Return Policy
At Boneanklevibrant we want you to be satisfied with your indoor plant purchase. This Return Policy sets out in detail the conditions under which you may return products, request a replacement or receive a refund when shopping with us on boneanklevibrant.ddd. This policy applies to all purchases of indoor plants and related products made in Australia through our website or by other agreed means. It operates in addition to your statutory rights under the Australian Consumer Law (ACL); nothing in this policy limits or replaces those rights. We encourage you to read this policy carefully and to contact us if you have any questions or concerns about your order.
Australian Consumer Law guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). In particular, the ACL entitles you to certain remedies when goods fail to meet a consumer guarantee. You are entitled to a replacement or refund for a major failure (for example, where the goods are significantly different from their description, are unfit for their normal purpose and cannot easily be made fit, or have multiple minor failures that together amount to a major failure). You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by our failure to comply with a consumer guarantee. For failures that do not amount to a major failure, you are entitled to have the goods repaired or replaced, or to a refund, depending on the circumstances. Nothing in this Return Policy limits or replaces these statutory rights. If there is any inconsistency between this policy and your rights under the ACL, your ACL rights prevail.
When you can return a product
You may return an indoor plant or other product in the following situations, subject to the conditions set out below:
- Faulty, damaged or not as described on arrival: If the plant or product arrives damaged (e.g. broken pot, crushed foliage, physical damage from transit), diseased, or otherwise not as described on our website (e.g. wrong plant variety, seriously compromised health such that it is not of acceptable quality), please contact us within a reasonable time. We suggest contacting us within 7 days of delivery so that we can assess the issue while the condition is clear. Please have your order number ready and, where possible, provide clear photos of the product and packaging so we can process your request promptly. We will arrange a replacement or full refund (including any delivery charges you paid for the affected order) as appropriate. Where we ask you to return the product to us for inspection, we will reimburse you for reasonable return delivery costs; please keep receipts. We may arrange for the product to be collected in some cases.
- Not as described (significant mismatch): If the product you received does not match the description on our website in a significant way (for example, you ordered one variety and received another, or the product does not match the description in a material respect), contact us with your order details and a description or photos of the issue. We will work with you to resolve the matter, which may include sending a replacement, offering a full or partial refund, or another solution that we consider fair in the circumstances.
- Change of mind: If you simply change your mind about your purchase, we may at our discretion accept a return provided that: (a) you contact us within 14 days of delivery; (b) the plant or product is still in saleable condition (e.g. has not been repotted, substantially altered or damaged by you); and (c) the product can be resold by us. Due to the nature of live plants and their sensitivity to transport and handling, we reserve the right to refuse a change-of-mind return if we reasonably believe the product cannot be resold in good condition. Where we accept a change-of-mind return, return postage and any restocking or handling costs may be at your expense, and we may deduct such costs from any refund. We will advise you of any deductions before processing the refund.
We may require proof of purchase (e.g. order confirmation email or order number) before processing any return. We may also require you to return the product to us for inspection before we approve a refund or replacement, particularly for higher-value items or where the reason for return is unclear.
How to request a return
To request a return, replacement or refund, you must contact us via the contact form on boneanklevibrant.world or using the contact details (including phone and email) published there. Please provide: your order number; the product(s) concerned (e.g. plant name or product description); a clear description of the issue (e.g. damage on arrival, wrong item, change of mind); and, where helpful, clear photographs showing the product and any packaging or damage. We will acknowledge your request and respond within a reasonable time (typically within 2 to 5 business days) to guide you through the next steps. Do not send plants or products back to us without our prior approval and without following any return instructions we give you (e.g. packaging requirements, return address). Unapproved returns may not be accepted or processed, and we are not responsible for products lost or damaged in transit when returned without our authorisation.
Condition of returned products
For a return to be accepted, the product should generally be in the same condition as when you received it, except where you are reporting a defect or damage (in which case we expect to see the product in the condition it was in when you received it, so we can assess the issue). For live plants, we understand that some settling, minor leaf drop or temporary wilting can occur after delivery; such normal post-delivery adjustment does not necessarily mean the product is faulty. If you are returning due to change of mind, the plant must be in resaleable condition: it must not have been repotted into a different container, pruned or altered in a way that affects its value, or exposed to conditions that have significantly damaged it. We may refuse a return or deduct from any refund if we reasonably determine that the product has been damaged by misuse, neglect, or handling inconsistent with the care advice we provided (e.g. overwatering, incorrect light exposure). If we accept a return but find that the product is not in the condition described or is not resaleable, we may deduct a reasonable amount from your refund to reflect the diminished value or may return the product to you at your cost.
