Refund policy

Last updated: 30 November 2025

At Collectors Online, we're committed to ensuring you receive healthy, high-quality plants. We want you to be delighted with your purchase. This policy outlines the conditions under which we offer refunds or replacements, and how to get in touch if you have an issue.

1. Our Commitment to Quality

We strive to ensure the plants you receive are healthy and as described. Please understand that plants are living things and are subject to environmental and seasonal factors. This may affect their colour, size, and structure. Our product photos are for guidance only and can't be used to determine the exact size and look of every individual plant.

2. Contacting Us About an Issue (Australian Consumer Law)

If there's an issue with your order, please contact us within 24 hours of delivery. This timeframe allows us to efficiently manage perishable goods and secure necessary evidence for courier claims.

Please note: This 24-hour request period does not restrict your rights under the Australian Consumer Law (ACL). If a product has a major failure (as defined by the ACL), you are entitled to a remedy regardless of this timeframe. Claims made after this initial 24 hours may require further documentation but will still be assessed under ACL guidelines.

All claims must include supporting photos of:

  • Your received parcel
  • The packing slip
  • The plants in question

You can reach us easily via:

3. Conditions for Refunds or Replacements

We offer refunds or replacements under the following conditions:

  • Damaged Plants / Failure of Acceptable Quality: If your plants arrive damaged or in poor condition, please notify us within 24 hours of receiving your order. Include clear photos of the plants and their packaging. After reviewing your request, we will offer a refund or replacement if the failure is minor or major.
    • Minor Issues: Minor issues like yellowing leaves or signs of reversible stress can be present due to transit and may not automatically qualify for a refund or replacement, as plants often recover with proper care. We may offer a partial refund or care guidance in these cases.
    • Major Failures (ACL): If the damage is significant enough to constitute a major failure under the Australian Consumer Law (e.g., the plant is dead, or fundamentally different from the advertised product), you are entitled to choose a replacement, repair, or full refund.
  • Incorrect Orders: If you receive the wrong plants or items, please contact us within 24 hours with relevant photos.
  • Non-Delivery (Lost in Transit): If your order doesn't arrive, please reach out to us. We will investigate the issue with our shipping partners and, if necessary, provide a refund or replacement. For more details on delivery, please refer to our Shipping Policy. 

    Claims of non-delivery made more than 60 days after dispatch may not be accepted unless there are reasonable, documented circumstances. This is because public tracking information may no longer be accessible, and carrier investigation options become limited with the passing of time.

    This policy is particularly important for live plants, which are perishable and cannot reasonably be claimed as undelivered after such a delay.

4. Missing Parcels: Safe Drop / Authority to Leave (ATL)

When you select a delivery option that includes 'Authority to Leave' (ATL) or 'Safe Drop' (either via the courier, MyPost, or by default settings), you authorise the courier to leave the parcel without obtaining a signature. This is a common practice used to ensure quick delivery and avoid missed deliveries.

  • If Tracking Shows Delivered: We rely on the courier's official tracking scan, photo proof, or GPS data as proof that the item has been delivered to your specified address. Once the courier marks the item as 'Delivered' (including 'Safe Dropped'), Collectors Online is not responsible for loss or theft that occurs after that time.
  • Disputed Delivery: If your parcel is marked delivered (Safe Drop) but is missing, you must notify us immediately so we can lodge a 'Disputed Delivery' claim with Australia Post.
    • Investigation: Australia Post will investigate the delivery point and may confirm that the item was left in an unsuitable place (e.g., highly visible or exposed).
    • Resolution: The outcome of the investigation will determine the resolution. If Australia Post acknowledges negligence (e.g., leaving a parcel in a public area despite Safe Drop conditions), we will follow their claim process and endeavour to provide a replacement or refund once we receive compensation from the carrier.
  • Liability Limit: While we will always assist with the investigation, please note that by consenting to ATL/Safe Drop, you accept the risk of loss after delivery. Our liability ends once delivery is confirmed by the carrier's system.

5. Wrong Address Provided by Customer

You are responsible for supplying the correct shipping address at the time of purchase. If you realise you've entered an incorrect address, please contact us immediately.

  • If the order hasn't been dispatched yet, we'll do our best to update the address.
  • However, if the order has already been shipped, we cannot be held responsible for delivery to the wrong address. In such cases:
    • Redelivery Costs: You will be responsible for any additional shipping charges incurred to redirect the package to the correct address. This may include the cost of returning the plants to our facility and reshipping them, provided the plants can handle extra transit times.
    • No Refunds: We do not offer refunds for orders delivered to an incorrect address provided by the customer. If the plants are lost or damaged due to an incorrect address, we are not liable for their replacement. Please see our Shipping Policy for more information on shipping responsibilities.

6. Change of Mind

Due to the perishable nature of plants, we do not offer exchanges or refunds for change of mind once the plants have been shipped. If you wish to cancel or edit your order before it has been dispatched, please contact us as soon as possible, and we will do our best to accommodate your request.

7. Exceptions and ACL Saving Clause

We are not responsible for:

  • Environmental Factors: Plants that fail to thrive due to environmental conditions or improper care after delivery.
  • Seasonal Variations: Minor differences in plant appearance from product images due to seasonal changes. These may not qualify for a refund or replacement.

Australian Consumer Law Saving Clause:

The benefits provided by this Refund Policy are in addition to other rights and remedies available to you under the law. Nothing in this policy excludes, restricts, or modifies any guarantees, warranties, or liabilities that apply by law, including your rights under the Australian Consumer Law (ACL), particularly in the event of a product having a major or minor failure.

8. Process for Refunds or Replacements

To request a refund or replacement, please follow these steps:

  1. Contact us within 24 hours of receiving your order using one of the methods listed in Section 2, providing relevant photos.
  2. Provide your order number, a clear description of the issue, and clear photos of the plants, packing slip, and packaging. Our AI assistant can guide you through this process via live chat.
  3. We will review your request and respond within 2 business days.
  4. If approved, refunds will be processed within 5-7 business days to your original payment method. Replacements will be shipped as soon as possible.

9. Privacy

Any personal information collected during the refund or replacement process, including details shared via live chat, will be handled in accordance with our Privacy Policy. We use this information solely for the purpose of processing your claim and improving our services.

10. Contact Us

If you have any questions or need further assistance regarding our Refund Policy, our customer service team is here to help!