Shipping, Return and Refund Policy

Shipping, Return and Refund Policy

Last updated: Saturday 11 November, 2020

Thank you for shopping at The Plant Stuff Website operated by The Plant Stuff Shop.

If, for any reason, You are not completely satisfied with a purchase we invite you to review our policy on refunds and returns. 

The following terms are applicable for any products that you purchased from us.

Interpretation and Definitions


The words of which the initial letter is capitalised have meanings defined under the following conditions.

The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.


For the purposes of this Return and Refund Policy:

  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
  • Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to The Plant Stuff Shop, 19-25 Rangiwai Road, Titirangi, Auckland 0604, New Zealand
  • Service refers to the Website.
  • Website refers to The Plant Stuff Website, accessible from
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.

Shipping of Order(s)

Orders of goods that are in stock are usually prepared and ready for shipment within 3-5 business days of your order being placed.

You will be advised of the expected arrival and subsequent ready to ship date of goods on back-order.

Goods are warehoused in a number of locations meaning that should your order comprise of different items, they may not be shipped together in the same box. Your packing list will clearly show if this is the case.

Delivery Times

Our delivery partners quote a standard delivery time of 4-7 business days with an additional 2-3 days for rural locations.

International orders are subject to airline itineraries and customs clearance. We usually ask you to allow at least 7-14 working days for international deliveries for this reason.

Once orders are shipped, you will be emailed confirmation that will also contain your tracking number.

Delivery Costs

Delivery costs are calculated during the check out process once you have entered your deliver address but before you commit and place your order.


We are still experiencing some delays with all orders to Australia, the USA and UK & Europe based orders which are totally out of our control.

There are still some Australian orders which are still showing as being at a regional sorting office. Now that lockdown restrictions have been lifted, we do expect this situation to improve. 

These delays are twofold. We have experienced delays in receiving stock either by sea-freight or airfreight due to capacity and offloading and customs clearance delays.

When we have physically shipped orders, we are also experiencing delays due to backlogs, staffing and health & safety measures our delivery partners need to work to. Please be patient and kind.

If you need your order within 5-7 working days of placing your order, then please do not place your order with us as we simply cannot guarantee delivery within this time

International orders are taking longer due to their being less capacity due to fewer airlines flying. For this reason, we may need to ship goods on a slower service due to increased costs. Again, we ask for your patience and understanding.


Your Order Cancellation Rights

You are entitled to cancel your order within 14 days without giving any reason for doing so.

The deadline for cancelling an order is 14 days from the date on which you received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

  • By email: [email protected]
  • By visiting this page on our website:

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased or were received in the last 14 days
  • The Goods are in the original packaging
  • The Goods have not been used

The following Goods cannot be returned:

  • The supply of Goods made to Your specifications or clearly personalised.
  • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods to the following address:

19-25 Rangiwai Road
Auckland 0604
New Zealand

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.


If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Contact us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By email: [email protected]
  • By visiting this page on our website: