We understand that even with the utmost care taken, problems may occur on occasion. Please use these steps as a guide to help us diagnose your problem or facilitate a return, and we’ll work with you to come up with the best solution possible. Please check the product descriptions before ordering to make sure the product is suitable for your needs. We’ll do our best to provide you with accurate information to help you make your decision, however the choice is yours what you purchase and what you decide to do with your item. Check the order as soon as it arrives, or as soon as possible, preferably within 48 hours of receipt. If you notice a problem with your order, please prepare to provide us your full name, address, order number, photographic evidence and have a description of the problem ready to help us assist with your enquiry.   You can use the following methods of contact to raise your issue. Photographic evidence should be submitted via email so a representative can assess, diagnose and take steps to remedy the problem. Email: sales@sequoiavalleyfarms.com.au Web Form (via Contact Us, Customer Contact or About Us) Telephone: +61 476 404 940 If you do not make contact via phone, the website or email within 48 hours of receipt, we will not accept responsibility for any issues or delivery problems. Exceptions will be made if we send you the incorrect plant species, variety or cultivar where leaf and or flower blooms differ from what has been sold. Please do not instigate contact over social media platforms to raise your issue or return request. Any contact over social media accounts to remedy issues is strongly advised against, as we do not monitor these accounts regularly. We want to help remedy your situation as soon as possible, so please use the ascribed methods of contact. We strongly recommend taking postage insurance at time of checkout with Australia Post. If you choose to send your order to a PO Box, please note that problems with your order that are the direct result of failure to collect your order within a reasonable time frame will not be eligible for refund or replacement.  We strongly advise against using a PO Box where possible, due to the nature of our product. A residential or business address is highly recommended. If the following instances have occurred, we will issue a credit for the value of the items(s) affected, and or send you replacement items if in stock. If we determine that your plant arrived in poor condition on delivery, is dead, dying or unlikely to thrive. If you receive the incorrect plant species, variety or cultivar. This may include plants with leaves or flowers which differ from what has been sold. This clause does not cover individual plant variations which occur within a species, variety or cultivar, such as variations within the parameters specified on the product listing. The 48-hour window will not apply if the plant has not produced leaves or flowers within the delivery window, and contact can be made via the ascribed methods. The following instances will be assessed on a case-by-case situation. The plant does not look like the online image Each and every plant is a unique specimen with its own arrangement of leaves, stems and branches. Just like people, no two plants are exactly the same. Our stock pictures are taken onsite using our very own plants, so you’ll have a very good idea of what your plant will look like. Pictures are updated to reflect the types of plants in our stock range each time we receive or produce a new batch, so you’ll always have a current representation of what you are purchasing. Sizes and photos are a guide only. Refunds will not be issued where natural variations occur. The item is not suitable for your area, (i.e., climate, soil type etc.) We provide detailed information on our product pages that include environmental conditions which suit the plant best, its water and nutrient requirements and other useful information. Please ensure to read these and take all information provided into consideration before you make a purchase. Ultimately, it is your decision and responsibility how and where you chose to utilise your item. Change of mind We do not issue refunds or credits for change of mind. Product bought in error (case of mistaken identity) We can not accept returns or issue a refund for an item purchased in error, nor can we issue a credit. We cannot resell the item, as this may contravene biosecurity laws and restrictions. We have detailed information on our product pages for each item we sell, please read carefully before making your purchase. If you are unsure about any of our conditions, please contact our friendly team and we’ll be more than happy to assist you. Click here to see our full Terms and Conditions.