We carefully select and pack our products so you receive the goods described in your order. If something is wrong, please contact info@allrareherbs.com.au with your order number and a brief explanation so we can assess it and help.
Your rights under the Australian Consumer Law apply independently of our additional plant guarantee and any change-of-mind policy. The end of our 14-day guarantee does not end your rights under the law.
Where goods have a major failure, you may choose a refund or a replacement of the same type and similar value if reasonably available or keep the goods and seek compensation for the reduction in value. For a minor failure that we can remedy, we will provide an appropriate remedy within a reasonable time. Further rights apply if we do not. We do not require store credit instead of a refund to which you are legally entitled.
We assess the affected products and any related loss individually. Problems caused by care, handling or events after delivery do not automatically indicate a defect in the goods. We will consider the product description, condition at delivery, growing requirements and available evidence.
Our 14-day arrival guarantee applies to live plants bought directly from All Rare Herbs for delivery to the nominated receiving address. If your plant arrives dead, damaged, or deteriorated beyond minor transit stress, contact us within 14 calendar days after delivery. The delivery date is day zero. Please report concerns as soon as possible; you do not need to wait for the plant to die.
We will assess the arrival concern promptly. If we accept a claim, we provide a free replacement of the same product, including delivery, if suitable stock is available. If it is unavailable, we refund the affected plant. You do not need to place another order to receive an accepted replacement. Once we accept photographs as sufficient evidence, we will not require you to return the affected plant under this additional guarantee unless a safety or biosecurity issue requires a different approach, which we will explain and arrange at our expense.
This additional guarantee concerns arrival condition. It does not promise establishment, future growth, flowering, fruiting or survival under every growing condition. Normal dormancy, seasonal leaf loss, natural variation and minor transport blemishes do not by themselves mean a plant is unhealthy. We still assess whether the supplied plant matches its description and is of acceptable quality.
If you collect from a post office or have it delivered to a customer-appointed concierge, contact us promptly if there is a problem. We consider delivery attempts, collection timing and the plant’s condition. A tracking scan at a post office alone does not automatically determine your legal rights. With a separately booked concierge, our arrival assessment concerns delivery to that receiver; original product defects remain subject to applicable legal rights.
Please provide clear photographs where possible: the whole plant, the affected area, and the damaged packaging. If you cannot provide photos, please let us know so we can discuss other reasonable evidence. Please retain the goods and packaging while we assess the concern, unless it is unsafe to do so; if so, contact us before discarding them. Original packaging is not a condition of statutory rights.
This additional guarantee does not replace any rights you have under the Australian Consumer Law, including any right to choose a refund for a major failure.
Seeds, corms, rhizomes, root sets, dried herbs, tools, books and plant care products remain subject to applicable consumer guarantees. Please contact us if an item is incorrect, damaged, unsafe, defective or materially different from its description. See Seeds and Germination for information about sowing and quality concerns. Seeds are not excluded from statutory remedies.
We do not accept change-of-mind returns of live plants, seeds, corms, rhizomes, root sets, dried herbs or powders. This does not affect remedies for defective, incorrect or misdescribed goods.
For unused books and tools, and unopened nonperishable plant care products, contact us within 14 calendar days after delivery to arrange a change-of-mind return. Goods must be complete and in resaleable condition, with original packaging where supplied. Once we authorise the return, send it within seven calendar days or contact us to agree another date. You pay change-of-mind return postage; original delivery charges are not refunded under this voluntary policy. We refund the product price after checking the return. Do not send live material back without instructions.
If we confirm a problem covered by consumer guarantees, we reimburse reasonable return expenses you have paid. Where legally required because return would involve high cost or difficulty, we arrange collection at our expense. We will explain whether return is needed and how to send the item lawfully. We assess original delivery expenses and any reasonably foreseeable loss according to the circumstances and the law; we do not apply a blanket postage exclusion.
We normally issue refunds to the original payment method unless we agree otherwise. We issue an approved refund promptly and tell you when it has been processed; your payment provider may take additional time to show it.
Please email info@allrareherbs.com.au. We aim to acknowledge enquiries within two business days and explain the next step. If the assessment takes longer, we will keep you updated. Please clearly identify urgent arrival problems in the subject line.
