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 delivery*.
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 receiving 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 or made-to-order items.
Exclusions & What You Need To Know
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.
If you are unable to organise the return of the product(s), you may opt to have us organise the return with one of our couriers for you. All incurred courier fees and additional fees for this service will apply. These fees can be deducted from the refundable amount.
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 firstname.lastname@example.org 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.
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.
In the event that you wish to cancel your order before it is shipped out to you, please get in contact with us ASAP and we will do our best to cancel the order prior to it being despatched. Any order cancellation requests made after an order has already been despatched will not be accepted. You may return the product back to us under our 30 Day Easy Returns Policy once it has arrived to obtain a full refund.
Return to Sender
In the event that your order is attempted delivery without success (if nobody is home) or you refuse to accept delivery of your item(s), and you do not collect the item(s) from the local depot within the stated timeframe, these item(s) will be returned to sender.
If the item(s) are returned to sender and you decide to have your order redelivered to you, you will be required to pay any excess redelivery charges incurred.
If the item(s) are returned to sender and you decide to cancel your order, any incurred return delivery charges will be deducted from the total amount to be refunded.
How to Return Your Item
Do not return any items to the original address!
- 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 email@example.com and further instructions will be given.