Refund policy

If something’s not right with your order, we’ll make it right.

1. Change of Mind

We get it, sometimes things don’t turn out how you imagined. That said, because of the nature of our products (plants and plant-related items), we don’t offer refunds or accept returns for change of mind.

We encourage you to take a moment to review the product details and sizing before purchase and if you're unsure, send us a message! We're always happy to help you choose the right support for your plants.

2. Damaged Goods

We pack each item with love and care, but sometimes transit can be tough.

If your item arrives with damage, please let us know within 7 days of receiving your delivery. We'll review the situation and offer a solution; this may include a store credit, or refund.

If the box looks like it's had a rough trip through the postal system, we recommend also reporting the damage to Australia Post and starting a claim. We’re happy to assist if you need help with this process.

To help us help you faster:

  • 📸 Take photos of the box as it arrived (including any external damage).

  • 📸 Take photos of the items inside the box as you first saw them.

  • 📸 Take close-up photos of the specific damage on the item or plant.

These images are essential for us to assess the issue and respond with a resolution that’s fair and fast.

3. Faulty or Incorrect Items

Oops! If you’ve received something faulty or it’s not what you ordered, please contact us within 7 days of delivery. Include:

  • Your order number.

  • A short note explaining the issue.

  • Clear photos if applicable.

We’ll fix it with a refund or credit, whatever makes sense for the situation.

4. How Refunds or Returns Work

  • Refunds are issued to the original payment method.

  • If a return is approved, items must be sent back in their original condition and packaging.

  • We’ll provide a return address and instructions, please do not return items without contacting us first.

  • Shipping costs are non-refundable unless the item was faulty or incorrect.

5. When We Can’t Offer a Refund

To keep things clear and fair, we won’t offer refunds or replacements if:

  • More than 14 days have passed since delivery and no issue was reported.

  • The product was damaged due to mishandling after arrival.

  • The product has been used, repotted, or modified.

  • You changed your mind but the item is not faulty.


6. Need a Hand? 🌿

We’re all ears (and leaves).
If something’s gone wrong or you’re unsure about anything, reach out to us at upleaft.au@gmail.com. We’ll do our best to resolve it with care and speed, just like we treat our plants.