Returns Policy

Refund & Returns Policy

Thank you for shopping at Plant Doctor Pty ltd! We want you to be completely satisfied with your purchase. This policy outlines our procedures for refunds and returns.

Eligibility for Refunds & Returns:

We accept returns and offer refunds for most items within 90 days of delivery, provided the following conditions are met:

• The item is in its original condition, unused, and in its original container such as bottle/jar/drum (not shipping packaging).
• Any tags, labels, and accessories are included.
• Proof of purchase (order confirmation or receipt) is provided.

Exceptions:

The following items are generally not eligible for refunds or returns (unless faulty or damaged upon arrival):

• Gift cards
• Products not branded or labelled as Plant Doctor
• Opened or used goods
• Product purchased through a reseller or another party, please return the product to them to request your refund/replacement
• Change of mind
• Misuse of the product

Damaged or Defective Items:

If you receive a damaged or defective item, please contact us immediately within 7 days of delivery at sales@plantdoctor.com.au or 1300 385 842. Provide us with your order number, a description of the damage or defect, and photos. We will arrange for a replacement or a full refund, depending on the situation. We will cover the return shipping costs for damaged or defective items. Please note that we will not be liable for lost or stolen goods once delivered. All orders are sent with an "authority to leave" unless otherwise stated. 

How to Initiate a Return:

1. Contact Us: Please make contact via one of the methods below within 7 days of receiving your order to request a return. Please provide your order number and the reason for the return.
2. Return Authorization: We will issue a Return Authorization (RA) email and provide you with return shipping instructions. Do not return the item without an RA response.
3. Packaging: Securely package the item in its original packaging, if possible, and include all tags, labels, and accessories.
4. Shipping: Ship the item back to us within 7 days of receiving the RA. You are responsible for the return shipping costs, except for damaged or defective items. We recommend using a trackable shipping method to ensure we receive the item.
5. Confirmation: Once we receive the returned item, we will inspect it and notify you of the status of your refund or replacement. Store credit is also available.

Refund Process:

Once your return is received and approved, we will process your request within 5 business days. Refunds will be credited back to your original payment method. Please note that it may take some time for your bank or credit card company to process the refund and post it to your account (usually within 5 business days).  

Exchanges:

All exchanges must be discussed with our team and are at our full discretion. Please contact a team member to discuss further.  

Shipping Costs:

• Returns (other than damaged/defective): You are responsible for the return shipping costs.
• Damaged/Defective items: We will cover the return shipping costs.
• Original Shipping: Original shipping costs are non-refundable, except for damaged or defective items.

Contact Us:

If you have any questions about our Refund & Returns Policy, please contact us on the below. If you feel that your return falls outside of our policy, we encourage you to contact us to discuss if your return can be accepted.

It’s our aim to keep our customers happy, and we work hard to resolve all issues!

Email: sales@plantdoctor.com.au

Or

Telephone: 1300 385 842 – option 1

Changes to this Policy:

We reserve the right to modify this Refund & Returns Policy at any time. Any changes will be posted on this page.

Effective Date: 19 February 2025