Refund policy

Last updated: 24 July 2026

This policy explains returns, refunds and other remedies for purchases from Potting Mad.

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 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.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

Faulty, unsafe, damaged, incorrect or misdescribed products

Please contact us if a product is faulty, unsafe, damaged in transit, incorrectly supplied, significantly different from its description or otherwise does not meet a consumer guarantee.

There is no fixed short return period for claims under the Australian Consumer Law. Contacting us promptly can make the issue easier to assess, especially for living, fresh or transit-damaged products.

When contacting us, please provide your order number and a description of the issue. Photographs of the product and packaging may help us assess transit damage or product condition, but requesting photographs does not remove your legal rights.

Available remedies

The appropriate remedy depends on the circumstances and whether the problem is major or minor.

• For a major failure, you may be entitled to choose a refund or replacement.
• For a minor failure, we may choose to repair the product, replace it or provide another remedy within a reasonable time.
• You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.

We may ask you to return the product or make it available for inspection where this is reasonable.

Return costs for faulty or incorrect products

Where a product must be returned because it is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, Potting Mad will cover reasonable return costs where required by law.

Please contact us before returning an item so we can provide instructions. Do not send products to our address without prior arrangement.

Change-of-mind returns

In addition to your legal rights, we may accept a change-of-mind return for eligible non-perishable, non-custom products if:

• you contact us within 14 days of receiving or collecting the product
• the product is unused, unopened where applicable and in resalable condition
• you provide proof of purchase
• the return is approved before it is sent or delivered back to us

For an approved change-of-mind return, the customer is responsible for return delivery costs and the risk of loss or damage in return transit. Original delivery charges are not refundable for a change-of-mind return unless required by law.

No restocking fee applies.

Products not eligible for change-of-mind returns

Because of their nature, the following products are generally not eligible for change-of-mind returns:

• living plants, fresh Pet Super Greens and other perishable products
• opened pet food, treats, seeds or growing materials where hygiene, freshness or contamination may be affected
• custom-made, personalised or individually painted products once production has begun
• products that have been used, planted, altered, damaged or not cared for appropriately after delivery or pickup

These exclusions apply only to change-of-mind returns. They do not limit rights relating to faulty, unsafe, damaged, incorrect or misdescribed products.

Natural and handmade variations

Reasonable variations in timber grain, knots, colour, reclaimed materials, hand-painted details, foliage, growth, shape and appearance are normal for natural, living and handmade products and are not necessarily faults.

Order cancellations

Contact us as soon as possible if you wish to cancel an order. We will try to assist, but an order may not be cancellable once preparation, growing, customisation or dispatch has begun.

If we cancel an order because a product is unavailable or cannot be supplied, we will refund the amount paid for the cancelled item or order.

Refund processing

Approved refunds are issued to the original payment method unless another method is agreed or required. We will process the refund promptly, but banks and payment providers may take additional time to display the funds.

How to request a return or remedy

Email: sharni@pottingmad.com.au
Phone: 0415 701 788

Please include your order number, contact details and a description of the issue.