Policies

We believe in being upfront, so here’s everything you need to know. It’s always better to clear things up now rather than later!

Refunds and Exchanges for Online Purchases

Unfortunately, accidents can happen during shipping. If your item arrives damaged, please contact us immediately.

  • Timeframe: Report any damage within 12 hours of receiving your item. After this window, refunds will no longer be eligible.
  • Process:
    1. Take a photo of the damaged item.
    2. Provide a brief description of the damage.
    3. Send this information to us.
  • Returns: You may be required to return the damaged item. Refunds will only be processed after we receive the returned item.
  • Shipping Costs: Buyers are responsible for return postage, and delivery confirmation is strongly recommended. Refunds do not include original postage fees.

Online and In-Store Purchases

  • Change of Mind: We do not accept returns for change of mind, so please ensure you’re 100% happy with your plant and container choice before purchase.
  • Gifts: If the recipient of your gift isn’t satisfied, contact us within 7 days of purchase to discuss possible exchanges.

Terrarium & Plant Care

  • Before Purchase: We guarantee that we do not sell cracked or broken terrariums. All vases are thoroughly inspected before being crafted into terrariums. If damage occurs due to poor handling after purchase, it is your responsibility, and no refunds or compensation will be given.
  • Handling: If you’re concerned about safely transporting your terrarium, we recommend not making a purchase. While most terrariums come in boxes, some may not.

Plants and terrariums are living things and require care. Refer to our Care Instructions page for detailed guidance before reaching out about plant health issues. Please note:

  • Post-Sale Responsibility: Once the item leaves our shop (including online orders), it’s your responsibility to care for it.
  • No Refunds or Exchanges for Plant Health Issues: If plants health decline after a couple of weeks or you’re unhappy with how your terrarium looks, we cannot offer refunds or exchanges.

Our Plant Standards

  • All plants are sourced from reputable suppliers in Victoria.
  • We use only well-established, rooted plants—never cuttings—when crafting terrariums or kokedamas.
  • While terrariums are designed to thrive for extended periods, they are not everlasting and require proper care.

New Policies (Effective 03/08/2019)

We no longer offer plant replacement or terrarium repair services beyond the initial 7-day period.

Why?

  • In the past, we replaced plants free of charge without time restrictions.
  • Unfortunately, some customers did not provide proper care and blamed us for issues, creating undue stress and emotional exhaustion.

Updated Repair Policy

  • Within 7 Days: If an issue arises within 7 days of purchase, contact us immediately. We’ll replace plants or swap the terrarium free of charge.
  • After 7 Days: We will not accept terrariums for repair or replace plants for any reason.
  • Exclusions: This policy does not cover:
    • Terrariums damaged due to poor handling.
    • Tipped or broken terrariums.
    • Minor flaws or imperfections that do not impact functionality or aesthetics.

If this policy does not suit your needs, we kindly ask that you refrain from purchasing a terrarium from us.

The Serious Stuff is Over! :)

We’re passionate about creating beautiful terrariums and sharing them with plant lovers who will cherish and care for them. If you have any questions, feel free to contact us at info@terrariumlaboratory.com.au.