Buyer Protection
How your payment is protected, what's covered, and how to make a claim.
Last updated 7 October 2026English
How it works
When you pay through Inflos, your payment is held. It is released to the seller when you confirm you received the plant, or 3 days after tracking shows your parcel was delivered, whichever comes first.
To confirm, open Purchases from the menu, tap the order and press Received it, release, then Yes, received. Only do this once the plant is in your hands.
When your plant arrives
- Record a short video as you open the parcel. Show the box, the shipping label and the plant. This video is your main evidence if you need to make a claim.
- Check the plant straight away. You have 48 hours after the delivery scan to report a problem.
What's covered
| Problem | Outcome | Details |
|---|---|---|
| Plant never arrives | Full refund or replacement | Tracking shows no delivery progress and the plant is still missing 3 weeks after the order date. Delays caused by large natural disasters, such as floods or typhoons, are excluded, as are meet-ups and untracked mail. |
| Significantly not as described | Full refund or replacement | The wrong species or cultivar, variegation that was promised but missing, pests that weren't disclosed, or root or leaf damage that threatens the plant's survival. |
| Dead on arrival | Full refund or replacement | Severe stem or root rot, a mushy crown, no viable growing point, or completely dried-out tissue. |
| Mild to medium damage | Settled with the seller | Minor bruising, small tears on one or two leaves, or slight stem bends that don't threaten survival. Inflos doesn't step in, but the seller may offer a partial refund or a discount. |
What's not covered
| Situation | Why it isn't covered |
|---|---|
| Collected by someone else, such as a friend, concierge, neighbour or freight forwarder | Responsibility passes to whoever signed for or accepted the parcel. We can't check the plant's condition after that point. |
| Wrong or incomplete address given at checkout | The courier's responsibility ends once it attempts delivery to the address you gave. |
| Faults disclosed in the listing | For example, the seller noted "leaf tip browning" or "minor thrip damage, treated" and showed photos. |
| Decline after the claim window | You have 48 hours after the delivery scan to report a dead or misdescribed plant. Problems that appear weeks later, such as rot from overwatering or acclimation shock, are not covered. |
| Subjective or minor differences | Colour that looks different under your lights, leaves that aren't "as wide" as you expected, variegation that doesn't match the photo exactly, slower growth, or the smell of the potting mix. |
| Mystery boxes and bundles without details | If the listing didn't list each plant, claims about individual contents are not covered. |
| Lower prices elsewhere | A price difference with another shop doesn't make a plant "not as described". |
| Batch or clone differences | Variation between clones, batches or tissue-culture lines that the seller didn't specifically guarantee, such as a slight change in leaf shape across batches of Monstera Thai Constellation. |
How to make a claim
- Within 48 hours of the delivery scan, message Inflos support on WhatsApp at +65 8970 5413. The same link is under Need help? in Purchases.
- Send your order number (it starts with # on the order in Purchases), your unboxing video and clear photos of the problem.
- We review the evidence with the seller and let you know the outcome. If your claim is approved, you get a refund or a replacement.
While a claim is open, the payment for that order stays on hold.
Payment methods covered
Every payment method offered at checkout is covered:
- Cards: Visa, Mastercard and American Express, including Apple Pay and Google Pay on supported devices. Available in every currency.
- PayNow and GrabPay, when you pay in SGD.
- Alipay and WeChat Pay, when you pay in CNY.
Limitation of liability
Buyer Protection is a commercial guarantee, not insurance. The most Inflos will pay on a claim is the amount you paid for the item, including shipping. Your rights under local consumer law are not affected.