Warranty and Return

We pride ourselves in our product quality with strict quality control checks in place. To provide you with additional peace of mind, we also offer a comprehensive 7 Day Returns/Exchange guarantee for each order. When the following conditions are met, the customer can make requests via email within 7 days from the day they receive the goods.

For the customers who can come to the store, you can come to exchange for other products of equal value within one week after receiving the goods, not limited to quality issues or mis-shipment.

For the customers outside Melbourne, the sold items cannot be returned or exchanged in cases other than quality issues or mis-shipment.

Quality Issues:

If you find any item to be materially defective, the item can be returned to us in the same condition. Damaged goods due to client negligence will not be accepted for refund.

Mis-shipment:

We will exchange your product in cases where the purchased product does not match the item ordered. but perceived color differences due to your computer monitor will not be exchanged.

Please note:

All returned and exchanged items must be returned within 30 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items. 

Returnable Items

Items that can be returned/refunded or exchanged within 7 days of receiving must follow the criteria as below:

1. Faulty items damaged/broken or soiled upon arrival.

2. Items received in the incorrect color (limited to the artificial flowers)

Notes: All returns must be authorized by our Team via the Support Center. Returned items without a Return Merchandise Form (RMA) will not be accepted.

Returns Process & Time-Frame

Please carefully follow our returns process to minimize any delays: 

1. If your item is returnable (see above), please submit a ticket via email to:  service@artificialplantsrus.com.au, Please add these information in your email:

1-1. Order number

1-2. Product name

1-3. Reason for return

2. Our customer service team will respond to your request within 24 hours and provide you with a Return Merchandise Form (RMA) along with our return address.

3. Please return the item according to our instructions on the RMA form and send us return proof in the form of the tracking number and a valid return receipt.

4. Once we have received the returned item(s), we will email you and arrange an exchange or a refund within 3 days. 

Kindly allow between 3-6 business days for our after sales team to process your request. After this, please note the refund times below: 

For credit card refunds, please allow between 7-14 business days for the transaction to process. 

For PayPal refunds, please allow up to 48 hours for the transaction to appear in your account. 

For Wallet refunds (store credit), please allow 24 hours for your account to be updated.