Shipping & Returns
Shipping rates:
Standard shipping cost is charged at a flat rate of $11.
Shipment processing time & delivery estimates:
We aim to dispatch orders within 3-5 business days of your order being placed. Parcels are sent via Australia Post.
Once your parcel is dispatched your items usually arrive within 1 week, however this depends on your location. Dispatch and delivery times are estimates only and are subject to postal delays and reasons beyond our control. We can only provide information based on Australia Post's updates. Therefore, we are not liable for parcels that are missed or that arrive later than expected.
Please refer to Australia Post Christmas sending dates for further information: https://auspost.com.au/sending/christmas-sending-dates
Delivery issues and return to sender:
In the event of delivery issues and return to sender, the following policies apply:
Where the address was incorrectly entered, the customer will be offered a refund of the order value minus any return to sender fee and the true shipping fee.
Where the return to sender was at the fault of A Patch of Green, or Australia Post, a replacement will be sent in the next possible dispatch, at no cost to the customer.
In the event of a delivery issue, all attempts will be made to locate the parcel. In the event that the parcel is deemed as lost, a replacement will be sent as soon as possible, at no cost to the customer.
We do not accept responsibility for parcels where the receiver has requested item/s to be left in a safe place, left unattended or stolen.
While we endeavour to maintain fast delivery, we are not responsible for delays caused by Australia Post, extreme weather events, etc.
Damaged items:
We want every parcel to arrive in pristine condition, however, occasionally a parcel may be damaged in transit. In the event of damage, a free replacement of the damaged item will be offered to the customer, so long as proof of damage and order information is provided. A refund for the damaged item can also be arranged. For full refunds of non-damaged items, please refer to the return policy.
Quality Commitment
A Patch of Green is dedicated to providing high quality products and services and we take pride in our commitment to sustainability and responsibility. If you have received an item that is damaged or faulty, please email us within 3 days of receipt with clear photos and descriptions of the damage or fault, and we will arrange a replacement for you free of charge (excludes change of mind).
Returns:
We accept returns provided they are requested in writing within 3 days of orders being marked delivered. Please email us to notify us of your intended return and reason for return. Pending approval of your return request, the item/s must be received by us within 7 days of acceptance. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You will be responsible for paying for your own shipping costs for returning the items. Shipping costs are non-refundable, and in the case of free shipping you will be refunded less the true cost of shipping the product to you, which we have incurred. Exceptions apply if the product is defective or faulty when received.
In the event of a faulty item, evidence of damage, as well as the order number and name, must be emailed to us within 3 days of receipt of the item for an immediate replacement. If damage occurs outside of this timeframe, please email us as exceptions may apply.
If the parcel is left uncollected at the post office resulting in a return to sender, we reserve the right to refuse a refund or replacement as goods uncollected are the property of the buyer and will be considered a "change of mind".
Order Cancellation:
Once an order has been placed and payment has been processed, we do not accept order cancellations. Customers are encouraged to carefully review their order and contact us with any questions or concerns before placing an order. If an order has been placed and you wish to cancel it, please refer to our returns policy.
This is in accordance with the ACCC in the "repair, replace, refund, cancel" section of the consumer guarantee.