Packet Remedy Guide

Effective lattice · 09 September 2026

A. Claims we open

Because sowing seed is moisture-sensitive, file within 48 hours of delivery for:

• Wrong SKU or pack measure versus the invoice.
• Seals breached, soaking, or crush damage that makes sowing unsafe.
• Courier “delivered” status with no parcel at the door.

B. Claims we close

• Natural colour speckles or minor cosmetic scuffs on intact foil.
• Delays from unreachable phones or mistyped addresses.
• Packets opened, sown, or discarded before a ticket is logged.

C. How to raise a ticket

Use Track & Support with order ID, a short incident note, and photos of outer carton plus affected sachets. The desk acknowledges within two business days.

D. Remedy palette

Approved tickets may resolve as partial refund, replacement lot (stock permitting), or atelier credit — whichever fits the evidence.