Shipping & Returns
SHIPPINIG & DELIIVERY
Event Plant Hire:
Live Décor will hand-deliver, install and collect plants and containers for a one off fee or we wipe this fee above certain spend thresholds.
We send plants in custom made boxes to your business or home via courier. We use a non-signature service so couriers must be able to safely gain access to somewhere on your address to leave plants.
Transflora or Opzeeland Shipping options:
Only Wholesale & Trade accounts may select these shipping options. Wholesale or trade account holders must have their own Transflora or Opzeeland account to charge to and complete any necessary dialogue with these providers. Non-wholesale & trade accounts or other users selecting these options will be required to pay shipping in a bank deposit
Monday Auckland Delivery:
Live Décor delivers to Auckland wholesale & trade accounts each Monday. Orders must be received by Noon on Friday to be considered and allocated to space within our vehicles. Priority is given to early orders so, where possible, place your order as early as you can to secure a space.
Biological products such as Plants: Due to the fragile nature of plants and the ability for a recipient to propagate from a sample, seed, tissue or other plant part, we do not offer returns or refunds on plants once purchased unless significant damage occurs in transit. eg serious trunk or meristem damage, crushing or other damage to permanently alter the form or survival rate of the plant. Plants are packaged securely so to avoid damage but if damage occurs in transit, we require proof of purchase and photographic evidence so we may lodge a claim with them or our insurer. We may request a plant be returned to us with original packaging before a refund can be issued.
Non-biological physical products: Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned such as:
* Gift cards
* Downloadable software products or digital content product or periodical
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
-Incomplete product subscriptions that have surpassed the minimum period
-Partial usage of a digital product or periodical
Change of mind:
With suitable notice and lead time during working hours and at the discretion and approval of Live Décor, we may accept a change of mind only prior to picking and packing the products.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com with photographic evidence and we can provide return shipping details.
To return your product, you should email firstname.lastname@example.org with details of your claim and we can supply an address to send to.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless shipping is the cause of the issue.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.