We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@pottedand.co. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@pottedand.co.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@pottedand.co.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@pottedand.co. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@pottedand.co.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@pottedand.co.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@pottedand.co. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@pottedand.co.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@pottedand.co.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@pottedand.co. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@pottedand.co.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@pottedand.co.

At Potted & Co., we want every parcel to arrive looking as fresh and joyful as the day it left us. While we take great care with our plants and products, we know that sometimes things don't go to plan. This policy outlines how we handle returns, replacements, and refunds—with clarity, fairness, and a touch of our signature green-hearted charm.

Nothing in this policy affects your rights under the Australian Consumer Law.

 

🌱 Live Plants

Because plants are living, delicate products, we're unable to offer change-of-mind returns or refunds on any plant purchase.
However, if your plant arrives damaged, unwell, or not as described, we're here to help.

We will offer support if:

• Your plant arrived damaged or dead
• There is a significant quality issue upon arrival
• You received the wrong plant

What to do

Please email sales@pottedand.co within 24 hours of delivery with:

• Your order number
• Clear photos of the plant
• A brief explanation of the issue

This timeframe helps us accurately assess the plant's condition on arrival.

Our resolution process

For eligible plant claims, we offer solutions in the following order:

1️⃣ Replacement (if the plant is in stock)
2️⃣ Store credit (for the value of the plant)
3️⃣ Refund (only if replacement and credit are not suitable)

We do not accept returns on plants, as they cannot be safely shipped twice.

 

🔨 Pots, Tools & Accessories (Non-Living Products)

We accept change-of-mind returns on non-living items—including pots, tools, décor, and accessories—within 14 days of delivery, provided:

• The item is unused
• It is in its original, undamaged packaging
• All parts/components are included
• It is in resaleable condition

Return shipping costs are the customer's responsibility. Initial shipping fees are non-refundable.

Once your return is received

We will inspect the item and process your refund to the original payment method within 5–7 business days.

 

🔧 Faulty or Defective Non-Living Products

We stand by the quality of everything we sell. If a non-living item is faulty or not performing as expected:

• Cosmetic issues must be reported within 14 days
• Functional defects must be reported within 30 days

Please email sales@pottedand.co with photos and your order number so we can assess the issue.

If the product is confirmed faulty, we will offer:

• Replacement
• Store credit
• Refund (if the above are not suitable)

Faulty sale items are still covered under the Australian Consumer Law.

 

🛍️ Pre-Orders

Pre-order items are paid in full at checkout.

You may cancel a pre-order only if the item has not yet been allocated or shipped.

Once fulfilment begins, cancellations are no longer possible.
If your pre-order arrives damaged or faulty, it is covered under the same rules as standard orders.

 

📦 Lost, Delayed, or Missing Parcels

If your parcel is delayed, lost in transit, or marked “delivered” but not received:

• Contact us as soon as possible
• We will investigate directly with Australia Post
• We may offer a replacement or refund on a case-by-case basis, taking into account tracking data, timeframe, and available evidence

We aim to support you wherever possible, while working within postal investigation guidelines.

 

🚫 What's Not Covered

• Change of mind for live plants
• Damage caused by incorrect care, environmental conditions, or neglect
• Items damaged after delivery
• Incorrect address details were provided at checkout

 

📸 How to Make a Claim

Email sales@pottedand.co with:

• Your order number
• Clear photos showing the issue
• A brief description of what went wrong

Our team will get back to you within two business days with the next steps.

 

🤝 Our Promise

We're a small Australian business that cares deeply about quality, transparency, and keeping both your home and your plants thriving. If you're ever unsure about an item or need help with a return, reach out—we're always here to help nurture the good vibes.