Last updated: 3 September 2026
Overview
We want you to receive the seed paper products you ordered in good condition and as described. This policy explains when an order may be returned, replaced or refunded.
Eligible non-customised products may be returned if you contact us within 14 calendar days of delivery. Returned products must be unused, unplanted, unaltered and in their original condition and packaging.
Before returning anything, please submit a request through our Contact Us page and include your order number and the reason for the request. Returns sent without prior approval may not be accepted.
Nothing in this policy excludes or limits any rights that cannot be excluded or limited under applicable consumer law.
Items eligible for return
A non-customised product may be eligible for return when:
- The return request is submitted within 14 calendar days of delivery.
- The product is unused, unplanted, unprinted and otherwise unaltered.
- The product is returned in its original condition and packaging.
- Valid proof of purchase is provided.
We reserve the right to refuse a return if the product does not meet these conditions, subject to applicable law.
Non-returnable items
The following items cannot be returned for a change of mind:
- Custom-made, personalised, printed, cut-to-size or otherwise made-to-order products once production has started.
- Products that have been planted, used, printed, cut, folded, written on or otherwise altered after delivery.
- Products damaged by improper storage, moisture, heat, contamination or handling after delivery.
- Clearance or final-sale products where this was stated before purchase.
- Samples supplied free of charge.
This exclusion does not apply when a product is faulty, damaged in transit, materially different from its description or supplied incorrectly.
Custom and personalised orders
Custom and personalised products are produced to your approved specifications and are therefore not eligible for return or refund because of a change of mind once production has started.
Please check quotations, dimensions, quantities, seed options, colours, artwork and proofs carefully before approval. Minor variations in colour, texture, thickness, seed distribution, edges and surface appearance may occur because seed paper contains natural materials and is not a perfectly uniform industrial paper.
If a custom product is faulty, damaged, supplied incorrectly or materially different from the approved specification, contact us as soon as possible so that we can assess the issue and offer an appropriate remedy.
Damaged, faulty or incorrect items
Please inspect your order promptly after delivery. If an item arrives damaged, faulty or incorrect, contact us within 7 calendar days of delivery where reasonably possible.
Your request should include:
- Your order number.
- A clear description of the issue.
- Photographs of the product, packaging and shipping label.
- The quantity affected.
Depending on the circumstances, we may offer a replacement, remake, partial refund or full refund. Please keep the product and its packaging until we confirm whether a return is required.
Seed germination
Seeds are living materials. Germination and growth depend on factors outside our control, including seed age, storage, climate, season, soil, planting depth, water, light and ongoing care.
Unless a product is confirmed to be faulty, a failure to germinate does not by itself qualify the product for a refund. Please follow the planting guidance supplied with the product or published on our website and contact us if you believe there may be a product issue.
Order changes and cancellations
If you need to change or cancel an order, contact us as soon as possible. A standard order may be cancelled if it has not yet been dispatched.
A custom or personalised order may only be changed or cancelled before production begins. Once artwork has been approved, materials have been prepared or production has started, any refund will depend on the work completed and costs already incurred.
Refunds
Once an authorised return is received and inspected, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method.
We aim to process an approved refund within 7 business days after inspection. Your bank, card issuer or payment provider may require additional time to post the funds to your account.
Original shipping charges, customs duties, taxes and other external fees are not normally refundable unless the return results from our error, the product is faulty, or applicable law requires otherwise.
Late or missing refunds
If we have confirmed that a refund was processed but it has not appeared, first check the original payment account and then contact your bank, card issuer or payment provider. If they cannot locate the refund, contact us with your order number so we can review the transaction.
Exchanges and replacements
We replace products when an eligible item is faulty, damaged or supplied incorrectly. Whether an exchange is available for another reason depends on product availability and the return conditions above.
If the original product is unavailable, we may offer an alternative product or a refund, subject to your agreement and applicable law.
Return shipping
Do not send a return until we have approved the request and provided the correct return instructions and address.
For an approved change-of-mind return, you are responsible for the return shipping cost and for ensuring that the product reaches us safely. We recommend using a tracked service and retaining proof of shipment.
If the return is required because we supplied a faulty, damaged or incorrect product, we will provide instructions regarding reasonable return shipping costs.
We are not responsible for return parcels lost or damaged in transit when the return shipping was arranged by the customer.
International orders
International returns may be affected by postal, courier, customs or plant-material restrictions. Contact us before sending anything so that we can confirm whether a return is possible and provide the required instructions.
Unless the return results from our error or applicable law requires otherwise, customs duties, import taxes, brokerage charges and similar fees are not refundable by us.
Need help?
For questions about a return, replacement or refund, contact us through our Contact Us page. Include your order number so we can locate the purchase.
