Customer Satisfaction is Our Priority

Exchange & Refund Policy

We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us if you are not happy with your purchase.

Australian Consumer Law

  • Under the Australian Consumer Law:

    • Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

      • ​to cancel your service contract with us; and

      • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

  • We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

  • The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

  • If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

  • Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

  • If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

  • If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.​

Change of Mind

We do not offer any refund if you simply change your mind or find the same product or service cheaper elsewhere.

​Products Damaged During Delivery

We take extreme care packaging your purchase. If a product that you ordered is damaged during delivery, the delivery service provider is responsible. We will assist you with contacting the delivery service provider used to deliver your goods.

  • Please contact us or the delivery service provider as soon as you receive your delivery.

  • Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.

  • If the product is faulty, we will organise to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, if you contact us within the following time from the date you received the product: 1 day.

​Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a refund, repairs, and replacements for a product or service you purchased if:

  • You misused the said product in a way which caused the problem.

  • You knew or were made aware of the problem(s) with the product or service before you purchased it.

  • You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

  • Any other exceptions apply under the Australian Consumer Law.

Shipping Costs for Returns

Refurbished Products

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Assistance from Manufacturers and Delivery Service Providers

  • In some cases, manufacturers and delivery service providers may help in relation to their products and services, and they may be able to resolve your issue more quickly.

  • In some cases, manufacturers and delivery service providers may provide warranties for their products, which go beyond the Consumer Guarantees under the Australian Consumer Law or any other rights which you may have under this Policy.

  • You are not obliged to contact the manufacturer directly to seek a repair, replacement, or refund. However, you may do so if you wish.

​Response Time

We aim to process any requests for repairs, replacements, or refunds within 7 days of having received them.

How to Return Products

  • You may contact us to discuss a return using the details at the end of this Policy.

  • We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.

  • You must provide proof of purchase to be eligible for a refund, repair, or replacement.

  • You may be required to present a government issued identification document to be eligible for a refund, repair, or replacement.

Contact Us

You can contact Us about Exchanges and Refunds at info@thegrowingplantco.au or 043 GROW ART (0434 796 278).