Returns & Refund Policy - Sequoia Valley Farms
Our Promise:
At Sequoia Valley Farms, we are dedicated to delivering healthy, high-quality plants and products. We understand that issues can sometimes arise, and this policy is in place to assist you through that process. Please note that our policy differs for perishable goods (like live plants and trees) and non-perishable goods.
Live Plants & Christmas Trees (Perishable Goods):
Due to the living, perishable nature of our plants and Christmas trees, we have a specific policy for these items.
Change of Mind:
Please choose your plants and trees carefully. We cannot offer returns, exchanges, or refunds for change of mind, as these living items cannot be restocked or resold. We provide detailed descriptions, photos, and size guides to help you make the perfect choice before making a purchase.
Damaged, Incorrect, or Unhealthy Items:
We guarantee your plant or tree will be delivered to you in a healthy and fresh condition. If your order arrives significantly damaged, in poor condition, or is not the item you ordered, please get in touch with us immediately.
Notification Window:
You must notify us within 48 hours of receiving your delivery. After this period, we cannot be responsible for the health of the plant as it depends on the receiving environment and proper care (e.g., watering).
How to Make a Claim:
To begin a claim, please email us at sales@sequoiavalleyfarms.com.au with: Your full name and order number. A clear description of the issue. Clear photos of the entire plant and any specific areas of damage or concern. This is required for us to assess your claim.
Resolution:
Once we review your claim, we will work with you on a resolution. At our discretion, this may be a replacement (subject to availability) or a full refund.
Non-Perishable Goods (e.g., Pots, Decorations, Tools, Christmas Tree stands)
For our non-perishable products, we offer a 14-day return policy for change of mind.
Return Window:
You have 14 days from the date of delivery to request a return.
Conditions:
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
How to Start a Return:
Please email us at sales@sequoiavalleyfarms.com.au with your name and order number to request a return authorisation.
Return Shipping:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Refunds:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.