Refund policy

Return & Refund Policy

Thank you for shopping with The Variegate. Because our gift boxes contain living plants and curated surprise items, our policy differs from standard retail stores. Please read the terms below carefully before making a purchase.

Cancellations

You may cancel your order for a full refund at any time before your package has been shipped. Once an order has been dispatched, it can no longer be canceled.

Returns & Change of Mind

  • No Change of Mind Returns: Due to the living nature of our plants and the randomized selection of our gift boxes, we do not accept returns or refunds for a change of mind or personal style preference. Specific styles, varieties, or items within the gift box are never guaranteed.

  • No Item Returns: We do not require physical returns of plants or opened gift boxes.

Refunds & Replacements

  • Refunds Only (No Replacements): Due to limited stock and the unique nature of our inventory, we do not offer replacements. All valid claims will be handled via full or partial refund.

  • Refund Processing: Approved refunds will be automatically issued to your original payment method within 10 business days. Please note that your bank or credit card company may require additional time to process and post the transaction.

Damages & Dead on Arrival (DOA)

Please inspect your order immediately upon arrival. If your package arrives severely damaged or a plant is dead on arrival, please follow the claim process below:

  • Partial Refunds: For partial damage or an individual damaged item, a partial refund will be calculated based on that specific item’s Recommended Retail Price (RRP), capped up to a maximum total of $100. As a small business, we cannot offer full box refunds for minor or localized damage.

  • Full Refunds: A complete refund will only be issued if the order arrives completely destroyed, unviable, or unusable due to exceptional transit issues.

How to Submit a Claim (Video Proof Required)

To file a refund claim for damaged or dead goods, contact us at info@thevariegate.com.au within 48 hours of package delivery.

  • Video Proof Required: Due to current AI generation capabilities, we strictly do not accept photos as proof of damage.

  • Submission Guidelines: You must provide a short, continuous video showing the damaged product/plant. The video must include sufficient camera movement, angles, and panning over the item to verify its condition in real time.

If more than 15 business days have passed since your refund was approved and you have not received your funds, please reach out to us at info@thevariegate.com.au.