Designer Plants stands behind every order. If something has gone wrong with a delivery, the team will work with you to resolve it quickly and fairly, in line with this policy and the Australian Consumer Law.

Shipping

Orders are dispatched from the Designer Plants warehouses in Melbourne (5 Kevlar Close, Braeside VIC 3195) and Brisbane, QLD, with Australia-wide delivery and door-to-door tracking.

Dispatch Time	1 business day on in-stock orders. Stock ships from whichever of the Melbourne or Brisbane warehouses is closest to you.
Standard Shipping	$19.95 flat rate Australia-wide, whatever the size of the order. Free on orders over $300. Carriage is typically via Australia Post, StarTrack, Toll or Aramex, depending on order size and destination. Larger and bulk orders may ship via other carriers.
Delivery Times	2–5 business days to most metropolitan areas from dispatch. Regional and remote destinations may require 5–10 business days, as road freight is used as standard. Tracking details are provided once the order leaves the warehouse.
Express Option	$39.95 for Express Dispatch, Parcel Safe Insurance and a premium carrier. Select it at checkout, no call needed. For oversized or time-critical project freight, call 1800 617 341 or email the team for a quote before ordering.
International	Standard international shipping from $99. Contact the team for large or multi-carton international orders.

Returns & Refunds

Order Changes Before Dispatch

If you realise you have ordered the wrong item or made a mistake, contact the team immediately on 1800 617 341.

Where the order has not yet been processed or dispatched, Designer Plants will make every effort to make adjustments (no refunds). Because in-stock orders dispatch within 1 business day, changes cannot be guaranteed once an order has entered processing or dispatch.

Order Cancellations

Should you wish to cancel an order, a cancellation fee of $25 or 25% of the order value (whichever is greater) applies. This must occur before the item is booked for a courier, which often occurs within minutes to 1 hour of the order being received.

This fee partially covers payment processing charges, warehouse handling, administration, freight commitments and restocking costs already incurred. Cancellation fees apply once an order has been placed.

Faulty, Damaged or Incorrect Items

Where an item is defective, damaged in transit, or not what was ordered, the Australian Consumer Law applies and the process is straightforward:

• No restocking fee applies
• No freight costs are charged or deducted. Designer Plants arranges and pays for the return
• A replacement, repair or refund is provided as required under the Australian Consumer Law

Contact the team within 30 days of delivery with your order number and photographs so return collection can be arranged.

Discretionary Swaps (By Agreement Only)

Change-of-mind returns are not accepted. In some cases, at our sole discretion, Designer Plants may agree to a product swap. Where a swap is agreed in writing, the following conditions apply:

Authorisation	Swaps must be agreed and authorised in writing before goods are sent. Email the team to request authorisation. Unauthorised returns will not be accepted.
Timeframe	Any agreed swap must be arranged within 30 days of the original order date.
Condition of Goods	Items must be returned unused, in original packaging and in resaleable condition.
Return Freight	Return freight to the Designer Plants warehouse at 5 Kevlar Close, Braeside VIC 3195 is arranged and paid by the customer.
Outbound Shipping Deduction	The original outbound shipping cost incurred by Designer Plants is deducted from any credit toward the swap. This may exceed the shipping amount paid at checkout, particularly where free shipping was offered.
Restocking Fee	A 25% restocking fee applies to all agreed swaps. These fees and deductions apply to discretionary swaps only. They never apply to faulty, damaged or incorrectly supplied items.

Payment Obligations

You agree that you remain liable for payment of all goods and services ordered irrespective of any chargeback, payment dispute or reversal.

If payment is reversed for any reason, you remain responsible for:

• The full purchase price
• Shipping costs (including outbound, return and depot freight where applicable)
• Storage charges
• Recovery costs
• Legal fees and any other costs legally recoverable

The return of goods does not remove your obligation to pay amounts owing under these Terms. Nothing in this policy excludes or limits rights under the Australian Consumer Law.