REFUNDS AND RETURNS POLICY

Returns
Urban Lush is not required by law to issue a return or refund for change of mind purchases. Our policy for damaged or faulty products lasts 2 days. If 48 hours have gone by since delivery of your order, unfortunately we cannot offer you a refund or exchange. 

To be eligible for a return of any plants, you must send us photographic evidence of the damaged or dead plant. Any other non-living item must be unused and in the same condition that you received it. It must also be in the original packaging. 
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. It is at the discretion of Urban Lush to approve or deny any claims for return or refund of any product.

There are certain situations where refunds are not granted: 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any plant that has been incorrectly cared for due to negligence or ignorance of its care
- Any item that is returned more than 2 days after delivery (see section ‘Refunds’)

As we are dealing with live plants, no two plants are the same and the images, information and details on our website are intended as a general guide only. The plants received will vary from that of the product images on our website due to their live nature. Whilst we endeavour to provide accurate and up-to-date information, we cannot be responsible for any complaints pertaining to number of flowers, leaves, branches, exact heights and widths of live plants or any colour variation between a screen and the living plant. If you have any issues regarding the delivery and receival of your plants, please email us at team@urbanlush.com.au to achieve a solution.

Refunds
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 7 days.

Late or missing refunds
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 team@urbanlush.com.au

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or replaced.

Exchanges 
We only replace items if they are defective, dead or damaged. If you need to exchange it for the same item, send us an email at team@urbanlush.com.au.

Shipping
To return your product, you should contact us at team@urbanlush.com.au.

You will be responsible for paying for pick-up costs for returning your item even if discounted shipping costs were provided at the time of purchase. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.