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Vertical Gardens Direct Easy Returns & Refunds

Our goal here at Vertical Gardens Direct is for you to get the right product for your project. But if for any reason you’re not happy with your purchase we will take it back within 30 days from the date of purchase*.

We want you to shop for your products with the knowledge that our Easy Returns policy has got your back!

If you're not 100% completely satisfied with your purchase we will happily accept your return and provide you with a store credit or a full refund to the value of the product's purchase price.

Our 30-day Easy Return policy has no special catches and is extremely simple! All we ask is that you return the item back to us unused and in the original packaging, making sure that the product is in the same condition that you received it in, labels still intact. If items are returned to us outside of these conditions, Vertical Gardens Direct reserves the right to send the items back to you without issuing a refund.

If you want to exchange something on your order for something else then simply return what you don’t want and place a new order for what you require on our website

To request a refund or exchange, simply fill out the returns form within 30 days of placing your order and we will happily take it back.

You can choose between an exchange or a full refund of the product's purchase price made to your original payment method.

Exchanges are shipped and refunds are processed once the order items make it back to our warehouse.

If you choose an exchange and the new item is of lesser value we will refund the difference and if more expensive you'll be able to easily pay the difference online.

*To be eligible for Easy Returns, the item and its packaging must be in the original, brand new condition and unused. Easy Returns is not available with custom orders.

 

Exclusions & What You Need To Know

We will not accept partial returns of a singular product due to over-ordering. We ask that you take the time to measure your area accurately to avoid over-ordering of any product.

Custom made items or items made to order are not eligible for return.

We do not cover postage costs for returns and we do recommend our customers use registered post with insurance.

 

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.

If your item(s) do arrive damaged, please send photos to hello@verticalgardensdirect.com.au and we will process an insurance claim on your behalf. 

Alternatively, you can call us on 1300 832 527

We will replace any of our products that arrive damaged as quickly as possible.

 

Incorrect Delivery

Sometimes mistakes can happen. If we happen to send you incorrect products, we sincerely apologise in advance!

Please call us as soon as soon as possible on 1300 832 527 and we will arrange to collect the incorrect item and deliver to you the correct one.

This, of course, will occur at no cost to you.

 

Returns Outside 30-Day Returns Window

If you change your mind and wish to return your product outside of our 30-day returns window, you may return the product for a store credit (minus a 10% restocking fee and excluding any original shipping costs.)

All Items must be returned to us unused and in the original packaging, making sure that the product is in the same condition that you received it in, labels still intact. If items are returned to us outside of these conditions, Vertical Gardens Direct reserves the right to send the items back to you without issuing a store credit.

Store credit will be issued in the form of a discount code / voucher and will be valid for 6 months from the date of issue.

 

How to Return Your Item

  1. Do not return any items to the original address!

  2. Head to our Returns Center and fill out the form. Further instructions will be provided.

If you are returning an item outside of our 30-day Returns window for a store credit, please email support@verticalgardensdirect.com.au and further instructions will be given.

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