Refund, Return and Repair Policy

This Refund, Return and Repair Policy is applicable to Plant Factory Products only.
For your rights to credits, refunds, resupply or returns of Plant Factory Living Green Produce, please refer to the relevant Produce Service Level Agreement.

Definitions of our Products and Produce are defined in our Sale of Goods Agreement.

Plant Factory wants all our customers to be completely satisfied with any Product they purchase from us.  We take great care in designing, manufacturing, and handling our Products because we want every customer to be completely satisfied with their purchase.

If you decide to purchase a Plant Factory Product, we strongly recommend that you read this Refund, Return and Repairs Policy prior to completing your purchase.  It is important that you are aware of our policy on refunds, returns and repairs and that you understand your rights under the Australian Consumer Law.  Refer to the Consumer Guarantees section included within this policy document.

About our Refund, Return & Repair Policy

This is Plant Factory Group’s Refund, Repair and Return Policy that applies where you make a purchase directly from us.  If you have purchased a Plant Factory Product from a third party such as a retailer or other reseller you must contact the company that you purchased the Product, who may have a different policy to Plant Factory Group.

Customer Service Team

If you have any questions about Plant Factory Group’s Product(s) or this Policy, please contact our Customer Service Team:

Tel: 1300 732 286


Your Responsibility

You must immediately inspect any Product that we deliver to you or that you collect from a Plant Factory Group office, to check that the Products are:

As you ordered

  • Complete
  • Undamaged
  • Of merchantable quality and matches our description(s)

If you have any Product related issue, whether that be related to Product delivery or a Product Warranty then you must raise this as a claim with our Customer Service Team as soon as the matter is known to you.  After raising your claim with our Customer Service Team, we will give you a Claim Reference.  

You must use the Claim Reference in all future dealings with us to help us in managing and to expedite your claim.

Change of Mind

Please consider your purchase carefully as refunds are not normally provided should you simply change your mind, made a wrong selection, or simply found an alternative product elsewhere.  We recommend that you carefully preview any orders before proceeding to check out and pay for your order.

Should we offer you a ‘Change of Mind’ refund then we reserve the right to deduct any costs associated with delivery and restocking.

Transit Damage

If any Products arrive damaged, please contact our Customer Service Team as soon as possible to advise of the damage.  We advise you to take photos showing the damage, which we will request that you provide to us in assessing your claim.  Your evidence is very important in helping us to pursue a claim with our carrier.

After receiving a transit damage claim, Plant Factory will contact you to discuss the options available to resolve the issue.  Dependant on the extent of the damage, Plant Factory Group will undertake to:

Arrange to replace (and possibly the return) of the damaged Product;

Offer a refund or a credit; or

Send a replacement part where the Product is only partly damaged.

Credits or Refunds

Credits and refunds will be processed by Plant Factory Group within five (5) business days of an offer being accepted in writing by you.

Delivery Charges

Where Plant Factory Group determines that the Products have breached a Consumer Guarantee, any shipping costs to return the Product to Plant Factory Group or a place defined by Plant Factory Group will be at covered by Plant Factory Group.


You must contact our Customer Service Team and receive a Claim Reference before returning any Product to us.  After raising your claim with our Customer Service Team, we will give you a Claim Reference.

Do not return any Product to us without a Claim Reference.

If it is agreed that the Products are to be returned, then:

  • You may return the Products to us in person at an agreed time. A member of Plant Factory Group will assist you in finalising your claim, which may include immediately providing a replacement Product or a replacement part.
  • You may make your own arrangements to return the Products to us using a third party, provided:

The Products are delivered to Plant Factory Group at an agreed time, which will generally be Business Hours;
That you advise us of the name of your carrier, the expected delivery date and provide us with any tracking references; and
That unless delivery costs are approved by Plant Factory Group in advance that you will bear all costs of returning the Products to us.

Products subject to a claim must be returned within a reasonable time.  In general, we would expect to receive any returnable Product within five (5) Business Days of a claim being raised.  This timeframe may vary dependant on the Product type and your proximity to a Plant Factory Group office.

Important to note that you are solely responsible for any Products until they are returned to Plant Factory Group.  Plant Factory Group accepts full responsibility for returned Products once these are in our custody.

Plant Factory will issue you with a written acknowledgement within two (2) Business Days that we have received your returned Products.

  • Plant Factory Group will arrange at its cost for the collection of the Products, provided:

You repack the Products as received;

You allow a reasonable period during Business Hours for Plant Factory Group or its carrier to collect the Products.


Plant Factory Group may request to arrange an inspection of the Products at your premises.  This option will be considered where Plant Factory Group believes a site inspection may expedite processing of your claim or if this is more convenient for both parties.  This may simplify the claim processing where for example the Products may have been installed and repackaging would be time consuming.

Within three (3) Business Days of either inspection at your premises or of receiving your returned Product, Plant Factory will inspect the returned Products and issue you with our written Inspection Report.

Within our Inspection report, Plant Factory Group will either accept your claim in full or challenge your claim in part or whole.  You have the right to respond to our Inspection Report.

Our Inspection Report will clearly state any action Plant Factory Group will take to resolve your claim, which may include full Product replacement, Product repair, an offer of a Credit or Refund or our denial of your claim.


Products that are returned may be repaired to satisfy a claim.  The decision to repair or replace Product in part or whole is based on our assessment.

If Plant Factory Group decide to repair a Product, then we must:

  • Provide you with an indicative repair time before commencing any work;
  • Complete the repair within a reasonable time; and
  • Pay all costs associated with the repair.

If our Inspection Report determines that Plant Factory is not liable for your claim, then you may be required to pay labour, assessment and/or freight fees, such as where Products are assessed to have been damaged by misused or accidently damaged, or where a claim falls outside of our Product Warranty or your rights under the Australian Consumer Law do not apply.  We may provide you with an indicative repair fee, which you will need to approve before any repair can be undertaken.

In some circumstances, Products presented for repair may be replaced by refurbished Products of the same type rather than being repaired. Refurbished parts may be used to repair the Products.


Should you disagree with:

  • The Inspection Report;
  • A credit or refund offer;
  • A repair or replace decision; and
  • Our estimated time to repair or replace.

Then you must notify our Customer Support Team in writing within three (3) Business Days of receiving our correspondence of your reasons for rejecting our assessment or offer, ensuring the following information is provided:

Plant Factory Group will respond to your dispute within three (3) Business Days by either accepting your written request, offer a compromise, or suggest we resolve any outstanding matters via an independent arbitrator.   Note, this does not prejudice any of your rights under the consumer guarantee.

Consumer Guarantees and Your Rights Under the Australian Consumer Law

Under the Australian Consumer Law, you have guaranteed legal rights for goods (Product) and services you purchase. These are called consumer guarantees.

All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law.  You are entitled to a replacement or refund for a major failure and for 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.

There are nine consumer guarantees that apply to goods you purchase:

1. Acceptable quality.
2. Fit for a particular purpose.
3. Match the description given by the seller.
4. Match the sample or demonstration model.
5. Express warranties will be honoured.
6. Spare parts and repair facilities will be available for a reasonable time after purchase.
7. Title to the goods.
8. Undisturbed possession of the goods.
9.No undisclosed securities on the goods.

Consumer guarantees cannot be excluded and are in addition to Plant Factory Group’s Product Warranty or any other additional warranty you may be given.

There may be circumstances where you are not entitled to a remedy.

For further information about the Australian Consumer Law and consumer guarantees, visit