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 warehouse at 5 Kevlar Close, Braeside VIC 3195, with Australia-wide delivery and door-to-door tracking.
| Standard Shipping |
Typically via Australia Post, StarTrack, Toll or Aramex, depending on order size and destination. Larger and bulk orders may ship via other carriers too. |
| 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 Freight |
Express freight is available on request for time-sensitive projects. Call 1800 617 341 or email the team for a quote before placing the order. |
Returns & Refunds
✓ Returns Designer Plants Accepts
A replacement, repair or refund is provided in accordance with the Australian Consumer Law where:
- The order arrives damaged during transit
- The incorrect product is received
- The item is faulty or defective
- The product is materially different from what was described or advertised
In these cases, Designer Plants covers the return freight and no fees of any kind apply. Contact the team as soon as possible with the order number and photographs (where applicable) so a prompt resolution can be arranged. Do not sign for the goods as being in good order if there is obvious damage.
✗ Change of Mind — Not Accepted
Due to the size, bulk and freight costs associated with many products, change-of-mind returns are not accepted. This includes where:
- You have changed your mind
- You no longer like or want the product or feel it isn't ideal for your needs
- You decide to purchase a different product after ordering
- You ordered too many items
- You selected the wrong item, colour or size
- You made an ordering mistake after the order has been dispatched
In rare cases, and at the sole discretion of Designer Plants, a product swap may be agreed — this is not offered as of right. Where a swap is agreed, a 25% restocking fee and freight deductions apply (see Discretionary Swaps below).
Not sure what to order? Designer Plants encourages customers to review their order carefully and contact the team with any questions before purchasing. Guidance on panel quantities, sizes and colours is always available — the coverage calculator is a useful starting point.
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). 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:
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No restocking fee applies
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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, entirely at its discretion, 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.
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| 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.
