Refund policy

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Customers in New Zealand also have rights under the Consumer Guarantees Act 1993 (NZ) that cannot be excluded.

Live plants

Belgrave Orchids sells live plants. Due to the perishable and variable nature of plants, we do not offer returns or refunds for change of mind.

Damaged, incorrect, or faulty items
Please inspect your order on delivery. If your plant arrives damaged, is not as described, or you receive the incorrect item, you must contact us within 24 hours of delivery with clear photographs of the plant and packaging.

Where a genuine fault or damage is confirmed, we will assess the issue and, in accordance with Australian Consumer Law, offer a replacement, refund, or other appropriate remedy.

What is not considered a fault
The following are not considered faults and are not eligible for return or refund:

  • Normal variation in size, shape, or growth habit
  • Plants not sold in flower or bud
  • Bud blast, leaf drop, or cosmetic damage caused by transit or acclimation
  • Issues arising from environmental conditions after delivery (temperature, light, humidity, watering)
  • Delayed growth or flowering

Returns
Live plants are not required to be returned unless specifically requested. Do not send items back without first contacting us, as unsolicited returns will not be accepted.

Accessories

We do not accept returns or offer refunds on accessories for change of mind.

If an accessory arrives damaged, faulty, or incorrect, contact us within 7 days of delivery with clear photographs of the item and packaging. Where a genuine fault or damage is confirmed, we will arrange a replacement or refund in accordance with the Australian Consumer Law or, for New Zealand customers, the Consumer Guarantees Act.

Please do not send items back without contacting us first, as unsolicited returns will not be accepted.

Contact

All return enquiries must be submitted via email to hello@belgraveorchids.com.au (New Zealand customers: hello@belgraveorchids.co.nz).

Refunds

If a refund is approved, it will be processed to the original payment method within a reasonable timeframe. Please allow additional time for banks or payment providers to finalise the transaction.