Refund policy

Live plants and arrival concerns

Live plants can show temporary changes after packing and transit, such as mild drooping or minor cosmetic marks. Please unpack your order promptly and allow the plant to acclimate.

LP Live Arrival Guarantee

To make a claim under LP’s voluntary Live Arrival Guarantee, email luxplantsmelb@gmail.com as soon as reasonably possible with your order number, clear photos of the plant and packaging, and a continuous video that shows the unopened parcel, the box being opened, and the plant as it is removed. Keep the packaging until we have responded. Claims under this voluntary guarantee require the video evidence described above so we can assess the plant’s condition on arrival.

LP social video discount

For each qualifying unboxing video, LP will send one unique, single-use 30% discount code by direct message after verifying the posts. One video may be submitted per order. To qualify, post the video on Instagram or Facebook and tag LP’s official account. Also post the video in the Trending plants Buy & Sell Australia Facebook group: https://www.facebook.com/share/g/1CGpSvWUC2/?mibextid=wwXIfr. Send LP a direct message with a screenshot showing the group post. If LP cannot view the group post, the screenshot will be used to verify it.

Each qualifying video must be posted at least 5 days after the previous qualifying video. Each code can be used once only, cannot be combined with another discount code or offer, applies to a subsequent purchase with a product subtotal over A$100, and is not valid for mother plants. Posting videos publicly is optional and is not required to make a Live Arrival Guarantee claim.

Please hide your name, address and other personal details from the parcel label before posting or sending a screenshot.

Australian Consumer Law

The video process above applies to LP’s voluntary Live Arrival Guarantee. It does not remove or limit any rights or remedies you may have under the Australian Consumer Law or other applicable law. If you have a concern about a product, contact us even if you cannot provide a video. We may assess the product and the issue before providing a remedy. The remedy available depends on the issue and applicable law and may include repair, replacement or refund.

Change of mind

Please contact us promptly if you wish to change or cancel an order. Once an order has been dispatched, change-of-mind cancellations may not be possible because the order contains live plants. This does not affect your rights where a product fails to meet a consumer guarantee.

Contact

For help with an order, email luxplantsmelb@gmail.com and include your order number.