Refund policy

It is our goal to ensure that your plants arrive to you in the best condition possible, and we take all care to pack your plants to minimise any stress or potential damage. But life is not perfect and sometimes things can go wrong. It must also be acknowledged that plants are not the same as other tangible items. They live and breathe. They also can get stressed, especially when being moved around in transit.

As a result, we will only consider a refund or exchange under very limited circumstances.

If you are not happy when your plants arrive, please send an email to rarerootsofjoy@gmail.com within 24 hours of receiving your order.

• You must provide as much detail as possible regarding your problem or concern.
• You must include pictures, ideally multiple.

We will review and advise the best solution for you. We will likely provide advice for you and your plant. You must follow all our advice and instructions. Failure to do so will see you forfeit any right to a refund.

If our advice fails and/or the situation cannot be rectified another way, you will need to return the plant to us. We will provide a Return Address. You will cover the cos of any return postage fees.

Once the returned plant is received by us, we will approve a full refund of the original plant price (postage fees will not be refunded). Monies will be returned on the same payment method you used to in your order.  You should allow 7 days for your refund to be processed by us. Keep in mind that some payment methods will return funds faster than others and this is not within our control.

Failure to follow the steps in this process or failure to follow any directions we give you, will result in your refund request being denied.

Refunds are not available if you change your mind.  If you are unsure about anything, please reach out to us before you place an order. Our goal is to prevent any disappointment and we will gladly answer your questions to ensure you are certain about your purchase before you commit.

Refunds are not applicable if:

1. You cannot pick up your parcel from the Post Office within 24 hours of it's arrival.

2. Your delivered parcel is left out in the elements and, as a result, it sustains heat damage, cold damage or is severely dehydrated.  

3. There is minor blemishes or small amounts of mechanical damage on the leaves or stem.

4. You fail to follow all instructions given by us when claiming a refund.

If you have any questions regarding this policy please email rarerootsofjoy@gmail.com.