Refund policy

Returns & Claims Policy

We want you to love your new plant as much as we do. However, if your plant arrives damaged, please contact us at hello@uprooted.com.au within 24 hours of delivery so we can assess your eligibility for a return or replacement.

How to Submit a Claim

  • Claims must be made via email—we do not accept claims through social media.

  • You must provide clear photos of:

    • The plant in question.

    • All packaging (including the box and any protective materials).

  • You must also include the following details to help us assess the condition of the plant:

    • Has the plant been re-potted since delivery?

    • Is the soil wet or dry?

    • Have you watered the plant since receiving it?

    • A brief description of where the plant is located (e.g., indoors, outdoors, in direct sun).

Important Conditions

  • Claims submitted outside of the 24-hour period will not be accepted. If we do not hear from you within this timeframe, we will assume the plant has arrived in acceptable condition.

  • We aim to respond to all claims within 48 hours.


Missing Items from Delivery

If you believe an item is missing from your order, you must contact us at hello@uprooted.com.au within 24 hours of delivery. Unfortunately, we cannot accept claims via social media.

How to Submit a Claim

To assist with our investigation, please provide:

  • Photos of all received items

  • Photos of all packaging components (including the box and protective materials)

  • A photo of the packing slip

  • A description of the missing item

Important Conditions

  • Claims submitted outside the 24-hour window or without the required photos will not be accepted.

  • If we do not hear from you within 24 hours of delivery, we will assume your order has arrived in full and in acceptable condition.

  • We aim to respond to all claims within 48 hours.

Damaged or Faulty Products

If we determine that your product was damaged during delivery or received in an unhealthy or faulty condition, we will offer a replacement or refund (excluding delivery costs). Replacements are subject to stock availability.

Important Conditions

  • Refunds will not be provided unless the item has been returned to us, where required.

  • Uprooted is not responsible for plant health if care instructions (provided with the plant and on our website) are not followed. A plant will not be considered faulty or unhealthy if improper care has contributed to its condition.

  • We do not offer any warranties or health guarantees on plants.

  • Uprooted reserves the right, at its sole discretion, to determine whether a product is faulty or unhealthy.

Shipping & Minor Imperfections

  • While we take every precaution to protect plants during shipping, Uprooted is not liable for minor imperfections or breakages that may occur in transit.

  • Refunds may take up to 10 business days to be processed via your original payment method.

Change of Mind

We do not accept change of mind returns for live plants.

If you purchase an item other than a live plant and change your mind, please email hello@uprooted.com.au.

Important Conditions

  • To be eligible for a refund, the product must be in its original, unused condition, with all packaging and labels intact.

  • You are responsible for all return shipping costs to Uprooted.

  • A 10% restocking fee will apply to all returns. This fee will be deducted from the refundable amount, based on the value of your order.

  • Refunds will not be processed until the item has been returned to us, where applicable.

  • Once your return is received and processed, you will receive an email notification.


Quarantine State Shipping [WA - NT - TAS]
 By placing an order for plants to be shipped to quarantine states (WA, NT & TAS), you accept full responsibility for all risks involved, including any damage caused by compulsory quarantine treatments. These treatments involve the use of multiple chemicals, including foliar sprays and soil drenches, which may result in cosmetic damage such as burning and other superficial issues. You indemnify us against any liability for such damages.

Shipping to quarantine states takes significantly longer than standard deliveries. Parcels are held by biosecurity officers for inspection and are only released once approved. This process can add an additional week (or more) to delivery time. During inspection, parcels are opened, unpacked, and repacked by biosecurity officers, which can cause stress, dehydration, and physical damage to plants.

Due to extended transit times, handling, and mandatory treatments, we do not offer any health guarantees on plants shipped to quarantine states. The shipping and inspection process is entirely outside of our control and carries inherent risks. By placing an order, you acknowledge and accept these risks and agree that we are not liable for any decline in plant health, damage, or loss.

Important Conditions
Orders will be inspected by biosecurity officers in the destination state prior to delivery. As part of this process, plants will be unpacked and repacked by biosecurity officers. This may result in damage, and we accept no liability for any damage caused during inspection.

Shipping to Remote Locations in Australia
 We strongly discourage customers in remote areas of Australia from ordering plants. While all orders are sent via Express Post, portions of the journey to remote locations are often completed via road transport rather than air, which can significantly increase transit times and risk to plant health. These delays are unpredictable and entirely outside of our control.

