchid.com) to request for store credit or replacement. If the requested email has not been received by South pacific Orchid within 24 hours during the limited warranty period, the buy will admit the product to be sold as is by default and waive the right for the buy to request for warranty service automatically. South pacific Orchid will not be responsible for any lost items that cannot be traced as delivered to South pacific Orchid. Any merchandise returned without an email request and without its original packaging will not be accepted and rejected for the warranty service. The following details are mandatory and will be provided in the requested email:

a). Purchased date, shipping date, and invoice date with invoice number.
b). Product name and price .
c). DETALIED reason for requesting a replacement or store credit.

(2) Requirement for the warranty service processing:

a). A copy of original invoice.
b). a clear photo of the defected point or place with discrepancy.
c). All returned product(s) must be packed in the original packaging. Improper packaging may void warranty.
d). Shipping costs for returning defective products to South pacific Orchid is the buyers responsibility.
e). No shipments can be made to shipping addresses outside of the continental United States.

 

Return for store credit

(1) All sales returns must be processed at South pacific Orchid via email BEFORE returning your item. Please email info@southpacificorchid.com  for store credit and please state the reason that you want to return your item for store credit.
(2) Any returned merchandise will not be accepted unless it is unpacked in the original package.
(3) To receive store credit, product(s) must be claimed within 24 hours of arrival. A minimum of 50% on total amount will be charged as service fee against any return merchandise for any non-defective reason.

 

Damaged of arrival (DOA)

For all DOA products, the buyer is required to call or email with clear photo on the damaged places within 24 hours of arrival.

Lead time of service

(1) All replacements are subject to be handled within 3-5 business days. Please allow 3-5 business days (depending on destination address) of estimated time, for the delivery of your replacement. 
(2) All shipment returned to the buyer will be delivered by FEDEX Express service. The buyer is responsible for the difference of the freight charge if expedited service is requested.

 

Service Charges

(1) South pacific Orchid hourly labor rate - $60.00 (minimum 30 minutes)
(2) Product returned without deficiencies - $20.00 per item plus $15.00 handling fee and freight charge.
(3) Refused shipment - $15.00 charge plus freight

 

Cancellation

Cancellation of order after shipment may be subject to a 15% of total order amount.

Dishonor check

$25.00 will be charged for each return check.

 

Late charge

18% interest charge per annum (0.05% per day) for past due account balance.

 

SOUTH PACIFIC ORCHID sustains security interest on the merchandise stated above. Venue shall lie in the Santa Clara County, California, and the rights and obligations of the parties hereto shall be constructed and enforced in the state of California.

The buyer agrees to pay all of South pacific Orchid’s cost related to the collection of any sum due, including overhead allocated to employee efforts and any legal fees and expense incurred.

 

ENTIRE AGREEMENT

This document constitute entire Agreement between the buyer and South pacific Orchid. It is intended as a complete and exclusive statement of the term used in this agreement and no course of prior dealing between the parties and no usage of the trade shall be relevant to supplement or explain any term used in this agreement. No agent, employee or representative of South pacific Orchid has authority to bind South pacific Orchid to any affirmation, representation or warranty concerning the product sold under this agreement, unless the same is included within this written agreement. This agreement may be modified only by a written agreement signed by the parties hereto or by their duly authorized agents. Waiver by South pacific Orchid of any provision hereof in one instance shall not constitute a waiver as to any other instance.