Healthy Arrival Guarantee
Your plant arrives healthy or you're refunded. Every order on LunaSprig is protected end-to-end — no fine print, no fighting with sellers.
Escrow on every order
Your payment is held by LunaSprig — not the seller — from checkout until the order is closed. The seller is only paid out once the plant has arrived safely.
You confirm delivery
When your plant arrives and you're happy with it, mark the order delivered to release the funds to the seller. No surprise charges, no auto-anything before you've seen the plant.
14-day safety window
Once the seller ships, you have 14 days to confirm delivery or open a dispute. If you forget, funds auto-release on day 14 and the order is closed.
Human dispute review
Our team reviews evidence from both sides and issues a binding decision — usually within 2 business days.
How the timeline works
- You pay. Funds go into escrow at LunaSprig — never to the seller's bank account directly.
- Seller ships within their handling window (2–4 business days by default). If they don't ship in time, the order is auto-cancelled and you're refunded.
- Plant arrives. Mark it delivered to release funds, or open a dispute if something's wrong.
- Day 14 after shipping. If you've taken no action, funds auto-release to the seller and the order closes. After this point, disputes can no longer be opened.
What's covered
- Not as described — wrong species, smaller than pictured, missing variegation.
- Arrived damaged or dead (DOA) — snapped stems, root rot, pest infestation. Include photos of the plant and packaging.
- Never received / lost in transit — tracking shows no delivery. Open a dispute any time before the 14-day window closes.
- Returned to sender — if a package is returned to the seller through no fault of yours (carrier error, damaged label), you receive a full refund or reshipment at the seller's option.
All claims must be filed within 14 days of the ship date. After that, the order is closed and funds have been released.
What's not covered
- Buyer's remorse — changed your mind after the plant arrives healthy
- Damage from neglect after delivery (under-watering, light shock)
- Local pickup orders once handed over in person
- Any dispute opened after the 14-day window has closed
- Returned-to-sender packages caused by an incorrect address you provided
How to open a dispute
- Open the order from My orders.
- Tap Open a dispute and choose a reason. (Available any time before the 14-day window closes.)
- Describe what happened and include photo links of the plant and packaging.
- Funds freeze in escrow while we review.
- You'll get a decision by email within 2 business days.