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Refund & Returns Policy

Last updated: 20/11/25

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At Thriving Natives, we take pride in supplying healthy, eco-consciously grown New Zealand native plants across West Auckland and the wider Auckland region. Because we work with living products, our refund policy is designed to be fair, transparent, and aligned with both customer trust and plant realities.

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1. Our Quality Guarantee

All plants are hand-selected and delivered in healthy condition. Natural variations in colour, size, foliage density, and seasonal appearance are normal and not considered defects.

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2. Eligibility for Refunds or Replacements

You may request a refund or replacement if:

  • Your plants arrive damaged

  • You received the wrong items

  • There is a genuine issue with plant health at the time of delivery

To qualify, you must contact us within 48 hours of delivery with:

  • Order name or number

  • Photos showing the issue

  • A brief description of the problem

We assess each case individually, always aiming to be fair.

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3. What Is Not Covered

We do not offer refunds for:

  • Change of mind

  • Natural cosmetic variations (marks, leaf shape differences, slight yellowing before new growth, seasonal dieback, etc.)

  • Damage after delivery, including weather exposure, pets, pests, or incorrect handling

  • Plant decline after planting due to site conditions, watering, soil quality, frost, drought, or general care

  • Plants left unattended after drop-off at the customer’s request

  • Orders older than 48 hours from delivery

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4. Cancellations

Orders cannot be cancelled once payment has been made.
Plants are prepared as soon as orders come in, and many are grown to order.

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5. Incorrect Address or Missed Delivery

If the delivery address provided is incorrect or if no safe drop-off point is available upon arrival, we will attempt to contact you.
A re-delivery fee may apply.

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6. How Refunds Are Processed

Approved refunds are issued to your original payment method (card or bank transfer).
Processing time depends on your bank, but typically takes 3–5 business days.

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7. Contact for Refunds

For refund enquiries, please contact:

Email: thrivingnativesnz@gmail.com

Phone: +62 22 083 6955
Instagram: @thrivingnatives

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