Refund policy

Returns, refunds and your consumer rights

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law. If a product or service does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation or another remedy depending on the circumstances. This policy operates in addition to those rights.

Live plants

Live plants are perishable and can be affected by transit, weather and the care they receive after delivery. Please unpack and inspect your plants promptly. If plants arrive damaged, unhealthy, incorrect or materially different from their description, contact us as soon as practical through our Contact Us page. Include your order number, a description of the issue and clear photographs of the plants, labels and packaging so we can assess what happened.

Where a plant does not meet a consumer guarantee, we will provide the remedy required by Australian Consumer Law. Depending on the issue, this may include a replacement, refund or another appropriate solution. Asking you to contact us promptly or provide photographs does not limit your statutory rights.

Change of mind

We do not accept change-of-mind returns for live plants because they are perishable and subject to plant-health and biosecurity controls. We also do not accept change-of-mind returns for opened plant-care products. If you change your mind about an unused, unopened non-perishable add-on, contact us before returning it. Any discretionary return must be approved first and returned safely at the customer’s cost.

Grower-support calls

If you need to reschedule a grower-support call, contact us as early as possible. Services remain covered by the consumer guarantees that apply under Australian Consumer Law.

Refunds and return costs

Approved refunds are returned to the original payment method unless we agree otherwise. Processing time after approval depends on your bank or payment provider. If we confirm that a product has a problem covered by Australian Consumer Law, we will reimburse reasonable return costs where required. Please keep any postage receipts.

How to contact us

Use the Contact Us here