Terms and Conditions

Orders & Delivery:

• All orders placed through this web site are subject to confirmation and acceptance by Ecuagenera.
• Ecuagenera may vary prices in the event of price changes or mistakes made by suppliers on reasonable prior notice to you. If Ecuagenera requests payment for increased prices, you may cancel the order by giving notice to Ecuagenera, which must be received within seven days of the announcement of the increase.
• Ecuagenera or its agent will deliver the goods you order to the address you specify in your order, within the agreed time frame, subject to their availability. Where the goods are not available you will be notified of this by Ecuagenera as soon as possible. Anyone at the delivery address who receives the goods will be presumed by Ecuagenera to be authorized  to receive the goods.
• Once the goods are delivered to you, you will own them and it is your responsibility if they are lost or damaged. Ecuagenera reserves the right to restrict sales to retail quantities when supplying resellers and distributors.
• If payment is not received within 5 days, the order will be cancelled.
  

Returns & Refunds:

• Please note that the plants are cultivated at our nursery in Ecuador and we will always choose the best exemplars to be shipped. In some cases even if the plant looks strong, it may deteriorate during the trip due to the weather conditions or by transport handling, we understand that this can happen. All shipments leaving Ecuador are inspected a few times by our local authorities before leaving the country and repacked by them, also when the plants arrive they are controlled again at their destination (Phyto, customs, etc) and this can cause some damage to the plants while unpacking and packing, we understand this manipulation can cause some damage to the plants.
• Ecuagenera has an extensive dispute resolution process that must be exhausted before any refunds are issued. All refund applications will be carefully considered and given at the discretion of the Company Management.
• We have a 3-day return policy, which means you have 3 days after receiving your item to request a return.

  To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. Please do not cut leaves, divide the plant, or keep part of the stems. You will also need the receipt or proof of purchase.

  To request a return, you can contact us at i[email protected] . Please attach pictures of the items to the email. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Shipment cost for the return of the plants will be in borne to the customer. Please do not forget to send us the tracking number.

• You can always contact us for any return question at [email protected].
• Damages and issues
  Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and correct it.

  Exceptions / non-returnable items
  Certain types of items cannot be returned, like perishable goods (such as cut flowers, In-vitro or plants) unless previously approved by one of our sales team at [email protected]
  Unfortunately, we cannot accept returns on sale items or gift cards.

  Refunds
  We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. The refund includes solely the cost of the refunded plant.

Prices & Payment:

• For each online order, you must pay:
  1. the applicable price for the relevant goods confirmed by Ecuagenera; and
  2. the delivery and handling fees specified on the order at that time.
• Your order and credit card details are safe and secure.
• At this stage we can only accept payments using the methods stated on this web site.
• We are unable to accept COD charges.
• Payment must be cleared before the goods are dispatched unless you have prior approval from Ecuagenera.

Products:

• All our products are sent to you in good condition and packaged correctly, we cannot guarantee the condition of the product on arrival.

Pictures:

• Ecuagenera aims at including up-to-date pictures of all of the goods on this web site. However, our picture of the goods may differ from the actual goods.

Privacy:

• Ecuagenera will comply with Ecuagenera’s Privacy Statement. Ecuagenera will not reveal your personal information to external organizations except for the purposes of fulfilling your order.

Liability:

• Any liability of Ecuagenera in connection with goods or services supplied to you will, subject to any non-excludable liability for breach of conditions or warranties implied by legislation and to the maximum extent permitted by law, at the election of Ecuagenera be limited to:
  1. in relation to goods, the replacement of the goods or the supply of equivalent goods; and
  2. in relation to services, the supplying of the services again or the payment of the cost of having the services supplied again.

Changes To Terms:

• Each order is governed by the terms and conditions current when the order is placed. Ecuagenera may add to, delete or otherwise change these terms and conditions without notice. It is your responsibility to read and understand these terms and conditions each time you place an order.

Applicable Law:

• All purchases, and these terms and conditions, are subject to the laws of Azuay, Ecuador.