Refund Policy

Please contact us at hello@hoyastoreaustralia.com.au before returning any items and for any other concerns.

Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law (if you are a consumer) and other relevant laws.

If you are a consumer under the Australian Consumer Law:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period for which a remedy may be available can vary from product to product, depending on factors such as the nature of the product and the price.

Returns

If you feel that the plant you have received is insufficient in some way when compared with the plant profile's picture, please contact us within 7 days to organise a return / refund. After 7 days no refunds will be considered.

Plenty of care advice can be found in the printed Care Notes sent with first time orders, and on our Store's blog. Please read this information carefully, as plants which decline / die after seven days in a customer's care cannot be refunded. If you have any questions about care that you feel have not been answered by these resources, please contact us and we will be happy to help.

Returned items must be in the same condition that you received them and must also be in their original packaging.

Gift cards cannot be returned.

Refunds

Once your return is received and inspected, you will be notified by email. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

We do not offer 'change of mind' refunds.

Our refund policy does not extend to auction items.

Replacements

We always replace items if there is available stock. When there is no available replacement, a refund will be issued.

Shipping

If you are returning an item to us, email a screenshot of the express post tracking number and receipt to hello@hoyastoreaustralia.com.au. Once we receive the item/s, we will issue a refund which will cover the return shipping costs.