THE GROW SOCIETY

REFUNDS, RETURNS & SHIPPING POLICY

Last updated: 12 August 2026

1. About This Policy

This Policy applies to products purchased directly from The Grow Society, including through our website, mobile application or other authorised Grow Society sales channels.

It applies to both physical and digital products where relevant.

Nothing in this Policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

2. Products We May Sell

Grow Society products may include:

  • gardening kits;

  • compost starter kits;

  • seed-related products;

  • children's gardening resources;

  • educational materials;

  • activity kits;

  • merchandise;

  • clothing;

  • gardening accessories;

  • printed guides;

  • certificates;

  • worksheets;

  • downloadable resources;

  • digital educational products;

  • printable activities; and

  • other Grow Society products.

3. Australian Consumer Law

Our goods and services come with consumer guarantees that cannot be excluded under Australian Consumer Law where that law applies.

Depending on the circumstances, you may be entitled to a:

  • repair;

  • replacement;

  • refund;

  • resupply of a service; or

  • other remedy.

Nothing in this Policy removes those rights.

4. Faulty Products

Please contact us if a product you receive is:

  • faulty;

  • defective;

  • unsafe;

  • materially different from its description; or

  • otherwise does not meet applicable consumer guarantees.

We may ask you to provide:

  • your order number;

  • proof of purchase;

  • a description of the problem; and

  • photographs of the product where reasonably necessary.

We will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.

5. Damaged Products

If an order arrives damaged, please contact us as soon as reasonably practicable after delivery.

Where possible, include:

  • your order number;

  • photographs of the damaged item;

  • photographs of damaged packaging; and

  • a brief description of what happened.

We may provide a replacement, refund or another appropriate solution depending on the circumstances.

6. Incorrect Products

If we send you an incorrect product, please contact us.

We will arrange an appropriate remedy, which may include:

  • supplying the correct item;

  • arranging return of the incorrect item; or

  • issuing a refund where appropriate.

7. Change-of-Mind Returns

The Grow Society may accept change-of-mind returns for eligible physical products where:

  • you contact us within 30 days of delivery;

  • the product is unused;

  • the product is in substantially original condition;

  • packaging is reasonably intact where applicable; and

  • proof of purchase is provided.

Unless the product is faulty or another consumer-law right applies, the customer may be responsible for the cost of returning a change-of-mind item.

Original shipping charges may not be refundable for change-of-mind returns.

Some products may be excluded from discretionary change-of-mind returns where this is clearly disclosed before purchase.

This section does not affect rights available under Australian Consumer Law.

8. Products That May Not Be Eligible for Change-of-Mind Returns

Subject to Australian Consumer Law, discretionary change-of-mind returns may not be available for:

  • opened or used products;

  • personalised products;

  • custom-made products;

  • perishable products;

  • products that cannot safely be resold;

  • certain seed or living-plant products;

  • downloaded digital products; or

  • products clearly marked as final sale before purchase.

This does not prevent a customer from seeking a remedy where consumer guarantees apply.

9. Digital Products

Grow Society may sell digital products including:

  • printable worksheets;

  • gardening guides;

  • compost guides;

  • educational resources;

  • certificates;

  • lesson materials;

  • activity packs;

  • planners;

  • calendars; and

  • other downloadable resources.

Digital products may be made available immediately or shortly after successful payment.

10. Change of Mind for Digital Products

Because digital products may be supplied immediately and cannot usually be physically returned, Grow Society does not ordinarily provide discretionary change-of-mind refunds after a digital product has been downloaded or accessed.

However, this does not affect any rights or remedies available under Australian Consumer Law.

Please contact us if:

  • the file is corrupted;

  • the wrong file was supplied;

  • you cannot reasonably access the purchased file;

  • the product is materially different from its description; or

  • another problem has occurred.

We will work with you to resolve the issue.

11. Shipping Locations

The Grow Society may ship to addresses within Australia.

Any available shipping areas will be displayed during checkout.

