Refund policy

REFUND POLICY

If you are dissatisfied with a product you have purchased, you are welcome to request a refund. We make no guarantees that your refund request will be requested, and ask that you provide all relevant information via admin@outbackorchids.com.au, including:
  • Your name and email address
  • Your order number and the item/s purchased
  • The reason for your refund request
  • Photos of the product
 
Refund requests for Live Black Orchids will be approved or denied at our sole discretion. 
 
Refunds or exchanges for physical products will also be approved or denied at our sole discretion, however, may be accepted for items that are returned within 30 days of purchase in their original condition. We are unable to provide refunds or exchanges where the incorrect product has been purchased, so please ensure that when you place your order, you have made a careful selection when it comes to Candle scents/sizes, Black Orchid form or size, and Outback Orchid Feeder sizes/type. 

There are certain situations where only partial refunds are granted (if applicable).

 

RETURNS POLICY

When you receive your order, please thoroughly inspect all products as we cannot accept returns more than 30 days after the date of purchase. 
 
Please initiate your return request as promptly as possible once you have received your item. In order to initiate a return, 
  • Send us an email/enquiry to admin@outbackorchids.com.au
  • Pack and seal the item/s in their original packaging and post the parcel back to us at the address we provide via registered post (as we cannot be responsible for parcels lost or damaged in transit)
  • For faulty or damaged products, we will organise your refund or replacement within 14 days of receiving your return. Please note that timeframes for replacement items are subject to stock availability.
 
The sale of any discounted products is final unless the item is proven to be damaged or faulty.
To complete your return, we require all the delegated tags and paperwork that came with the product.

DAMAGED OR FAULTY PRODUCTS

We take care to pack your products carefully so that they won't get damaged in transit. If, for whatever reason, they arrive damaged or faulty, we ask that you let us know within 7 days of receiving them in the mail.
 
We will arrange for the damaged or faulty product to be returned to us and you can let us know whether you would like us to either send a replacement to you or provide you with a refund.
 
We will refund postage costs required to return faulty or damaged items.
 
CHANGE OF MIND


Due to our remote location and the difficulty in posting live plants around Australia, we do not accept 'change of mind' requests. 

 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at admin@outbackorchids.com.au.


Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.


Shipping
To return your product, you should mail your product to; Outback Orchids, PMB 59, Cairns, QLD, 4870

If you request a refund/exchange, and it is approved, you may be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We may choose to organise pick-up through our delegated delivery services.