Terms of service
Last updated: September 10, 2026
Terms of Service
These Terms of Service apply to your use of the John & Norma's Succulents website at jnsucculents.com.au and to purchases made through our online store.
By accessing or using this Website, or by placing an order with us, you agree to these Terms of Service. If you do not agree to these terms, please do not use the Website or place an order.
Purchases may be made through a customer account or as a guest. Customers are responsible for keeping any account login details secure.
Customers must be at least 18 years of age to place an order. We currently deliver to eligible residential and business addresses within Victoria, New South Wales, Australian Capital Territory, Queensland and South Australia.
Refund Policy
Purchases are also subject to our Refund Policy, which forms part of these Terms of Service. Please also read our Refund Policy before placing your order.
Nothing in these Terms of Service or our Refund 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.
Product Availability & Pricing
Plant Colour & Natural Variation
Our plants are living products and naturally change throughout the seasons and under different growing conditions. While we endeavour to keep our product images current and may show plants at different times of year, colour, size and form can vary naturally between individual plants and over time.
We carefully select plants for each order but cannot guarantee that the plant you receive will have exactly the same colouring, size or form as a plant shown in a product image unless the listing specifically states otherwise.
Offers & Promotions
Offers are available for the advertised duration of the promotion or while stocks last. Accessories, pots and other items used for styling or display in photographs are not included unless specifically stated in the product listing.
Pricing & Errors
We take reasonable care to ensure that product descriptions, prices and other information on the Website are accurate. However, errors or omissions may occasionally occur.
If we discover a significant pricing or product-information error affecting an order, we may contact you before processing the affected item and offer you the option of proceeding on the corrected basis or receiving a refund for that item.
All prices are in Australian dollars and include GST where applicable. Shipping charges are additional and are displayed during checkout.
We reserve the right to correct errors, inaccuracies or omissions and to update Website information where reasonably necessary.
Stock Availability & Substitutions
Our plants are living products and stock quality and availability can change. We endeavour to keep stock information current, but occasionally a plant ordered may become unavailable or may no longer meet our quality standards before dispatch.
If this occurs, we may contact you to discuss an appropriate replacement or refund. Where suitable, we may offer a larger plant, multiple smaller plants or another comparable option.
If you choose a replacement costing more than the original item, we may ask you to pay the difference before dispatch. If the replacement costs less, we will refund the difference. If we independently provide a higher-value substitute at no additional charge, we will absorb the difference.
Where no suitable substitute is available, we will refund the affected item.
Shipping
Shipping charges are calculated or displayed during checkout. All orders are shipped using Australia Post unless otherwise advised.
Once your order has been dispatched, you will receive tracking information where available. You can also track your parcel through the Australia Post Tracking Page.
Delivery timeframes provided by Australia Post are estimates and may occasionally be affected by circumstances outside our control.
If no one is present when Australia Post attempts delivery, the handling of your parcel will be subject to Australia Post's current delivery procedures and the delivery preferences available for your address. This may include safe-drop delivery, redirection to a Post Office or collection point, or electronic collection or delivery instructions.
If your order 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 these Terms limits or excludes any rights or remedies you may have under the Australian Consumer Law.
For further information, please see our Shipping & Delivery Information.
Address Verification & Order Reprocessing
Customers are responsible for ensuring that the delivery address supplied at checkout is complete, accurate and recognised by Australia Post. If Australia Post is unable to verify an address, we may be unable to dispatch the order until the address has been corrected.
Orders containing live plants are generally prepared shortly before dispatch. This process can include selecting plants, removing them from their pots, bare-rooting, inspecting their quality, wrapping, packing and boxing them for shipment.
Once an order has been fully prepared for dispatch, live plants cannot remain boxed indefinitely without potentially affecting their health and quality. If an order must be cancelled, unpacked or substantially reprocessed after preparation, the plants may need to be unpacked, re-potted, cared for and later prepared again.
Any cancellation, refund or order requiring substantial reprocessing after it has been fully prepared for dispatch may incur an Order Reprocessing Fee of up to 25% of the order value. This fee reflects reasonable costs associated with selecting, bare-rooting, packing, unpacking, re-potting, caring for and reprocessing live plants and is not intended as a penalty.
We reserve the right to reduce or waive this fee where circumstances warrant. Nothing in this provision limits any rights or remedies available under the Australian Consumer Law.
If a parcel is returned to us by Australia Post because of an incorrect, incomplete or undeliverable address supplied by the customer, or because the parcel was not collected within Australia Post's required collection period, the customer may be responsible for:
- additional postage or freight charges required for re-dispatch;
- an applicable Order Reprocessing Fee where plants require unpacking, recovery or reprocessing before they can safely be re-dispatched; and
- other reasonable costs directly incurred in restoring the order to a healthy, saleable or shippable condition.
Where practical, we will endeavour to contact the customer and work towards a reasonable solution before cancelling an order or applying any applicable fee.
Payment
All prices are in Australian dollars and include GST where applicable. We accept the payment methods displayed at checkout, which may include Mastercard, Visa, PayPal and Afterpay.
Payment must be successfully authorised before an order can be processed for dispatch.
Conditions of Sale
Submitting an order and receiving an automated order confirmation does not necessarily mean that every item has passed final stock and quality checks.
If we encounter a problem fulfilling an order, including an item being unavailable or not meeting our quality standards, we will contact you as soon as reasonably possible and endeavour to resolve the matter satisfactorily.
Title to products remains with John & Norma's Succulents until payment has been received and the order has been processed for dispatch.
Website Use
You must not interfere with, attempt to interfere with, or gain unauthorised access to the Website, its systems, or any transaction being conducted through the Website.
Links from our Website to external websites are provided for convenience or information. We do not control third-party websites and are not responsible for their content, availability or privacy practices.
Privacy
Your personal information is handled in accordance with our Privacy Policy and applicable privacy laws. Please refer to our Privacy Policy for information about how we collect, use, store and protect personal information.
Copyright
Unless otherwise stated, the Website design, text, photographs, graphics and other original content on jnsucculents.com.au are owned by or licensed to John & Norma's Succulents and are protected by applicable copyright laws.
You may view, download or print reasonable portions of the Website for personal use or for the purpose of placing an order. You must not reproduce, distribute, modify, republish or commercially use our photographs, text or other protected content without prior permission.
Disclaimer & Limitation of Liability
Nothing in these Terms excludes, restricts or modifies any rights, guarantees or remedies available to you under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded.
Some of our products, including cacti, succulents, plants, potting mixes and related gardening products, may present inherent risks if handled or used without appropriate care. These can include sharp spines or thorns, plant material, and dust or particles associated with potting mixes and growing products.
Customers are responsible for taking reasonable care when opening parcels and handling, using or disposing of products and for following any warnings or instructions provided.
To the extent permitted by law, John & Norma's Succulents will not be liable for injury, loss or damage resulting from misuse, inappropriate handling, failure to follow warnings or instructions, or circumstances beyond our reasonable control.
This limitation does not apply where liability cannot lawfully be excluded or limited, including where loss, damage or injury results from a failure to comply with an applicable consumer guarantee under the Australian Consumer Law.
Changes to These Terms
We may update these Terms of Service from time to time to reflect changes to our business, Website, policies or applicable requirements. The current version will be published on this Website together with its last updated date.
Contact Us
If you have any questions about these Terms of Service, please contact:
John & Norma's Succulents
Email: support@jnsucculents.com.au
You can also visit our Contact Page.