Return Policy

Return Period

You have 14 days from the date of delivery to return any plant that does not meet your expectations or arrives in unsatisfactory condition. This return period applies to all purchases made through our website.

To be eligible for a return, you must notify us of your intention to return the item within the 14-day period. Returns initiated after this period may not be accepted unless there are exceptional circumstances.

Return Conditions

To be eligible for a return, the plant must be in its original condition, with the original packaging if possible, and must not have been damaged due to misuse or neglect after delivery.

Plants must be returned in a condition that allows us to assess their state upon arrival. We reserve the right to refuse returns if the plant has been significantly damaged, altered, or if it appears that the condition issues were caused by improper care after delivery.

Return Shipping Costs

If you are returning an item due to our error, such as receiving the wrong plant or a damaged item, we will cover the return shipping costs. In such cases, we will provide you with a prepaid return shipping label.

If you are returning an item for reasons other than our error, you will be responsible for the return shipping costs. We recommend using a tracked shipping service to ensure the safe return of your item.

Return Process

To initiate a return, please contact us using the contact information provided below. We will provide you with a return authorization number and instructions for returning the item.

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your return. If approved, your refund will be processed according to our refund procedure outlined below.

Non-Returnable Items

Certain items may not be eligible for return due to their nature or condition. This includes plants that have been significantly damaged due to customer misuse, plants that have been planted in soil and cannot be safely removed, and custom or personalized items.

If you have questions about whether your item is eligible for return, please contact us before initiating the return process.

General Legal Requirements

This return policy complies with Australian Consumer Law, which provides consumers with certain rights and guarantees regarding the quality and fitness of goods. These rights cannot be excluded or limited by our return policy.

If a product has a major failure, you are entitled to a replacement or refund, and compensation for any other reasonably foreseeable loss or damage. If a product has a minor failure, you are entitled to have the failure rectified free of charge, or a refund if rectification is not possible.

Cancellation Policy

You may cancel your order before it has been shipped. Once an order has been shipped, it cannot be cancelled, but you may return it in accordance with our return policy.

To cancel an order, please contact us as soon as possible. If the order has already been processed for shipping, we will attempt to intercept it, but cannot guarantee cancellation once the shipping process has begun.

Refund Procedure

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your return is approved, your refund will be processed to the original method of payment within 10 business days. You will receive the credit within a certain amount of days, depending on your card issuer's policies.

If you have not received your refund within the expected timeframe, please contact your bank or credit card company first, as it may take some time before your refund is officially posted. If you have done this and you still have not received your refund, please contact us.

Contact Information

For questions about returns, refunds, or to initiate a return, please contact us:

Artcustom
1 Bourke St, North Parramatta NSW 2151, Australia
Phone: +61400900141
Email: online@artcustom.world