Refund Policy

1. Summary

• Digital Products (e-books, guides, downloads and recorded content) are final sale and cannot be returned or refunded once purchased, except in the limited cases in Section 2.
• Physical products (such as seedlings) can be returned for any reason within seven (7) days of delivery. You do not need to tell us why.
• Defective, damaged, wrong or dead-on-arrival items are always covered, and are not limited to the 7-day window. See Section 4.
• Physical orders can be cancelled free of charge, for a full refund, until they are dispatched or collected. See Section 5.

2. Digital Products — No Refunds

Digital Products are delivered instantly by email and cannot be returned once they have been sent, so all sales of Digital Products are final and non-refundable. This includes purchases made by mistake, a change of mind, content that did not meet your expectations, and problems opening a file because of your own device, software or internet connection.

The final-sale rule covers change-of-mind requests only. We will restore your access or send a working replacement and, if we cannot do that promptly, give you a full refund, if:

• you did not receive your download link and we cannot restore access within a reasonable time;
• the file is corrupt, incomplete, does not open in the formats described, or is materially different from its description, and we cannot supply a working replacement; or
• you were charged more than once for the same order — the duplicate charge is always refunded.

Contact us as soon as possible with your order number and a description of the problem. The full terms are in clause 2.2 of our Site Terms.

3. Physical Products — 7-Day Returns

3.1 Your right to return

You may return a physical product for any reason within seven (7) calendar days from the day it was delivered to you or collected by you. You may return all or only part of an order.

3.2 Condition of returned items

• Seedlings must be returned unplanted, in their original bags or pots, and not cut, pruned, grafted or inoculated. Normal wilting or leaf drop from being in transit is accepted.
• Other physical products must be unused and returned with their original packaging and any included items.

If a returned item does not meet these conditions, we will tell you and either send it back to you at your cost or, if you prefer, keep it and issue no refund for it.

3.3 How to return

1. Email [email protected] within the 7-day period with your order number and the items you are returning.
2. We will reply with return instructions within one (1) business day.
3. Either drop the items off at our nursery (Altaraza Spine Road corner Bocaue Road, Brgy. Tungkong Mangga, San Jose Del Monte, Bulacan, Philippines), or ask us to collect them with our own delivery team. To protect the plants, we do not accept live seedlings returned through third-party couriers.

Your return is on time if you contact us within the 7 days, even if the items reach us afterwards, provided you send them within a reasonable time of receiving our instructions.

3.4 Return costs

For change-of-mind returns, the cost of returning the items is yours: dropping them off at the nursery is free, and if you ask us to collect them we will quote the collection fee before we come. The original delivery fee is not refunded.

4. Defective, Damaged or Incorrect Items

If a physical product arrives defective, damaged, dead or wilted beyond recovery, or is not what you ordered, please tell us as soon as possible after delivery. You may choose a replacement, repair where that makes sense, or a full refund including the original delivery fee, and we will collect the item free of charge. Photos help us resolve things faster, but they are not required.

This section applies in addition to Section 3, and nothing in this policy limits the rights you have under the Consumer Act of the Philippines (Republic Act No. 7394) or any other law that cannot lawfully be excluded.

5. Cancelling an Order

• Physical products: cancel free of charge, for a full refund including any delivery fee, at any time before the order is dispatched or collected. Email us with your order number.
• Digital Products: delivered immediately on payment, so they cannot be cancelled once delivered.
• If we cancel: if we cannot fulfil your order (for example, a product is out of stock), we will tell you promptly and refund everything you paid for the affected items.

6. How Refunds Are Paid

Approved refunds are issued to your original payment method (card, GCash or Maya) within seven (7) business days of our receiving and checking the returned items, or of our approving a claim or cancellation under Section 2, 4 or 5. How long the money takes to appear after that depends on your bank or e-wallet provider. We will email you when your refund has been issued, together with any adjusted invoice.

7. Changes to This Policy

We may update this policy from time to time. The version published when you placed your order applies to that order.

8. Contact & Complaints

Dendrotonics Corp., Inc. · Altaraza Spine Road corner Bocaue Road, Brgy. Tungkong Mangga, San Jose Del Monte, Bulacan, Philippines
Email: [email protected] · Phone: +63 927 854-4477

If you are unhappy with how a return or refund was handled, see our Customer Care & Complaints page, including how to escalate to the Department of Trade and Industry.