Refund Policy
Refund Policy
John & Norma’s Succulents
Last updated: April 15, 2026
Your Satisfaction Matters
At John & Norma’s Succulents, we take great care in growing, selecting, and packing healthy, high-quality succulents. As living plants, natural variation and minor changes during transit can occur — however, we always aim for your order to arrive in excellent condition.
If something isn’t right, please reach out — we’re always happy to help.
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.
If a product does not meet acceptable quality standards but is not a major failure, you may be entitled to a replacement or refund.
Where there is any inconsistency between this policy and the Australian Consumer Law, the Australian Consumer Law will apply.
Change of Mind
We do not offer refunds for change of mind.
Please choose carefully, as plant size, colour, and form may vary naturally between individual plants.
Plants & Natural Variations
Succulents are living plants, and as such:
- Each plant is unique in shape, size, and colour
- Seasonal changes may affect appearance
- Plants may show minor marks or imperfections typical of natural growth
- Bare-rooted plants may appear slightly dehydrated after transit but will recover once replanted
These are normal characteristics and are not considered faults.
Leaf Drop & Fragile Plants
Some leaf drop during transit is normal and expected with succulents.
- Many varieties naturally shed lower leaves, especially after handling or shipping
- Some plants are more delicate and may drop leaves more easily
- Seasonal conditions and hydration levels can affect how firmly leaves are attached
- Healthy fallen leaves can often be propagated into new plants
We take care to send plants in good health. Where possible, plants may be sent slightly dry so leaves are more flexible and less likely to break during transit — however, this is not always possible.
Loss of a few lower leaves does not affect plant health or overall appearance and is not considered damage.
If the centre (crown) of the plant is damaged, or there is significant breakage affecting the plant, please contact us with photos so we can assist.
Damaged or Incorrect Orders
If your order arrives damaged or incorrect:
- Please contact us within 24 hours of delivery
- Include clear photos of the plant(s) and packaging
We will review your case and, where appropriate, offer a replacement, partial refund, store credit, or additional plant.
In most cases, returns are not required due to the nature of live plants.
Where possible, we may combine replacements with a future order to reduce unnecessary shipping, but if this is not suitable, we are happy to arrange a separate shipment.
Our aim is always to reach a fair and practical outcome for both you and us.
Shipping & Live Plants
While we take great care in packaging, we cannot control shipping conditions once your order leaves us.
We are not responsible for:
- Postal delays
- Extreme weather during transit
- Missed deliveries or parcels left unattended
That said, if something goes wrong, please still reach out — we will always do our best to assist.
Refunds
Approved refunds will be processed back to your original payment method.
We aim to review and respond to all enquiries within 2–3 business days.
Contact Us
If you have any concerns with your order, please contact us:
John & Norma’s Succulents
Email: support@jnsucculents.com.au