International shipping may be introduced in future and, if available, applicable costs and conditions will be displayed at checkout.

12. Shipping Charges

Shipping charges will be displayed before an order is completed.

Shipping fees may depend on:

  • order size;

  • order weight;

  • destination;

  • packaging requirements;

  • delivery provider; and

  • selected shipping method.

13. Processing Orders

Orders will normally be processed within the timeframe shown on the relevant product or checkout page.

Processing times and delivery times are separate.

Custom, personalised or pre-order items may require additional processing time.

14. Delivery Estimates

Any delivery timeframe displayed by Grow Society is an estimate unless expressly stated otherwise.

Delivery times may be affected by circumstances outside our reasonable control, including:

  • postal delays;

  • courier delays;

  • weather;

  • natural disasters;

  • public holidays;

  • high-volume periods;

  • transport disruptions; and

  • remote delivery locations.

15. Tracking

Where tracking is available, customers may receive tracking information after their order has been dispatched.

Not all shipping methods may include tracking.

16. Incorrect Delivery Addresses

Customers are responsible for checking their delivery details before placing an order.

If you notice an incorrect address, contact us as soon as possible.

We will try to update the order where possible but cannot guarantee changes after an item has been dispatched.

Additional postage may apply where an order is returned because an incorrect or incomplete address was supplied, except where the error was caused by Grow Society.

17. Lost Parcels

If your parcel appears to be lost, please contact us.

Where applicable, we may:

  • review tracking information;

  • contact the delivery provider;

  • assist with an investigation; and

  • determine an appropriate resolution.

Your statutory consumer rights are not affected.

18. Delivery Marked as Delivered

If tracking indicates that an order has been delivered but you cannot locate it, please:

  1. check around the delivery location;

  2. check with other household members;

  3. check for a safe-drop location;

  4. check with neighbours where appropriate; and

  5. contact the delivery provider or Grow Society if the parcel remains missing.

We will assist where reasonably possible.

19. Return Shipping

If a return is required because a product does not comply with a consumer guarantee, return costs will be handled in accordance with Australian Consumer Law.

For an approved discretionary change-of-mind return, return shipping will ordinarily be the customer's responsibility unless Grow Society agrees otherwise.

20. Refund Method

Approved refunds will generally be returned using the original payment method where possible.

Processing times may depend on:

  • the payment provider;

  • financial institution; and

  • original payment method.

21. Promotions and Discount Codes

Promotional codes:

  • must be used within the stated validity period;

  • cannot generally be exchanged for cash;

  • may be subject to specific conditions; and

  • cannot ordinarily be applied retrospectively unless expressly stated.

Promotional conditions do not override Australian Consumer Law.

22. Pre-Orders

Products advertised as pre-orders will include an estimated availability or dispatch timeframe where possible.

Estimated dates may change due to supplier or production circumstances.

Where a material delay occurs, we will communicate with affected customers where reasonably practicable.

23. Seeds, Plants and Growing Products

Some Grow Society products may contain seeds or other growing materials.

Plant growth depends on many factors outside our control, including:

  • weather;

  • temperature;

  • soil;

  • watering;

  • planting technique;

  • pests;

  • storage;

  • location; and

  • seasonal conditions.

Unless required by consumer law, Grow Society cannot guarantee germination, crop yield or growing success simply because seeds or gardening products are supplied.

This does not affect guarantees that the product itself must meet under Australian Consumer Law.

24. Sustainable Packaging

Consistent with Grow Society's sustainability objectives, we may use:

  • recycled packaging;

  • recyclable packaging;

  • compostable materials;

  • reused packaging components; or

  • minimal packaging

where practical and appropriate.

Packaging appearance may therefore vary.

25. Contact Us About an Order

For returns, refunds, damaged products or shipping enquiries, contact:

The Grow Society

Email: hello@thegrowsocietyau.com

Please include your order number where available.

© The Grow Society. All rights reserved.