Returns & Refunds
Last updated July 22, 2026
This policy sits alongside your rights under the Australian Consumer Law (ACL). It does not replace or limit them.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the ACL. Among other things, goods must be of acceptable quality, match their description, and be fit for any purpose we told you about.
For a major failure you can choose a refund or a replacement, and you may be entitled to compensation for any other reasonably foreseeable loss. For a minor problem that can be fixed, we may choose to repair the item, replace it, or refund you.
Change of mind
We are not required by law to give a refund for change of mind, but as a goodwill gesture we accept change-of-mind returns on non-plant, non-perishable items within 14 days of delivery or purchase.
Items must be unused and in original, resaleable condition with any tags and packaging. We will offer an exchange or store credit. Change-of-mind return postage is at your cost.
Live plants and perishables
Please inspect live plants and perishable goods on arrival. If they are damaged, dead on arrival or not as described, contact us within 48 hours with photos and we will arrange a replacement or refund.
Because their health depends on care after they leave us, live plants are not eligible for change-of-mind returns, and we cannot cover decline caused by over or under watering, pests introduced at home, or unsuitable conditions.
Sale and clearance items
Sale items are covered by the same ACL consumer guarantees as full-priced items. We do not offer change-of-mind returns on clearance or "as is" stock, and any known faults are noted before purchase.
Gift cards
Gift cards are not returnable or redeemable for cash, except where required by law. Under Australian law our gift cards are valid for at least 3 years from the date of issue.
How to make a claim
Contact us with your order number and proof of purchase and we will guide you through it. The Houseplant Shop, 25 Pitt St, Mortdale NSW 2223. Phone 02 9119 3888. Email info@thehouseplantshop.com.au.
Where a return is required for a faulty item, we will cover reasonable return postage. Approved refunds are made to your original payment method within a reasonable time.