Products covered
HoyaTerra sells fresh, unrooted Hoya cuttings, cut to order from mother plants grown in France. The number of nodes and the characteristics of the cutting sold are stated on each product page.
Photographs show the mother plant and illustrate the species or cultivar. They are not a contractual photograph of the cutting that will be dispatched. Slight variations in shape, size, colour or variegation are natural in a living plant.
Cold-weather dispatches
From 1 November to 31 March inclusive, a 72-hour heat pack must be added to the basket for any order containing at least one cutting. The order cannot be completed without this protection. Where forecast temperatures along the route make dispatch too risky, HoyaTerra may suspend or postpone shipments.
The heat pack is an additional form of protection intended to limit the effects of cold weather in transit, but it cannot guarantee a constant temperature throughout the journey. This measure does not limit the applicable statutory guarantees.
Claims on receipt
The parcel and its contents must be examined as soon as they are received. If a cutting is missing, incorrect, visibly damaged in transit or does not conform to the description, a claim should be submitted within 24 hours of receipt using the contact form.
To enable a prompt assessment, the request must state the order number, identify the cutting concerned and provide a precise description of the problem. Clear photographs of the parcel, shipping label, packaging and cutting concerned are required to document the condition observed.
A continuous video showing the parcel being opened and the condition of its contents when unpacked is strongly requested, as it helps establish the circumstances and process the claim.
The absence of a video is not, however, sufficient on its own to reject a claim that can be established by other supporting evidence.
Submission within 24 hours facilitates the assessment of transit damage affecting a living plant. It does not deprive the Customer of any applicable mandatory statutory guarantees.
Guarantee at the time of dispatch
HoyaTerra guarantees the dispatch of a fresh cutting, carefully prepared and conforming to the description at the time of dispatch. A plant passport accompanies the cutting.
HoyaTerra does not guarantee rooting, establishment, future growth or the future appearance of the cutting after receipt. These results depend in particular on post-delivery transport conditions, the season, temperature, humidity, light, growing medium and the care provided by the Customer.
Remedy offered
After reviewing the request and photographs, where a claim is justified, HoyaTerra may offer, depending on the circumstances and availability, replacement or a refund for the cutting concerned.
In principle, the refund covers only the cutting concerned. Other conforming items in the order and delivery charges are not refunded, except in the event of a clear error by HoyaTerra or where a mandatory legal provision requires otherwise.
The refund is made using the payment method used for the order. The time taken for the refund to appear in the Customer’s account then depends on the bank or payment provider.
Physical returns
A physical return may be requested where it is useful for assessing the claim. No cutting should be returned without prior instructions. The Customer must first use the contact form and wait for the return instructions. The return address will be provided directly to the Customer once the return has been accepted.
Responsibility for return costs depends on the reason for the return and the applicable statutory rules. HoyaTerra will cover them where a clear error is attributable to HoyaTerra or where required by law.
Cancellation and right of withdrawal
A cancellation request may be submitted as soon as possible before the cutting is taken. If preparation of the order has not begun, HoyaTerra may accept the cancellation and issue a refund. Once the cutting has been taken, cancellation can no longer be guaranteed.
Cuttings are living, fresh plants and may deteriorate rapidly. Under Article L. 221-28, 4° of the French Consumer Code, the fourteen-day right of withdrawal does not apply to goods liable to deteriorate or expire rapidly.
Statutory guarantees
This policy does not limit the consumer’s mandatory rights, including the statutory guarantee of conformity and the guarantee against hidden defects where applicable.
How to submit a request
Every request must be submitted using the contact form, selecting the relevant reason and stating the order number. A response will be provided after the submitted information has been reviewed.