Last updated: [11/06/2026]

At Sequoia Valley Farms, we are dedicated to delivering healthy, high-quality plants and products. We know issues can occasionally arise, and this policy explains how we will help. Because live plants behave differently to other goods, our policy differs for perishable and non-perishable items.

This policy applies in addition to your rights under the Australian Consumer Law, which we do not exclude.

Live plants & Christmas trees (perishable goods)

Change of mind

Please choose your plants and trees carefully. Because these are living items that cannot be restocked or resold, we are not able to offer returns, exchanges or refunds for change of mind. We provide detailed descriptions, photos and size guides to help you choose with confidence. This does not affect your rights under the Australian Consumer Law if an item is faulty.

Damaged, incorrect or unhealthy on arrival

We guarantee your plant or tree will leave us in healthy, fresh condition and packed to travel. If your order arrives significantly damaged, in poor condition, or is not what you ordered, please contact us straight away.

Please notify us within 48 hours of delivery, with clear photos. After this window, the health of a living plant depends on its environment and care — such as watering and positioning — so we are not able to take responsibility for it. This does not affect your rights under the Australian Consumer Law for a genuine fault.

How to make a claim

Email sales@sequoiavalleyfarms.com.au within 48 hours with your full name and order number, a clear description of the issue, and clear photos of the whole plant and any specific areas of concern. The photos let us assess the claim — in many cases we can resolve a faulty, incorrect or unhealthy plant from your photos without needing it returned.

Resolution and who pays

For a faulty, incorrect or unhealthy item, we cover the cost of any return we ask for, and we will work with you on a resolution — a replacement (subject to availability) or a refund. We aim to assess claims within 72 hours. Once a refund is approved, we process it to your original payment method promptly; how soon it appears depends on your payment provider, usually within a few business days.

Non-perishable goods (pots, tools, decorations, tree stands)

For non-perishable products, we offer a 14-day change-of-mind return.

  • Return window: you have 14 days from delivery to request a return.
  • Condition: the item must be unused, in the same condition you received it, and in its original packaging.
  • How to start: email us with your name and order number to request a return authorisation.
  • Return shipping (change of mind): you pay the return shipping, and it is non-refundable. The return must not breach any biosecurity movement rules — for example, controls for red imported fire ants in Queensland or tomato–potato psyllid in parts of Victoria — and where a return would breach those rules it cannot be accepted.
  • Refunds: once we receive and inspect the item, we will let you know if your refund is approved; if approved, it is credited to your original payment method, with the time to appear depending on your payment provider.

Interstate orders (WA, NT & Tasmania, and movement-restricted zones)

Plants travelling into Western Australia, the Northern Territory and Tasmania, or out of biosecurity movement-restricted zones, are subject to strict rules and generally cannot be returned once dispatched. If you have a genuine quality concern with one of these orders, please contact us within 48 hours with photos, and we will work with you on the best resolution — your Australian Consumer Law rights are unaffected.

Contact us

Sequoia Valley Farms (ABN 17 356 634 558)
Mittagong, Southern Highlands NSW
Email: sales@sequoiavalleyfarms.com.au
Phone: 0476 404 940