Refund and Return Policy

Your rights

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major problem, you may be entitled to choose a refund or replacement. If a problem is not major, we will work with you to provide an appropriate remedy within a reasonable time.

This policy explains our voluntary change-of-mind returns separately from your rights where an order is damaged, incorrect, faulty or not as described.

Plants and plant issues

Because plants are living, perishable products, we do not offer change-of-mind returns or refunds for plants.

Please unpack your plants as soon as possible after delivery and remove all packaging, tape and paper towel. For settling-in guidance, see our Plant Arrival Tips.

If your plant order has not arrived within 5 business days after dispatch, or something does not look right when your plant arrives, please reply to your order confirmation email or contact us here as soon as you can. Please include your order number, photos of the whole plant and a close-up of the issue where possible. We will assess the issue and help get it sorted.

Change-of-mind returns for non-plant products

We accept approved change-of-mind returns for eligible non-plant products within 30 days of delivery.

To be eligible, the item must be unused, unopened where it was supplied sealed, have any tags attached, and be returned in its original saleable condition and packaging. You will also need your order confirmation or other proof of purchase.

Gift cards, clearance items, custom, personalised and special-order products, and products clearly marked “Final Sale” are not eligible for change-of-mind returns. Any item excluded from change-of-mind returns will be identified on its product page before purchase.

Please submit a return request or contact us before sending an item back. Items sent back without approval or return instructions will not be accepted. You may arrange and pay for your own tracked return postage, or request a prepaid standard return label from us for $12.95. If we provide the label, its cost will be deducted from your refund.

Original delivery charges are not refunded for change-of-mind returns. Free-shipping offers do not include free change-of-mind returns.

Once we receive and inspect the returned item, we will let you know whether the refund has been approved. Approved refunds are processed to the original payment method or as otherwise agreed with you within 10 business days. Your bank or card provider may take additional time to process the refund. If more than 15 business days have passed since approval, please contact us.

Exchanges

The fastest way to receive a different item is to return the eligible item you have and place a new order once your return has been approved.

Requesting a return or cancellation

For eligible non-plant items, you can sign in to your customer account to request a return or cancellation. All requests are reviewed before they are approved.

Plant issues and plant cancellation requests should be sent by replying to your order confirmation email or contacting us here.

Cancelling an order

Please contact us as soon as possible if you need to cancel an order. We can usually cancel an order before it has been picked and packed.

If a change-of-mind cancellation is requested after we have started picking or packing your order, but before it has been dispatched, a $7.95 cancellation fee applies.

If your order has already been dispatched, this return policy applies instead.

Uncollected pickup orders

Please collect pickup orders within 7 days of being notified that they are ready. We will send a reminder if an order has not been collected.

If an order remains uncollected, we will contact you to arrange collection. Where we cannot arrange collection after further notice, we may cancel the order. Any refund will be assessed case by case, taking into account the condition of the goods and reasonable direct costs already incurred.

Damaged, incorrect or faulty non-plant products

If your non-plant product arrives damaged, incorrect, faulty or not as described, please reply to your order confirmation email or contact us here as soon as possible. Please include your order number and photos where possible so we can assess the issue promptly.

How to contact us

For a return, cancellation or product issue, please reply to your order confirmation email, start a chat with us, or use our contact form. Please include your order number and the details of your request.