We are committed to ensuring the quality of our products and providing exceptional customer service. Please review the following policy to understand your rights and responsibilities when purchasing from us.

Overview

Our refund and return policy lasts 7 days from the date of purchase or delivery. If 7 days have passed, we cannot offer a refund or exchange.

To qualify for a return:

• Items must be unused, in the same condition as when received, and in their original packaging.
• Live plants must be healthy and undamaged upon return.
• Proof of purchase must be provided.

The following items are non-returnable:

• Mishandled live plants and organisms.
• Sale items.
• Gift cards.

Do not return any items without first contacting us through our Contact Us page.

Defective Live Plants or Organisms

For live plants or organisms that arrive damaged or defective, our refund policy lasts 48 hours from the time of delivery.

To qualify for a refund or replacement:

1. Provide proof that the item was collected from your delivery location on the same day it was marked as delivered by Australia Post.
2. Take clear photos of the damaged or defective item and provide a brief description via our Contact Us page. We’ll contact you via email and request a copy of the photo/s.

Once we review your request, we will notify you of approval or rejection. Approved claims will result in either a replacement (if available) or a refund.

Refunds or Exchanges

Approved refunds will be processed within a few business days and applied to your original payment method. Refunds do not include initial postage fees.

If an exchange is requested, it will only be approved for defective, damaged, or incorrect items. Contact us within 7 days to begin the process

Shipping Returns

If a return is required, you will receive instructions, including the return address. Customers are responsible for return shipping costs, which are non-refundable.

We recommend using a trackable shipping service or purchasing shipping insurance for high-value items, as we cannot guarantee receipt of returned items.

Damage During Shipping

If your item arrives damaged during transit, you must notify us within 12 hours of receiving the delivery. Take clear photos of the damage and provide a brief description via our Contact Us page. We’ll contact you via email and request a copy of the photo/s. Refunds will only be issued after the damaged item is returned, if required.

Care Responsibility for Living Products

Plants, terrariums, and kokedamas are living items that require proper care. Once purchased, their care is the customer’s responsibility. We cannot offer refunds or exchanges for items that deteriorate due to neglect, mishandling, or improper care.

We recommend reviewing our Care Instructions page and conducting additional research to ensure your plant or terrarium thrives.

Our Quality Guarantee

All plants are sourced from reputable suppliers and are well-established before being included in our products. Terrariums and containers are inspected before sale to ensure they are free from cracks or damage.

Damage caused by improper handling after purchase is the buyer’s responsibility, and no refunds or compensation will be provided.

If you have further questions or need any assistance, please reach out via our social media accounts or our Contact Us page.