Refund policy
Returns & Warranty
Change of mind, faulty gear, warranty claims, and how we handle live plants — straight up, no runaround.
✅ Your Rights Come First
Our products come with guarantees that can't be excluded under the Australian Consumer Law. If something is faulty, not as described, or doesn't do what it should, you're entitled to a remedy — and nothing on this page limits those rights. The policy below sits on top of your ACL guarantees, including extra cover like change-of-mind returns that we offer as a courtesy.
01 Change-of-Mind Returns
Ordered the wrong thing, or changed your mind? No problem — you can return most items within 30 days of delivery, provided they're:
- Unused and unopened, in original condition
- In their original packaging, with all seals, tags and accessories
- Resaleable — not damaged, marked or missing parts
For change-of-mind returns, you cover the return postage, and we recommend a tracked service — we can't process a return we don't receive. Once it arrives and passes inspection, we'll issue store credit or a refund to your original payment method. No restocking fee applies.
💡 Note: change of mind isn't something we're required to offer under the law — it's a goodwill policy. Some items can't be returned for change of mind for health, safety or freshness reasons (see section 05).
02 Faulty or Not as Described
If an item is faulty, not as described, or fails to do what it's meant to, you're covered by the consumer guarantees — no time-limited "warranty window" cancels that.
- Major problem (it's unsafe, significantly different from described, or won't do the job): you choose a refund or replacement.
- Minor problem (something fixable): we'll repair it, or replace/refund where a repair isn't practical, within a reasonable time.
Get in touch with your order number and a clear description (photos or a short video help us sort it fast). We'll guide you through the next step and cover return postage on confirmed faulty items.
03 Damaged in Transit
Please check your order as soon as it lands. If it arrives damaged, contact us within 7 days with photos of the item and the packaging so we can lodge a carrier claim and get a replacement or refund moving. Hold onto the packaging until it's resolved — carriers often need to see it. (Full transit detail is in our Shipping & Delivery policy.)
04 Wrong Item Sent
If we picked or packed your order wrong, that's on us. Let us know within 7 days and we'll sort the correct item out and cover all postage both ways. No cost to you.
05 Items We Can't Accept for Change of Mind
For health, safety and freshness reasons, some products can't be returned for change of mind once they've left us or been opened. Your ACL rights for faulty goods still apply to everything. These include:
- Opened or used nutrients, additives and any liquid or powder consumables
- Opened growing media — coco, perlite, LECA/clay, substrate mixes
- Live plants and other living goods (see section 06)
- Opened hygiene or pest-control products
- Clearance, sample or made-to-order items (where marked)
- Gift cards and PM Rewards memberships
06 Live Plants & Living Goods
Plants are living things, and a little travel stress — a yellow leaf or two, minor wilting — is normal and bounces back with care. That's not a fault. But we want every plant to arrive alive and healthy, so we cover genuine arrival issues:
- Dead on arrival (DOA): if a plant arrives dead or in serious decline, send us clear photos within 48 hours of delivery — including the whole plant and any damage. We'll arrange a replacement or refund.
- Unpack promptly: open your plant the day it arrives and give it light and water. Claims can't be assessed if a plant sits boxed for days.
Because plants are perishable and can't be resold once shipped, they aren't eligible for change-of-mind returns. Heat, delays or "leave in a safe place" instructions are outside our control once the parcel is with the carrier, so we strongly recommend Signature on Delivery for live plants.
07 Equipment Warranty
Equipment — grow lights, fans, pumps, meters, controllers and systems — is covered by the manufacturer's warranty (in addition to your ACL guarantees). Warranty length varies by brand and product; check the listing or ask us before you buy if it matters to you.
If something develops a fault within its warranty period, contact us with your order number and a description of the issue. We'll help assess it and coordinate a repair, replacement or refund as appropriate. Warranties generally don't cover misuse, accidental damage, wear and tear, or consumables (globes, filters, wicks and similar).
08 How to Start a Return or Claim
- Email hello@professormonstera.com.au with your order number and what's wrong (photos/video for damage, faults or DOA plants).
- We'll confirm whether it's a return, replacement, repair or refund, and send return instructions if needed.
- Pack the item securely (original packaging for change-of-mind) and send it to the address we provide. Use tracked postage.
- Once it arrives and is checked, we process your refund, credit or replacement.
📮 Returns address: [your return address] — please don't send anything back before contacting us, so we can log it correctly.
09 Refunds & Store Credit
Approved refunds are issued to your original payment method and typically clear within 3–5 business days once we've received and inspected the return (timing on your statement depends on your bank). Where you choose store credit, it's issued as an electronic gift card to use online anytime.
Refunds cover the price of the product. Original shipping is non-refundable except where the item was faulty, damaged in transit, or sent in error.
Start a Return or Claim
Send your order number and a couple of photos — we'll sort it out quickly and fairly.
Contact Us →Professor Monstera · North Rothbury, Hunter Valley NSW · professormonstera.com.au