Our Commitment
At Instantlock.space, we are committed to providing healthy, high-quality plants and excellent customer service. We understand that plant care can be challenging, and we're here to support you every step of the way.
30-Day Plant Health Guarantee
All plants purchased from Instantlock.space are guaranteed to be healthy and viable for 30 days from the date of delivery, provided our care instructions are followed.
Guarantee Coverage
Our guarantee covers:
- Plants that arrive damaged during delivery
- Plants that develop health issues within 30 days despite proper care
- Plants that die within 30 days when care instructions are followed
- Plants that are significantly different from the description
What's Not Covered
Our guarantee does not cover:
- Normal leaf loss or seasonal changes
- Natural colour variations in foliage
- Damage from improper care, overwatering, or underwatering
- Damage from pets, children, or accidents
- Issues arising after repotting within the first 30 days
- Damage from extreme temperatures or environmental conditions
- Pest infestations introduced after delivery
- Plants purchased on clearance or "as-is"
Return Process
How to Initiate a Return
If you believe your plant qualifies for a return or replacement under our guarantee:
- Contact us within 30 days of delivery
- Provide your order number and clear photos of the plant showing the issue
- Describe the care you've provided (watering schedule, light conditions, etc.)
- Our plant care team will assess your claim within 48 hours
Assessment
Our experienced horticulturists will review your photos and care information to determine:
- Whether the issue is covered under our guarantee
- If the plant can be saved with adjusted care
- Whether a replacement or refund is appropriate
Delivery Issues
Damaged in Transit
If your plant arrives damaged:
- Note any visible damage on the delivery receipt
- Take photos immediately upon unboxing
- Contact us within 24 hours of delivery
- Keep the original packaging
We will arrange for a replacement or full refund for plants damaged during shipping.
Incorrect or Missing Items
If you receive the wrong plant or items are missing from your order:
- Contact us within 48 hours of delivery
- Provide photos of what you received
- We will send the correct items at no additional charge
Refund Options
If your return is approved, you can choose:
Store Credit
- Receive 110% of the purchase price in store credit
- No expiration date
- Can be used for any future purchase
Replacement Plant
- Receive the same or similar plant variety
- Free delivery on replacement
- New 30-day guarantee applies
Refund
- Receive a full refund of the purchase price
- Refunds are processed to the original payment method
- Allow 5-10 business days for processing
- Delivery fees are non-refundable unless the error was ours
Non-Plant Products
Planters, Pots, and Accessories
Non-plant items can be returned within 14 days if:
- Items are unused and in original condition
- Original packaging is intact
- You have proof of purchase
Return shipping costs are the customer's responsibility unless the item is defective or we sent the wrong product.
Soil, Fertilisers, and Care Products
Due to health and safety regulations, these items cannot be returned once opened. Unopened items may be returned within 14 days.
Change of Mind
We understand that circumstances change. If you simply change your mind:
- Contact us within 7 days of delivery
- Plants must be in original condition
- You are responsible for return shipping costs
- A 20% restocking fee may apply
- Refund excludes original delivery charges
Phytodesign Services
For phytodesign and consultation services:
- Deposits are non-refundable once design work has commenced
- Cancellations must be made 48 hours in advance
- Plants installed as part of phytodesign services are covered by our standard 30-day guarantee
Australian Consumer Law
Our return policy operates in addition to your rights under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact Us for Returns
To initiate a return or for any questions about our return policy:
Instantlock.space
Phone: +61 2 4960 1836
Email: returns@instantlock.space
Address: Lambton Rd, Waratah NSW 2298, Australia
Plant Care Support
Before requesting a return, consider contacting our plant care team for advice. Many plant issues can be resolved with proper care adjustments. We offer free consultations to all our customers to help your plants thrive. Visit our Consultations page to learn more.