At Australian Plants Online, we take as much care in packaging your plants as we do in growing them. However, we understand that sometimes things don’t go as planned. Our returns and exchanges policy is designed to be as straightforward as planting one of our drought-resistant natives.

Our Returns Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • The item must be in its original condition (unplanted and in the original packaging)
  • You must provide proof of purchase (order number or receipt)
  • The item must not be on our non-returnable list (see below)

Note about live plants: We understand that live plants are sensitive. If your plants arrive damaged or unhealthy, please contact us immediately with photos so we can assess the situation and provide the best solution.

Non-Returnable Items

Some of our specialty plants cannot be returned due to their nature:

  • Bulbs (once planted, we cannot accept returns)
  • Bonsai (due to their specialized care requirements)
  • Any plants that have been removed from their original packaging or planted

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact us within 15 days of receiving your order at [email protected] with your order number and reason for return
  2. Wait for approval – we’ll respond within 2 business days with return instructions
  3. Package your return – please repackage the item securely in its original packaging
  4. Ship your return – send the package to:
    Australian Plants Online Returns
    99 Gregory Way
    MORNINGTON, AU 6221
  5. Wait for processing – once received, we’ll process your return within 3 business days

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item sent or damaged item). We recommend using a trackable shipping service as we cannot guarantee we’ll receive your returned item.

Refund Information

Once your return is received and inspected, we’ll send you an email notification. Your refund will be processed within 5 business days and applied to your original payment method:

  • Credit card payments: Refunds will appear on your statement within 3-10 business days, depending on your bank
  • PayPal payments: Refunds are typically processed within 24 hours

Please note that original shipping fees are non-refundable (unless the return is due to our error).

Exchange Policy

If you need to exchange an item, please follow the return process above and indicate in your email that you’d like an exchange. We’ll process your exchange once we receive the original item. If the new item costs more, you’ll need to pay the difference; if it costs less, we’ll refund the difference.

Damaged or Incorrect Items

If your order arrives damaged or incorrect (perhaps you ordered agapanthus but received bromeliads instead):

  1. Take photos of the damaged/incorrect items and packaging
  2. Email us at [email protected] within 3 days of delivery
  3. We’ll arrange for replacement items to be sent at no additional cost

Return Request Template

Use this template when contacting us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Australian Plants Online Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details of item(s) to return/exchange: – Product Name: – Quantity: – Reason for return/exchange: [For exchanges only] I would like to exchange this for: – Product Name: – Quantity: Please let me know the next steps for processing this request. Best regards, [Your Full Name] [Your Contact Information]

Questions?

If you have any questions about our returns policy (or if you’d rather chat about your new bottlebrush plant), our friendly team is here to help. Contact us at [email protected].

Last updated: [Insert Date]