Our Returns & Resolution PolicyUpdated 14 days ago

Our Returns & Resolution Policy
We are committed to ensuring you receive healthy, high-quality plants and we want you to love them! If there's an issue with your order, please review our policy below. This is our full policy, also available at Collectors Online Refund Policy.
Reporting an Issue & Timeframe
If something isn't right with your order, please contact us within 24 hours of delivery. We generally cannot accept late claims, unless there are reasonable circumstances that prevented you from notifying us within this timeframe.
To help us resolve your concern quickly, all claims must include supporting photos of your parcel, the packing slip, and the plants in question.
Conditions for Refunds or Replacements
We offer refunds or replacements under the following conditions:

Damaged Plants: If your plants arrive significantly damaged or in poor condition, please notify us within 24 hours of receiving your order. Include clear photos of the plants and their packaging. After reviewing your request, we will offer a refund or replacement. Please understand that minor yellowing leaves or signs of transit stress can sometimes be present due to the journey and may not always be accepted as a reason for a refund.
Incorrect Orders: If you receive the wrong plants or items compared to your order, please contact us within 24 hours with relevant photos so we can promptly correct it.
Non-Delivery: If your order does not arrive within the expected timeframe, please reach out to us. We will do our best to investigate the issue with the shipping carrier and, if necessary, provide a refund or replacement.

Understanding Your Plants' Appearance
We strive to ensure that the plants you receive are healthy and as described. However, it's important to remember that plants are living organisms and are naturally subject to environmental and seasonal factors. This may affect their colour, size, and structure. Our product photos are intended as a guide and cannot be used to determine the exact size and look of every individual plant you receive.
Wrong Address Policy
You are responsible for supplying the correct shipping address at the time of purchase. If you realize you've entered an incorrect address, please contact us immediately.

Before Dispatch: If the order has not yet been dispatched, we will do our best to update the address.
After Dispatch: If the order has already been shipped, we cannot be held responsible for delivery to the wrong address.

In such cases:

Redelivery Costs: You will be responsible for any additional shipping charges incurred to redirect the package to the correct address. This may include the cost of returning the plants to our facility and reshipping them, provided the plants can handle the extra transit times.
No Refunds: We do not offer refunds for orders that are delivered to an incorrect address provided by the customer. If the plants are lost or damaged due to an incorrect address, we are not liable for the replacement of the items.

Change of Mind Policy
We understand that sometimes circumstances change after placing an order. However, due to the perishable nature of live plants, we do not offer exchanges once the plants have been shipped.
If you wish to cancel or edit your order before it has been dispatched, please contact us as soon as possible, and we will do our best to accommodate your request.
Exceptions to Our Policy

Environmental Factors: We are not responsible for plants that fail to thrive due to environmental conditions (e.g., extreme weather, unsuitable growing environment) or improper care after delivery.
Seasonal Variations: Plants may naturally vary in appearance due to seasonal changes. Minor differences from the product images that are due to these variations do not qualify for a refund or replacement.

Process for Refunds or Replacements
To request a refund or replacement, please follow these steps:

Contact us within 24 hours of receiving your order via email to [email protected].
Provide your order number, a clear description of the issue, and clear photos of the plants, packing slip, and packaging.
We will review your request and respond within 1-2 business days.
If approved, refunds will be processed within 5-7 business days, and replacements will be shipped as soon as possible.

Lost Parcels (Australia Post)
While rare, if your parcel appears to be lost in transit, please contact us immediately. Outcomes for lost parcels are subject to Australia Post's terms and conditions, which generally include limited compensation (up to $100 for most services). We will work with Australia Post to investigate the issue on your behalf and determine the appropriate resolution.
Contact Us
If you have any further questions or need assistance regarding your order, our customer service team is here to help! You can reach us via email at [email protected].
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