Returns/Exchanges

RETURNS

Uprooted strives to ensure you are a satisfied customer. We want you to be excited about your purchase. If something isn’t quite right please contact us.

On the rare chance that your plant is damaged in the delivery process please email us at hello@uprooted.com.au with photos within 24 hours of delivery. Once we receive your email and photo’s we can determine the best solution.

If your plant looks like it has wilted during transit, we recommend giving it some water right away - this should help it to recover and settle in.

Please note Uprooted will not be held liable for any damage (or deteriorating conditions) caused to your plant if it spends a prolonged period awaiting collection from a collection point. It is the customers responsibility to either make sure someone is home to accept delivery, request authority to leave, or pick up your delivery from the collection point as soon as possible. Although we take great care in packaging our plants, the less time they spend packaged, the better. Please see below for post options.

Uprooted will not take responsibility if incorrect delivery details are supplied. It is the customers responsibility to make sure the correct contact and delivery details are supplied. If you need to change your delivery details please contact us as soon as possible and we will do our best to change them before delivery. 

For any returns, return postage is paid by the buyer [you].Please allow up to 14 days from receipt of returned products for refunds to be made.

Should you wish to cancel, return or exchange a product that was originally purchased through Afterpay, we will refund the total order amount minus the Afterpay merchant fee of 10%.

We want you to love your new plant as much as we do - if for some reason you don't please contact us as soon as possible at hello@uprooted.com.au and we will do our very best to make it right!

Can I return my plant if I have changed my mind?

No, we don't accept change of mind returns for live plants.

Does my live plant have a warranty?

We do not offer any warranty or health guarantees on live plants. We cannot warrant plant health once they leave our care, as they are shipped in the best health and condition possible. If we do not hear from you within 24 hours of delivery we will assume they arrived safe and well and cannot be held responsible for their health once they are the care of their new owner.

If you have any concerns with your new plant, please contact us as soon as possible and we will do our best to help you out - hello@uprooted.com.au

What is my item is faulty/unhealthy?

Uprooted reserves the right to decide whether a product is faulty/unhealthy. If deemed faulty/unhealthy Uprooted will ship a replacement item at no cost to you.

We will replace the item, subject to stock availability. If preferred a full refund can be provided.

Please allow 7 business days for the return of your product/ or refund to your account. We will endeavor to respond to the claim within 48 hours of the goods arriving at Uprooted HQ, and exchanges are usually sent out the same day we receive the returned goods.

What about gifts with Purchase items?

Warranties, refunds and exchanges are not available on gifts with purchased items or/and promotional products. 

However if you have received a gift or promotional item alongside another product, and choose to return the purchased product for a full refund or gift voucher, the gift with purchase item must also be returned to us. This item must also meet the same criteria for the purchased goods, in that it must have all packaging and labels intact and in its original unused condition.

If when returning your purchased product the gift is not enclosed, Uprooted reserve the right to deduct the retail value of the gift with purchase from the refundable account. You the purchaser will incur the cost of returning the gift item in this instance.

Sale and End of Line Items.

Please note that refunds and exchanges are not offered on our sale or end of line items unless the item is faulty.  Please choose carefully.

We want you to be happy with your purchased products, and our great customer service and your satisfaction is very important to us.