Revised 14 September 2026
A. Filing window
Seed packets are humidity-sensitive. Remedy requests must be opened within 36 hours of the first successful delivery scan, via Track & Support.
B. Covered incidents
- SKU or pack count on the invoice does not match what arrived.
- Outer carton or foil sachets show crush, puncture, or water ingress that makes sowing impractical.
- Courier marks delivered but no parcel was received at the stated address (investigate with proof).
C. Outside scope
- Ordinary scuffing, print rub, or natural seed colour variation within grade.
- Failed attempts caused by wrong PIN, locked premises, or unanswered calls.
- Packets opened, mixed, or discarded before a ticket is logged with photographs.
D. Evidence pack
Include order ID, a short incident note, and clear photos of the carton label plus affected sachets. The desk acknowledges within two working days.
E. Outcomes
Approved cases may receive replacement stock (if available), proportional refund, or store credit — selected to restore the purchase fairly.