Refund policy

Last updated: September 10, 2026

Your Satisfaction Matters

At John & Norma's Succulents, we take great care in growing, selecting and packing healthy, high-quality plants. As succulents are living products, some natural variation and minor changes during transit can occur. However, we always aim for your order to arrive healthy and in good condition.

If something isn't right with your order, please contact us. We will assess each situation fairly and work with you towards an appropriate and practical resolution.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, you may be entitled to choose a replacement or refund and may also be entitled to compensation for any other reasonably foreseeable loss or damage.

If a product has a problem that is not major, you may still be entitled to an appropriate remedy under the Australian Consumer Law.

Nothing in this Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded. If there is any inconsistency or omission in this Policy, your rights under the Australian Consumer Law will continue to apply.

Change of Mind

We do not offer refunds or exchanges simply because you change your mind, find the same product cheaper elsewhere, decide you no longer want the product or no longer have a use for it.

This does not affect your rights under the Australian Consumer Law where a product is faulty, damaged, unsafe, significantly different from its description or otherwise fails to meet an applicable consumer guarantee.

Plants & Natural Variation

Succulents are living plants and natural variation is to be expected. Individual plants may vary in size, shape, colour and form, and seasonal conditions can significantly affect their appearance.

Plants may also show minor marks or imperfections associated with natural growth. Bare-rooted plants can appear slightly dehydrated following transit and will generally recover after being replanted and watered appropriately.

These normal characteristics are not, by themselves, considered faults. However, if you believe a plant has arrived in an unacceptable condition or differs materially from what was advertised, please contact us and we will assess the matter fairly.

Leaf Drop & Fragile Plants

Some leaf drop during handling and transit is normal with succulents. Certain varieties naturally shed lower leaves more readily than others, and seasonal conditions and hydration levels can affect how firmly leaves remain attached.

We take care to dispatch plants in good health. Where appropriate, plants may be sent slightly dry so their leaves are more flexible and less susceptible to breakage during transport.

The loss of a small number of lower leaves will generally not affect the health or continued growth of the plant. Healthy fallen leaves from many succulent varieties may also be suitable for propagation.

If the centre or crown of a plant is damaged, there is significant breakage, or the overall health or appearance of the plant has been materially affected, please contact us with photographs so that we can assist.

Damaged, Faulty or Incorrect Orders

If an item arrives damaged, faulty or is not what you ordered, please contact us as soon as reasonably possible. For live plants, we encourage you to contact us ideally within 24 hours of delivery, as this makes it much easier for us to assess the condition of the plant at the time it arrived.

Please include clear photographs of the affected plant or product and, where relevant, the packaging. Photographs help us assess what has occurred and can assist with any enquiry we may need to make with Australia Post.

The request to contact us promptly or provide photographs does not limit any rights you may have under the Australian Consumer Law.

If we have sent an incorrect item, please contact us and we will arrange an appropriate solution at our cost.

How We Resolve Problems

Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include a replacement, refund or another solution agreed between us.

In some situations, and where you are happy to do so, other practical options may include a partial refund, store credit, an additional plant, or combining a replacement with a future order. These alternatives are optional and do not replace any remedy to which you are entitled under the Australian Consumer Law.

Because we sell live plants, in most cases we will not require a damaged plant to be returned. If a return is necessary, we will discuss this with you before you send anything back.

Shipping & Live Plants

We take considerable care when selecting, preparing and packaging plants for transport. Once a parcel enters the postal network, delays, weather conditions and handling during transit can sometimes affect delivery.

If your parcel is delayed, lost or arrives damaged, please contact us. We will do our best to investigate the issue with Australia Post and work with you towards a fair and practical resolution.

Nothing in this section limits or excludes any rights or remedies you may have under the Australian Consumer Law.

Returns & Return Shipping

Please contact us before returning any product so that we can assess the issue and determine the most appropriate course of action.

We may ask you to provide proof of purchase and reasonable information such as photographs to assist us in assessing your claim. Proof of purchase may include your order confirmation, receipt or other reasonable evidence of purchase.

If a product is required to be returned and is eligible for a remedy under the Australian Consumer Law, we will meet or reimburse reasonable return costs where required by law.

Refunds & Replacements

Approved refunds will normally be processed back to the original payment method used for your purchase unless another arrangement is agreed.

Where a replacement is appropriate, we will endeavour to provide the same product where available. As plants are living products and stock changes continuously, an identical replacement may not always be available. If this occurs, we will contact you to discuss suitable alternatives.

Response Time

We aim to review and respond to refund, replacement and return enquiries within 2–3 business days after receiving the information reasonably required to assess the matter.

Some matters may take longer where further information or investigation with Australia Post is required.

Contact Us

If you have any concerns regarding an order, return, refund or replacement, please contact:

John & Norma's Succulents
Email: support@jnsucculents.com.au
You can also visit our Contact Page.

We will always endeavour to work with you towards a fair and practical resolution.