Refund Policy

General Policy

We are committed to ensuring you receive healthy, high-quality plants. Due to the nature of live plants, all sales are considered final unless there is a verified issue with your order.

We do not offer returns or refunds for change of mind.

Issues with Your Order

If there is a problem with your order, you must contact us within 24 hours of delivery.

To assist with your claim, please provide:

  • Clear photos of the plant and packaging
  • An unboxing video to verify any missing items, incorrect items, or damage
  • A detailed description of the issue

We will assess each case individually and determine an appropriate resolution. Claims submitted without sufficient evidence, including clear photos and an unboxing video, may not be accepted.

An unboxing video is required for all claims related to missing, incorrect, or damaged items. Claims without video evidence may be declined.

Shipping-Related Issues

We are not responsible for delays caused by courier services once the order has been dispatched.

If a parcel is delayed, lost, or mishandled during transit, we will assist in lodging an investigation with the courier, but outcomes are subject to their processes.

By placing an order, the customer acknowledges and accepts the risks associated with shipping live plants, including delays, transit stress, and environmental factors beyond our control.

Damaged or Unhealthy Plants

Plants may experience minor stress during transit, including leaf drop or cosmetic imperfections. This is normal and not considered a fault.

A refund or replacement will only be considered if the plant arrives in a condition that is deemed significantly compromised beyond normal shipping stress.

Incorrect Items

If you receive the wrong item, please contact us within 24 hours of delivery with supporting photos.

We will arrange a replacement or refund where applicable.

Missing Parcels: Safe Drop / Authority to Leave (ATL)

If a customer selects Safe Drop or Authority to Leave (ATL), the responsibility for the parcel transfers to the customer once the courier confirms delivery.

We are not liable for lost, stolen, or damaged parcels after delivery has been confirmed under ATL.

If Safe Drop or Authority to Leave (ATL) is selected, the customer accepts full responsibility for the parcel once delivery is confirmed by the courier.

We are not liable for any loss, theft, or damage after delivery under these conditions.

Wrong Address Provided by Customer

Customers are responsible for ensuring that all shipping details are accurate at the time of purchase.

We are not liable for lost or undelivered parcels due to incorrect or incomplete addresses provided by the customer.

If a parcel is returned to us due to an incorrect address, additional shipping fees may apply for redelivery.

Change of Mind

We do not offer refunds or exchanges for change of mind.

Under Australian Consumer Law, businesses are not required to provide a refund if a customer simply changes their mind.

Refund Method

Approved refunds will be issued to the original payment method.

Processing times may vary depending on your payment provider.

Process for Refunds or Replacements

If your claim is approved, we will determine the appropriate outcome based on the nature of the issue, which may include:

  • Replacement of the item
  • Refund to the original payment method

For minor issues, we may choose to repair or replace the item within a reasonable timeframe.

For major issues, customers may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law.

Processing times may vary depending on the payment provider or availability of replacement stock.

Additional Notes

Plants are living items and may vary slightly in size, shape, and appearance from product photos. These variations are not considered defects.

By placing an order, you acknowledge and accept the risks associated with shipping live plants.