Refund policy

Our Guarantee

 

We want you to be completely satisfied with your plants. That's why we carefully select them from quality growers across the Sunshine Coast, Brisbane, and Gold Coast regions.

 

At Time of Delivery

If you're not satisfied with your plants when they arrive:

• You can return them to our driver at the time of delivery
• We'll provide a full refund, including delivery fees
• Please note that only plants returned at delivery time can be refunded
• We cannot offer refunds for change of mind

 

Damaged Plants During Delivery

If your plants are damaged during delivery:

1. Take photos of the damage
2. Submit our contact form or email us with the photos within 24 hours of delivery
3. We'll review your submission and discuss options with you
4. If we don't hear from you within 24 hours to say otherwise, we'll assume the plants arrived in good condition

30 Day Quality Guarantee

 

If your plant dies within 30 days of delivery, we will replace it or provide a refund of the purchase price.

 

Important Policy Clarification

This guarantee only covers issues with the quality of the plants themselves. It does not cover plant death resulting from inadequate care. Most plant deaths occur due to improper watering, poor soil conditions or transplant shock, which relate to care practices rather than the plant's original quality.

 

Claim Requirements

To make a claim under this guarantee:

• Contact us within 30 days of delivery (via email or our website Contact form)
• Your plant must be less than 50% deteriorated when you contact us
• Provide a clear description of the issue and photos of the affected plant

 

Documentation Requirements

When submitting a claim:

• Contact us within 30 days from delivery
• Include a detailed description of the issue you're experiencing
• Attach clear photos of the affected plant from multiple angles
• If possible, include photos of the planting location and surrounding environment, including soil.
• What you have done to try and solve the issue – including how often the plants have been watered, and how they’ve been watered.

 

Replacement Process Timeline

If we determine the issue arises from a problem with the quality of the plant, we will:

• Replace the plant or provide a refund of the plant's purchase price within 14 days.
• Notify you of the solution we're providing.
• Arrange delivery of any replacement plants.

 

Seasonal Availability

Replacement plants are subject to seasonal availability. In some cases, a substitute plant of equal value may be offered if the original plant is not available.

 

What Does "Deteriorated" Mean?

A deteriorated plant shows one or more of the following signs:

• Browned or crisp leaves
• Significant leaf drop
• Wilting
• Drooping
• General decline in health

 

Why Must You Contact Us Before 50% Deterioration?

Once plants leave the nursery, we have no control over their environment. Contacting us before your plant significantly deteriorates allows us to help save it and determine if the issue is related to plant quality or care. We provide free unlimited plant advice with every purchase, so reach out early so we can help your plant recover.

 

Plant Care Information

 

Common Causes of Plant Death

Most plant deaths result from:

• Improper watering (too much or too little)
• Poor soil conditions
• Transplant shock
• Incorrect plant positioning

 

These issues typically relate to care requirements rather than plant quality. Each plant has unique needs, which is why early communication is essential for providing proper guidance.

 

Tips to Prevent Plant Death

1. Water your plant before removing it from its pot to minimise root disturbance
2. Avoid planting during heatwaves or in the middle of the day (above 30°C)
3. Dig a hole approximately 1.5 times the size of the plant's current container
4. Add adequate soil and organic matter (compost)
5. Avoid compacting soil around roots as this restricts growth
6. Use a Soil Moisture Meter at multiple spots around the plant to determine proper watering needs
7. Hand water plants during their establishment period for better control
8. Add a layer of mulch around the plant to help retain moisture and regulate soil temperature.

 

If Your Plant Has Already Died

If your plant has died and you did not advise us before it reached 50% deterioration, our guarantee does not apply. We cannot offer a replacement or refund in these circumstances.

12 Month Warranty

 

Even with proper care, plants sometimes die - achieving 100% survival rates in nature is impossible. While we cannot cover plant deaths after the 30-day period, please contact us if this occurs. We can offer a 25% discount on replacement plants within 12 months of your original purchase (standard delivery costs will still apply).

 

Delivery Information

 

Receiving Your Order

• We recommend having someone present to accept delivery
• If no one is available, the driver will place plants in a suitable location
• Platypus Plants cannot be responsible for plants after they've been delivered

 

Order Changes

• Please verify your delivery information when placing your order
• To make changes, contact us through our contact form as soon as possible to prevent delays

 

Plant Appearance

 

The plants shown on our website and social media pages represent the species you're purchasing. Due to natural seasonal variations, your actual plants may appear different from the images.

 

Exclusions

 

This policy does not apply to:

• Items marked as "Stock Clearance" (generally non-refundable)
• Ex-ground stock
• Interstate orders - plants traveling either into or out of the Queensland State border (due to current Biosecurity fire ant regulations, though we'll work with you to find solutions if there are any issues)
• Plants that have deteriorated beyond 50% before contacting us
• Plants that have died due to improper care
• Plants that have been damaged from weather events such as floods, hail, strong winds, heatwaves etc.

Platypus Plants reserves the right to make exceptions to this policy in circumstances we consider unreasonable.

 

Consumer Rights

 

This policy supplements your rights under Australian Consumer Law and does not limit or override those rights.

 

Any other questions?

Feel free to Contact Us here