Refund Policy

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We want you to be happy with your purchase. If for any reason you are not satisfied with your purchase and wish to return it, we will accept returns up to 14 days after delivery. However, you MUST notify us in writing via email within 24 hours of receiving your goods.  

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The item(s) MUST be in their original packaging, unused and in re-saleable condition.  Return shipping will be at your expense. In these cases, we will refund the value of the goods returned but will not will not refund the value of shipping paid.

 

Once returns are received and accepted (in re-saleable condition), refunds are then processed. We will notify you once this has been completed via email. Each situation will be addressed individually, but we will always try our best to work towards a satisfactory solution. 

Green Velvet will not take responsibility if incorrect delivery details are supplied. It is the customer's 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.

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If a parcel is unable to be delivered to you due to an error where you are at fault, e.g. incorrect delivery details provided to us or failure to collect your parcel at your local depot, we will not be liable for re-postage of your order.  

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If you wish to have the parcel re-delivered you will need to cover the cost of re-delivery to your address, alternatively you may request a credit note for the item/s value, less the delivery paid. We do not offer refunds or returns on parcels being returned to us under the nature of return to sender deliveries where the customer is liable for re-delivery. 

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

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Live Plants

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Green Velvet does 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, and packaged with great care.

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Green Velvet will not be held liable for any damage 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.

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Faulty Goods

Regarding faulty item claims, Green Velvet reserves the right to decide whether a product is faulty. If deemed faulty, Green Velvet 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.

We will endeavour to respond to the claim within 2 business days of receipt of the claim. Please allow 14 business days for the return of your product/ or refund to your account.

Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched.  

If an order has already been dispatched, please refer to our refund policy.

Items damaged in transit
 
We take the utmost care to wrap your parcel to prevent any damage in transit, however due to the fragile nature of our products, it can still sometimes occur. 

Any deliveries received damaged must be reported to Green Velvet within 24 hours of the receipt of your parcel.  

Due to strict insurance policies within our courier partners, we have a small window period to report any delivery issues.  
 
Please email us at hello@greenvelvet.com.au with the following information:

ONE SINGLE (if possible) CLEAR IMAGE (not a collage) that includes the following:

  - The damage/fault to your item(s)
  - The packaging (box, packing paper, bubble wrap, etc.)
  - The shipping label clearly showing your reference number (this does not have to be close up, so long as it can be zoomed in on and read)

The above MUST be all included on ONE picture. This is to ensure the integrity of the claim and so the damaged items can be matched to the description we load for your parcel.

We will also require the following:

  - Your order number and details
  - Additional close-up picture(s) of the damage/fault
  - A picture of the packaging to prove that the item was adequately wrapped/protected.

It is very important that we receive these images and information as soon as possible as we only have 7 business days to make this claim to ensure your reimbursement/replacement.

Once your email has been reviewed, we will contact you to discuss the outcome and solution moving forward for your claim.

Until advised please do not dispose of broken items or packaging as they may be required for further investigation.

If you have any further questions, please do not hesitate to contact us at hello@greenvelvet.com.au

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