Refunds and Returns Policy

This Refunds and Returns Policy applies to purchases made from The Orchid Patio through www.theorchidpatio.com.au.

In this Policy, “we”, “us” and “our” refer to The Orchid Patio. “You” refers to the customer who purchases products from us.

Nothing in this Policy excludes, restricts or modifies any rights or remedies you may have under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.

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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Policy operates in addition to your statutory rights.

We do not offer refunds, exchanges or store credits if you change your mind, find the same or similar product cheaper elsewhere, select the wrong product, no longer want the product, or fail to read the product description before purchasing.

We may choose to offer a change-of-mind return in limited circumstances at our discretion, but we are not required to do so unless required by law.

For hygiene and product integrity reasons, earrings and other worn jewellery are not eligible for change-of-mind returns. This does not affect your rights under the Australian Consumer Law if the product is faulty or otherwise fails to comply with a consumer guarantee.

Sale, promotional or discounted items are also covered by the Australian Consumer Law. However, they are not eligible for change-of-mind returns unless we choose to allow this or are required by law.

Live orchids and plants are natural products. They may vary in size, shape, colour, flowering, leaf condition, root structure, maturity and growth habit from the images shown on our website. Product photographs are indicative only and may show a mature, flowering or representative plant.

Natural variation, minor cosmetic marks, older leaves, spent blooms, trimmed roots, slight blemishes or differences in flowering appearance do not necessarily mean the plant is faulty.

If you believe your plant has arrived damaged, unhealthy or materially different from what you ordered, please contact us within 24 hours of delivery with:

• your order number;
• clear photographs of the plant;
• photographs of the packaging;
• photographs of the shipping label; and
• a brief description of the issue.

Prompt notice is important because live plants are perishable and can be affected by environmental conditions after delivery. However, the 24-hour timeframe does not limit any rights you may have under the Australian Consumer Law.

Once delivered, live plants require appropriate care. Subject to your rights under the Australian Consumer Law, we are not responsible for plant deterioration, failure to thrive or failure to flower caused by:

• repotting after delivery;
• overwatering or underwatering;
• unsuitable light, humidity, airflow or temperature;
• exposure to extreme heat, cold, wind or sun after delivery;
• fertiliser misuse;
• pest or disease issues introduced after delivery;
• failure to follow care instructions;
• neglect or mishandling; or
• any other post-delivery care or environmental factor outside our control.

We do not offer refunds or replacements merely because a plant is repotted after delivery or because it later declines due to unsuitable care, unless the issue is caused by a failure covered by the Australian Consumer Law.

If you believe a jewellery item is faulty, damaged or not as described, please contact us as soon as possible with your order number, proof of purchase, photographs and a description of the issue.

Our fine jewellery products may include sterling silver, gold plating, rhodium plating, pearls, stones or other materials as described on the product page. Minor variations in handcrafted jewellery, pearls, natural stones and organic forms are not faults unless they amount to a failure under the Australian Consumer Law.

Plated jewellery may naturally fade, wear or lose colour over time, particularly with frequent use or exposure to water, perfume, cosmetics, sweat, chlorine, chemicals, abrasion or improper storage. Normal plating wear, tarnishing, scratches, accidental damage, bending, misuse, neglect, improper storage or unauthorised repair are not manufacturing defects.

Our jewellery warranty terms, where applicable, are set out in our Terms and Conditions. Warranty rights apply in addition to, and do not replace, your rights under the Australian Consumer Law.

We take reasonable care to pack products appropriately for delivery. If your order arrives damaged, please contact us as soon as possible and provide photographs of the product, packaging and shipping label.

For live plants, please contact us within 24 hours of delivery where possible. For other products, please contact us within 7 days of delivery where possible.

Please keep all packaging materials and damaged goods until the issue has been assessed. This may be required for carrier investigation, insurance assessment or return arrangements.

If an item is lost, significantly delayed or damaged in transit, we will assess the issue and provide a remedy where required by law. Depending on the circumstances, this may include a replacement, refund, store credit or other reasonable solution.

All refund, replacement, return and warranty claims are subject to assessment.

We may ask you to provide photographs, proof of purchase, order details, delivery information, care details or other information reasonably required to assess the claim.

For jewellery and non-perishable items, we may require the product to be returned to us before a remedy is provided. If the product is found to have failed to meet a consumer guarantee, we will provide a remedy as required by law and reimburse reasonable return shipping costs where required.

For live plants, we may assess claims using photographs and delivery information due to the perishable nature of the product.

If a product has a major failure, you may be entitled to choose a refund or replacement. If the failure is not major, we may be entitled to provide a remedy within a reasonable time, such as repair, replacement, refund or another solution appropriate to the circumstances.

If a refund is approved, it will usually be processed to the original payment method unless otherwise agreed.

We aim to assess refund and replacement requests within 7 business days after receiving all information reasonably required to assess the claim. Processing times may vary depending on the payment provider, bank, carrier investigation, product type and availability of replacement stock.

Replacement plants are subject to seasonal availability and stock levels. If an identical replacement is unavailable, we may offer a suitable alternative, store credit or refund where appropriate.

Original shipping costs may not be refundable for change-of-mind returns or discretionary returns. If the product has failed to meet a consumer guarantee, shipping costs will be handled in accordance with the Australian Consumer Law.

To request a refund, replacement, return or assessment, please contact:

The Orchid Patio
Email: info@theorchidpatio.com.au

Please include your order number, name, contact details, photographs where relevant and a description of the issue.