Refund policy
30-Day Returns
We want you to be happy with your purchase. You may request a return within 30 days of receiving your order.
To be eligible for a change-of-mind return, the item must be unused, in its original condition and, where applicable, in its original packaging. Proof of purchase will also be required.
To request a return, please contact us at support@sunlightsanctuarygardens.com before sending any item back. If your return is accepted, we will provide instructions explaining where and how to return your item.
Please do not return products to the sender's address or any address shown on the parcel unless we specifically instruct you to do so. Our products may be fulfilled from different locations, and the correct return address can vary by product.
Items returned without first contacting us may not be accepted.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, faulty, defective, or you receive the wrong item, contact us as soon as possible so we can assess the issue and provide an appropriate solution.
We may ask you to provide photographs or other information to help us assess the problem.
Where an item fails to meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy as provided by law. Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.
Change-of-Mind Returns
Approved change-of-mind returns must generally be unused and in their original condition and packaging.
Unless otherwise agreed by us, customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges, where applicable, are generally non-refundable for change-of-mind returns.
Exceptions / Non-Returnable Items
Certain products may not be eligible for change-of-mind returns, including perishable goods such as live plants or flowers, personalised or custom-made products, gift cards and other products where a return would not be appropriate for hygiene, safety or similar reasons.
These exclusions do not affect your rights where a product is faulty, damaged, incorrectly described or otherwise covered by the Australian Consumer Law.
Exchanges
If you would like a different product, please contact us first. Where appropriate, the simplest option may be to return the original item and place a new order once the return has been approved.
Refunds
Once an eligible return has been received, or where applicable the issue has otherwise been assessed, we will notify you of the outcome.
Approved refunds will generally be issued to the original payment method. Please allow up to 10 business days after a refund has been processed for your bank or payment provider to make the funds available.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact us.
Cancellations
You may request to cancel an order within 15 minutes of placing it.
After this period, we will still try to accommodate cancellation requests where possible, but we cannot guarantee cancellation once an order has entered processing or has been dispatched.
If an order has already been dispatched, you may need to follow the applicable returns process after receiving the item.
This cancellation policy does not limit any rights or remedies available to you under the Australian Consumer Law.
Contact Us
For return or refund enquiries, contact:
Sunlight Sanctuary Gardens
Email: support@sunlightsanctuarygardens.com