Returns & Refunds
Returns & Refunds Policy
Adelaide Plant Co — ABN 19687417303
Please contact us by email: enquiries@adelaideplantco.com.au
1) Your rights under Australian Consumer Law (ACL)
This policy operates in addition to your statutory rights under the Competition and Consumer Act 2010 (Cth) and similar laws. If you are a consumer under the Australian Consumer Law, our products come with guarantees that cannot be excluded. Depending on the issue, you may be entitled to a replacement or refund.
2) Change-of-mind
We do not accept change-of-mind returns for any products (living plants/trees or accessories). Please choose carefully and contact us before purchasing if you are unsure.
3) What can be returned or refunded?
A. Living products (plants & trees)
Please inspect your plants at delivery. Once delivered, plant viability depends on factors outside our control (handling, watering, site conditions, weather, pests etc.). If a plant arrives damaged or significantly different from its description/sample:
- Email us within 48 hours of delivery at enquiries@adelaideplantco.com.au with your order number and clear photos showing the plant in its pot (close-ups and full plant).
- We’ll investigate in good faith and may request additional photos or inspection.
- If we agree the issue existed at delivery (and is not due to post-delivery handling or site conditions), you may choose a replacement (like-for-like or nearest equivalent) or a refund for the affected item(s).
- Keep plants in their original pots and do not prune, transplant or dispose of anything until we advise—alterations can prevent assessment.
Exclusions (living products): No refunds/replacements for issues caused by incorrect planting/positioning, over/under-watering, extreme weather events, pests/disease introduced after delivery, accidental damage, neglect, or failure to follow care advice. Custom-sourced or grown-to-order plants are not returnable unless required by the ACL.
B. Accessories & non-plant items
If an accessory arrives faulty, damaged on arrival or not as described, email us within 7 days with photos and your order number. Where the ACL applies, we’ll repair, replace or refund as appropriate. We do not accept change-of-mind returns for accessories.
C. Pots, planters & homewares
Our pots and planters are supplied empty (no plant or potting mix; a drainage plug is included where noted on the product page). These items are shipped within South Australia and are generally delivered together with any plants in the same order. If an item needs to be sent separately, we’ll let you know.
Please inspect your item on delivery. If a pot arrives damaged, broken, faulty or not as described:
- Email us within 48 hours of delivery at enquiries@adelaideplantco.com.au with your order number and clear photos of the item and its packaging (close-ups of any damage plus a full shot).
- Please keep the item and all packaging until we confirm the next steps — discarding packaging can prevent assessment and freight claims.
- Where the Australian Consumer Law applies, you may be entitled to a repair, replacement or refund. We’ll confirm the outcome and the correct return method by email.
12-month warranty. Our pots are covered by a 12-month warranty against manufacturing defects from the date of delivery. This warranty does not cover: breakage, chips or cracks caused after delivery (including dropping, knocks, or moving the pot while planted/full); damage from misuse, abrasive cleaners or improper installation; natural weathering such as fading, patina or fine surface crazing that can develop with outdoor UV and weather exposure over time; or fair wear and tear. These exclusions do not limit your rights under the Australian Consumer Law.
Natural variation. Terrazzo and fibre-clay finishes are made by hand, so colour, speckle, pattern and texture vary from piece to piece; the item you receive may differ slightly from the photographs. This is a feature of the material, not a fault.
Change of mind. As with the rest of our range, we do not accept change-of-mind returns on pots. Please check the size guide and dimensions on the product page before ordering. This does not affect your ACL rights if an item is faulty or not as described.
4) How to lodge a request
Email enquiries@adelaideplantco.com.au with:
- Order number and name
- Photos of the issue (close-ups and full item; plants must be shown in their pot)
- Brief description (what happened and when)
- Your preferred remedy: replacement or refund (if eligible)
Please don’t send anything back until we confirm the next steps in writing.
5) Remedies & process
- Assessment: We review your evidence; for plants we may request additional photos or an in-person check.
- Approved claims (plants): You choose replacement or refund for the affected items.
- Approved claims (accessories): We’ll repair, replace or refund as required by the ACL.
- Replacements: Dispatched on the next possible delivery run for your area.
- Refunds: Issued to the original payment method; please allow 3–5 business days after processing.
- Return shipping: If we request a return, we’ll advise the method. Where the ACL requires, we cover reasonable return costs; otherwise, returns are at the customer’s cost.
6) Delivery-day issues
If something seems off at delivery, let the driver know if possible and email us within 48 hours. We can’t accept plant claims reported outside this window because condition after delivery is outside our control.
7) Substitutions & sizes
At checkout you can choose whether you will accept substitutes for a similar plant and/or alternative sizes. If you select Yes, those alternatives supplied at your request aren’t returnable for change-of-mind. This does not limit your ACL rights if a product is faulty or misdescribed.
8) Title & risk
Title and risk pass to you upon delivery to the specified address (or upon pickup). Please ensure a safe, shaded drop spot where practical.