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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 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% 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 is extremely simple! All we ask is that you return the item back to us unused, uninstalled and in the original packaging, making sure that the product is in the same condition that you received it in, labels still intact. 

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 and are inspected.

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. Some products are excluded from Easy Returns and we advise ordering a sample to confirm the product is right for you.

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.

Items must be unused to be eligible for Easy Returns. If items are returned to us and deemed to be outside of these conditions, Vertical Gardens Direct reserves the right to send the items back to you without issuing a refund, or charge a restocking fee that will be dependant on the product and quantity ordered.

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.

The following product ranges are excluded from easy returns:


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 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.


Order Cancellation

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

  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.

Please email if you have any questions.

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