Refunds
Where we approve a refund, we will process it using the same payment method you used for the original order (e.g. credit or debit card, or other method as applicable), unless we agree otherwise with you. We will process the refund within a reasonable period; typically we aim to complete refunds within 14 days of receiving the returned product or of confirming that you are entitled to a refund (e.g. where we do not require the product to be returned). If your bank or card issuer processes the refund, it may take additional time for the refund to appear in your account. If we are unable to refund to the original payment method (e.g. card expired or account closed), we will contact you to arrange an alternative method. The amount refunded will be the purchase price of the returned product(s), and where the return is due to our error or a fault in the product, we will also refund any delivery charges you paid for that order. For change-of-mind returns, we may deduct the cost of return delivery and any restocking or handling fee we have notified you of. We will not refund delivery charges for change-of-mind returns unless we agree otherwise. If only part of an order is returned, we will refund only the price of the returned item(s) and a proportional share of delivery charges where applicable.
Replacements
Where we offer a replacement instead of a refund (for example, where the product was faulty or not as described and you would prefer a replacement), we will ship the replacement product in accordance with our standard delivery terms and timeframes. We will bear the cost of delivery for the replacement where the return was due to our error or a fault in the product. If the same product is not available, we may offer an alternative of equivalent value or a refund. If you have already returned the original product, we may wait until we have received and inspected it before sending the replacement, or we may send the replacement in advance at our discretion depending on the circumstances.
Non-returnable or limited-return items
Some items may not be eligible for return except where required by law (for example, under the ACL where the goods do not meet a consumer guarantee). This may include: custom or made-to-order arrangements (e.g. a specially selected or prepared gift set that was made to your specifications); plants or products that have been substantially altered by you (e.g. repotted into a different container, divided, or otherwise modified); or perishable or consumable items that have been opened or used. For change-of-mind returns, we may also refuse return of plants that we reasonably consider cannot be resold due to their nature or condition. We will advise you when you contact us whether your product falls into any of these categories and what options are available to you.
Return delivery and costs
Where you are returning a product because it is faulty, damaged on arrival or not as described, we will typically reimburse you for reasonable return delivery costs. Please keep your receipt or proof of postage; we may ask you to provide it before reimbursing. We may instead arrange for the product to be collected from you at our cost where that is practical. Where you are returning a product due to change of mind, you are responsible for the cost of returning the product to us unless we agree otherwise. We recommend using a trackable delivery method so that you can confirm the product has been received by us. We are not responsible for products lost or damaged in transit when you are returning them, unless we have arranged the return ourselves. If we have asked you to return the product and it is lost or damaged in transit, please contact us and we will work with you to find a fair solution.
Time limits
For returns due to fault, damage or not as described, we ask that you contact us within a reasonable time after delivery so that we can assess the issue. We suggest within 7 days for obvious damage or wrong item; for other issues (e.g. plant health) we may accept notification within a longer period (e.g. up to 30 days) depending on the circumstances, as plants can sometimes show problems after an initial settling period. For change-of-mind returns, you must contact us within 14 days of delivery. Your rights under the Australian Consumer Law may allow you to seek a remedy beyond these time limits in certain circumstances; this policy does not limit those rights.
Questions and complaints
If you have any questions about this Return Policy or about your order, or if you are not satisfied with how we have handled your return request, please contact us via the contact page on boneanklevibrant.ddd. We are committed to resolving issues fairly and in line with Australian consumer rights. We will acknowledge your enquiry or complaint and will work to resolve it within a reasonable time. If we cannot resolve your complaint to your satisfaction, you may have the right to refer the matter to your state or territory consumer protection agency or to another relevant dispute resolution body.
Updates to this policy
We may update this Return Policy from time to time to reflect changes in our practices, the types of products we offer, or legal requirements. The updated version will be posted on this page with a revised "Last updated" date. We encourage you to review this policy periodically. Changes will not affect returns for orders placed before the change, which will be governed by the policy in effect at the time of your order, unless the change is more favourable to you or we agree otherwise.
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