Cancellation and Refund Policy
This Policy covers cancellation of a handoff listing or request and review after payment. It reflects the fact that plants are living things whose condition can change over time and with their environment.
Before sending a handoff request
Viewing a plant page or adding a plant to Remembered Plants does not send a handoff request. No cancellation is needed at that stage.
Before final confirmation
The owner may cancel an open handoff before final confirmation. A requester may also withdraw their own request.
Canceling a request after selection does not change ownership or update the Plant Passport.
After payment authorization and before shipment
The owner must ship within three days after payment is confirmed. If shipping details are not recorded by the deadline, the handoff will be canceled.
If a handoff is canceled before shipment, the card authorization will be released. If payment has already been captured, the amount paid will generally be refunded to the original payment method. When the release or refund appears on a statement depends on the card issuer.
Before proceeding, the confirmation screen shows the shipping-inclusive total and the applicable cancellation and refund information.
After shipment
Because plants are living things, a handoff generally cannot be canceled after shipment solely because the next caretaker changed their mind.
If the item arrives with substantial damage or in a condition materially different from the description, contact RareDex before confirming delivery—generally on the day it arrives—and include photos showing the packaging, outer box, shipping label, and plant. If the plant’s condition or your circumstances make same-day notice difficult, contact RareDex as soon as reasonably possible after discovering the problem. A review may be difficult if evidence is not preserved.
Minor leaf damage, spilled soil, temporary changes caused by temperature or environmental shifts, and individual variation reasonably foreseeable from the description or photos are generally not eligible for a refund. This does not limit any rights that cannot be limited by law.
After delivery is confirmed
After delivery is confirmed, a handoff is generally not eligible for a refund or return. RareDex may review the matter if fraud, a false statement, or a material omission is suspected.
Suspected fraud, false statements, or material omissions
If RareDex suspects fraud, a false statement, a material omission, failure to ship, or a serious shipping incident, RareDex may review the participants’ explanations, listing, payment and shipping records, and submitted photos. Depending on the findings, RareDex may release a card authorization, issue a full or partial refund, stop the handoff, or restrict use of the service. If a return is necessary, RareDex will provide case-specific instructions after considering the cause, the plant’s condition, and any carrier coverage.
A RareDex review or refund response does not make RareDex the seller, quality guarantor, or final decision-maker in a dispute. If the participants cannot resolve the matter, they may need to contact the carrier, card issuer, a consumer-affairs center in Japan, or another appropriate organization.
Rights under applicable law
This Policy does not limit rights provided by Japan’s Consumer Contract Act, Act on Specified Commercial Transactions, or other applicable law. Japan generally does not provide a cooling-off period for mail-order sales; applicable law and the seller’s disclosed return terms control.