Refunds and Returns Policy

Last updated: June 2026

Thank you for shopping with The Hibiscus Collective. We take great care in growing, selecting, packing, and sending our hibiscus plants so they arrive as healthy and safely as possible.

Because we sell live plants, our refunds and returns process is slightly different from standard retail products. Please read this policy before placing an order.

This policy does not limit your rights under Australian Consumer Law.

1. Australian Consumer Law

Our products come with guarantees that cannot be excluded under Australian Consumer Law. If a product has a major problem, you may be entitled to a refund or replacement. If a product has a minor problem, we may choose to provide a replacement, refund, or other suitable remedy.

We will always work with you in good faith if there is a genuine issue with your order.

2. Live plant policy

Hibiscus plants are living products. They may naturally vary in size, shape, leaf colour, flower stage, and appearance.

The plant you receive may not be in flower at the time of delivery. Flowers and buds can also drop during shipping due to movement, temperature changes, or transit stress. This does not usually mean the plant is unhealthy.

Minor cosmetic damage, such as a bent leaf, small leaf tear, minor yellowing, soil movement, or temporary wilting after shipping, may occur and is not usually considered a fault.

3. Damaged or unhealthy plants on arrival

Please inspect your plant as soon as it arrives.

If your plant arrives significantly damaged, unhealthy, or in poor condition, please contact us within 24 hours of delivery at:

Email: hello@hibiscus.com.au

Please include:

• your order number;
• your full name;
• a clear description of the issue;
• clear photos of the plant;
• photos of the packaging.

We may ask for additional photos or information so we can assess the issue properly.

If we determine that your plant was damaged in transit or arrived in an unacceptable condition, we may offer a replacement, refund, or another suitable solution depending on the circumstances and plant availability.

4. Plants affected after delivery

Once a plant has been delivered, its ongoing health depends on care, watering, light, temperature, weather, pests, soil conditions, and the environment it is placed in.

We cannot offer refunds or replacements for plants that decline due to:

• incorrect watering;
• lack of water after delivery;
• overwatering;
• unsuitable light conditions;
• heat, cold, frost, wind, or weather exposure after delivery;
• pests or disease introduced after delivery;
• repotting stress;
• fertiliser misuse;
• damage caused by pets, children, wildlife, or accidents;
• failure to follow care instructions;
• delays in opening the package after delivery.

Please unpack your plant promptly and follow the care guidance provided.

5. Change of mind returns

Because live plants are perishable and can be affected by transport and handling, we do not accept returns or provide refunds for change of mind.

This includes if you:

• ordered the wrong plant;
• changed your mind after ordering;
• no longer want the plant;
• expected a different size, shape, or flower stage where the product description was accurate;
• did not read the product description before purchasing.

Please choose carefully before placing your order.

6. Order cancellations

If you need to cancel an order, please contact us as soon as possible at:

Email: hello@hibiscus.com.au

We may be able to cancel and refund your order if it has not yet been packed, booked for shipping, or dispatched.

Once an order has been packed, booked with a courier, or shipped, we may not be able to cancel it.

7. Incorrect item received

If you receive the wrong plant or an incorrect item, please contact us within 24 hours of delivery with your order number and clear photos.

If we confirm that we sent the wrong item, we will offer a suitable solution, which may include a replacement, refund, or another agreed remedy.

8. Shipping delays

We pack plants carefully and do our best to ship at suitable times. However, delivery times may be affected by courier delays, weather, public holidays, biosecurity checks, or events outside our control.

If a shipping delay causes a genuine issue with the condition of your plant on arrival, please contact us within 24 hours of delivery with photos so we can assess the situation.

We are not responsible for delays caused by incorrect delivery details, missed deliveries, failure to collect from a pickup location, or lack of access to the delivery address.

9. Incorrect delivery details

Please make sure your shipping details are correct before placing your order.

We are not responsible for orders sent to an incorrect address provided by the customer. If your order has not yet been shipped, contact us as soon as possible and we will do our best to update the address.

10. Biosecurity and plant movement restrictions

Plant shipping may be restricted to certain states, territories, or regions due to biosecurity, quarantine, or plant movement rules.

If we are unable to ship to your location, we may need to cancel and refund your order.

Customers are responsible for ensuring that the plants they purchase can be legally received in their state, territory, or region, unless we have clearly stated shipping availability at checkout.

11. Returns of live plants

In most cases, we do not require live plants to be returned, as return shipping can cause additional stress or damage to the plant.

If a return is required, we will provide instructions. Please do not send plants back without contacting us first.

Unauthorised returns may not be accepted or refunded.

12. Refund processing

If a refund is approved, it will usually be processed back to the original payment method.

Please allow time for your bank, card provider, or payment platform to process the refund after we have issued it.

Shipping costs may not be refundable unless required by law or unless the issue was caused by our error.

13. Sale items and discounted plants

Sale items, discounted plants, imperfect plants, clearance plants, or plants sold as seconds are sold with any clearly described imperfections.

We do not offer refunds for issues that were clearly disclosed before purchase.

This does not limit your rights under Australian Consumer Law if the product has a problem that was not disclosed or does not meet consumer guarantees.

14. How to contact us

For refunds, returns, damaged plants, or order issues, please contact:

The Hibiscus Collective
Email: hello@hibiscus.com.au
Website: www.hibiscus.com.au

Please include your order number and photos where relevant so we can help as quickly as possible.