Returns, Refund & Exchanges Policy

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

 

Faulty, Unsafe or Incorrect Products

We will provide a refund, replacement or repair if a product:

  • Is faulty or defective
  • Is unsafe
  • Is not as described
  • Is not fit for its intended purpose

If you believe an item has a fault, please contact us as soon as possible so we can assess the issue and determine the appropriate remedy under Australian Consumer Law.

 

Proof of Purchase

Proof of purchase is required for all returns. Acceptable proof includes:

  • Store receipt
  • Bank or credit card statement showing the transaction

 

Change of Mind Returns

For change of mind purchases, we may offer an exchange or store credit at our discretion provided that:

  • The item is unused
  • It is in original packaging
  • All tags are attached
  • Proof of purchase is provided

Change of mind returns do not apply to items that have been used, damaged after purchase, or are missing packaging or tags.

 

Sale & Clearance Items

All sale and clearance items are final sale and cannot be returned for change of mind. This does not affect your rights under the Australian Consumer Law if an item is faulty, unsafe, or not as described.  All clearance items are described fully when faulty and heavily reduced therefore these items are excluded from returns as they are sold as seen.

 

Flowers, Foliage and Potted Plants

Due to potential biosecurity and biodiversity risks, we do not accept returns on live plants and cut flowers/foliage. Please select carefully when purchasing plants. This does not limit your rights under Australian Consumer Law if a plant is sold in a condition that breaches consumer guarantees.

 

Online Purchases

For items purchased online:

  • Returns for unused items may be requested within 30 days of purchase
  • Items must be unused, with tags attached, and in original packaging
  • Refunds will be issued to the original method of payment, excluding shipping costs
  • Clearance items remain final sale

Unless the item is faulty, unsafe, or incorrect, return postage costs are the responsibility of the buyer.

We take great care with packaging so you receive the goods in perfect condition, however if you are not completely satisfied with the condition of the product, please do contact us.

 

In-Store Purchases

For items purchased in store:

  • Change of mind: returns within 14 days may be offered as exchange or store credit only, provided the item is unused, in original packaging, with tags attached, and a receipt is supplied.
  • Faulty or defective items: eligible for a refund, replacement, or repair in accordance with Australian Consumer Law.

If returning an item which has been posted, please enclose this Return Order Form.

 

Return Postage

Return postage costs are the buyer’s responsibility, unless the item is faulty, incorrect, or required to be returned under Australian Consumer Law.

 

Refund Processing

Approved refunds are typically processed within 10 working days to the original payment method.

If you believe your purchase does not meet the consumer guarantees under Australian Consumer Law, please contact us with your proof of purchase and details of the issue so we can assist.

 

Delivery Policy

This Policy should be read in conjunction with the Robertson’s Farmgate Delivery Policy which can be viewed here.

 

Updated 8-Apr-2026