Return Policy

At Sellerdesirable, we want you to be completely satisfied with your purchase. This Return Policy outlines the procedures and conditions for returning products purchased from our website. Please read this policy carefully before making a purchase.

1. Our Return Guarantee

We stand behind the quality of our products and offer returns for most items within 30 days of delivery. If you are not satisfied with your purchase, we will work with you to find a solution that meets your needs.

Your satisfaction is important to us, and we aim to make the return process as straightforward as possible while maintaining fair policies for all customers.

2. Eligibility for Returns

To be eligible for a return, items must meet the following criteria:

2.1 General Requirements

• Returns must be initiated within 30 days of receiving your order
• Items must be unused, undamaged, and in original condition
• Products must be in original packaging with all tags and labels attached
• Proof of purchase (order confirmation or receipt) is required
• Items must not show signs of wear, use, or damage caused by the customer

2.2 Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

• Live plants and perishable goods
• Seeds and bulbs that have been opened
• Soil, fertilisers, and growing media (opened)
• Custom or personalised items
• Items marked as final sale or clearance
• Gift cards and vouchers
• Items showing signs of use or improper handling

3. Live Plants and Perishable Items

Due to their nature, live plants and perishable items require special consideration:

• We take great care in packaging live plants for transit
• Minor transit stress may occur but plants typically recover within days
• If plants arrive severely damaged or unhealthy, contact us within 48 hours
• Photographs of damaged plants are required for assessment
• We may offer replacement or store credit for damaged live goods
• Plant health after delivery depends on customer care and environmental conditions

4. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately:

• Report damage within 48 hours of delivery
• Provide photographs showing the damage or defect
• Keep all original packaging until the matter is resolved
• We will arrange for return shipping at no cost to you
• You may choose a replacement, exchange, or full refund

5. How to Initiate a Return

Follow these steps to return an item:

Step 1: Contact Us

Reach out to our customer service team via email or phone to request a return authorisation. Provide your order number and reason for return.

Step 2: Receive Return Instructions

Once approved, you will receive a Return Merchandise Authorisation (RMA) number and detailed instructions for returning your item.

Step 3: Pack Your Item

Carefully pack the item in its original packaging or suitable alternative. Include the RMA number on or inside the package.

Step 4: Ship the Item

Send the package to the address provided in your return instructions. We recommend using a tracked shipping service and retaining proof of posting.

Step 5: Receive Your Refund

Once we receive and inspect your return, we will process your refund or exchange within 5-7 business days.

6. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for return:

• Damaged or Defective Items: We will cover return shipping costs
• Incorrect Items Shipped: We will cover return shipping costs
• Change of Mind: Customer is responsible for return shipping costs
• Incorrect Size or Colour Ordered: Customer is responsible for return shipping costs

We recommend using a trackable shipping service. We are not responsible for items lost in return transit.

7. Refund Processing

Once your return is received and inspected, we will notify you about the status of your refund:

• Approved refunds will be processed within 5-7 business days
• Refunds will be credited to the original payment method
• Bank processing times may vary (typically 3-10 business days)
• Original shipping costs are non-refundable unless we are at fault
• A restocking fee of up to 15% may apply to some returns

8. Exchanges

If you wish to exchange an item for a different product, size, or colour:

• Contact us to check availability of the desired item
• Return the original item following our standard return process
• The new item will be shipped once we receive your return
• Price differences will be charged or refunded accordingly
• Exchange requests are subject to product availability

9. Cancellations

Order cancellation policies:

• Orders may be cancelled within 24 hours of placement for a full refund
• Once an order has shipped, it cannot be cancelled
• Shipped orders must follow the standard return process
• Custom or made-to-order items cannot be cancelled once production begins

10. Warranty Information

Select products may come with manufacturer warranties:

• Warranty terms vary by product and manufacturer
• Warranty claims should be directed to us in the first instance
• We will assist with warranty claims where applicable
• Warranty does not cover damage from misuse or normal wear

11. Consumer Rights

This Return Policy operates in addition to your rights under Australian Consumer Law. Nothing in this policy is intended to limit or exclude any rights you may have under the Australian Consumer Law, including guarantees relating to the quality, fitness for purpose, and other conditions and warranties implied by law.

12. Contact Us

If you have any questions about returns or need assistance, please contact us:

• Address: 43-45 Vore Street, Silverwater NSW 2128, Australia
• Phone: +61 2 9748 3311
• Email: reachus@sellerdesirable.world

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM (AEST), and Saturdays 9:00 AM to 1:00 PM.