If you choose to proceed with an order to a remote location, you acknowledge that the order is placed entirely at your own risk. No refunds, replacements, or health guarantees will be provided for plants shipped to remote areas under any circumstances.


Incorrect Address & Returned to Sender

Our systems will validate the postcode and suburb of your shipping address; however, they will not validate the street name, street number, or apartment number.

It is the customer's responsibility to ensure the correct address is entered at the time of purchase. We send both confirmation emails after purchase and shipping confirmation emails, which include your shipping address for verification. If you notice an error in your shipping address, please contact us immediately at hello@uprooted.com.au, and we will make every effort to update it prior to shipping.

Once your order has been shipped, we are unable to change the shipping address. In this case, you will need to reach out to Australia Post to redirect the parcel. If a delivery attempt is made and the address is incorrect or incomplete, Australia Post will return the parcel to us. In such instances, the following terms will apply:

Returned Parcels:

  • The original postage label cannot be reused, and Australia Post charges us a $14.95 return fee.

  • Options for Returned Parcels:

    • We can ship a new parcel to you. If the parcel contains plants, we will send fresh plants from our nursery. Please note that individually numbered or selected plants will need to be shipped again once they arrive back with us. Customers will be required to pay the original postage amount again, plus the $14.95 return fee.

    • Alternatively, we can refund your order minus the original postage fee, the $9.95 return fee, and a 10% restocking fee.

If you wish to redirect your parcel, please follow the instructions provided in the tracking link in your shipping confirmation email, or download the Australia Post app and enter the redirection details. If a delivery attempt has already been made, it is no longer possible to redirect the parcel, and it will be returned to us.


Sale, End of Line, and Gift with Purchase Items

We do not offer refunds or replacements for sale or end-of-line items, except in the case of a faulty item. In the event of a fault, we will follow our standard refund or replacement procedures.

We do not offer warranties, refunds, replacements, or exchanges for gifts with purchase or promotional products.

If you purchase an item and receive a gift with purchase or promotional item, and later choose to return the purchased item for a refund or gift voucher, you must also return the gift with purchase or promotional item in the same condition as the returned item.

If the gift with purchase or promotional item is not returned, we reserve the right to deduct the retail value of the gift or promotional item from the refundable amount.

Handling of Chemically Treated Plants

Plants treated for shipment to quarantine states are considered potentially hazardous due to the application of pesticides, including bifenthrin. Exposure to bifenthrin can cause adverse effects such as skin irritation, respiratory issues, and other health concerns.

Mandatory Safety Precautions

  • Personal Protective Equipment (PPE): It is mandatory to wear appropriate PPE, including long-sleeved shirts, long pants, chemical-resistant gloves, socks, and shoes when handling these plants, especially during unpacking.

  • Handling Procedures: Exercise all due care to minimize direct contact with the plants. Avoid inhaling any dust or residues. Do not touch your face, especially eyes, nose, or mouth, during handling.

  • Post-Handling Hygiene: After handling, thoroughly wash hands and exposed skin with soap and water. Remove contaminated clothing and wash before reuse.

Safety Warnings

  • Keep Away from Children and Pets: These plants are not safe for handling by children or pets. Ensure that children and pets do not come into contact with the plants or any residues.

  • Environmental Precautions: Avoid contaminating water sources by preventing runoff or spillage during handling. Dispose of any waste material in accordance with local regulations.

Liability Disclaimer

By handling these plants, you assume full responsibility for any risks associated with exposure to pesticides. You indemnify and hold harmless the supplier against any claims, damages, or liabilities arising from improper handling or failure to adhere to safety guidelines.

Emergency Procedures

In case of accidental exposure:

  • Skin Contact: Remove contaminated clothing and rinse the affected area with plenty of water for 15 to 20 minutes. Seek medical attention if irritation persists.

  • Inhalation: Move to an area with fresh air immediately. If breathing difficulties continue, seek medical attention.

  • Ingestion: Do not induce vomiting. Seek emergency medical assistance promptly.

Regulatory Compliance

Ensure compliance with all local, state, and federal regulations regarding the handling and disposal of pesticide-treated plants. For comprehensive information on bifenthrin and its safety measures, refer to the National Pesticide Information Center.

CONSUMER GUARANTEES

All of our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Policy is not intended to replace, limit or exclude any rights available to you under the Australian Consumer Law.

This Policy is to be read in conjunction with our Terms + Conditions and applies to all purchases made through our website.