Refund policy

Return and Refund Policy

At Desert Creek, we take pride in providing our customers with high-quality products and ensuring their satisfaction. We understand that occasionally, circumstances beyond our control may warrant the need for returns and refunds. Therefore, we have established the following return and refund policy:

  1. Eligibility for Returns:

    • Returns are only accepted for plants that are remained in their original form.
    • Returns should be requested within 30 days of the purchase date. Beyond this period, returns will not be accepted.

  2. Return Process:

    • To initiate a return, the customer must contact our customer service team via email, providing the order details and reason for the return. (desertcreeknz@gmail.com)
    • We will review the request and provide further instructions on how and where to return the product.
    • The customer is responsible for covering return shipping costs, unless the return is due to our error or a defective/damaged product.

  3. Refund Process:

    • Once the returned plant is received and inspected by our team, we will notify the customer regarding the approval or rejection of the refund.
    • Approved refunds will be processed within 7 working days, using the original payment method used for the purchase.
    • If the refund is rejected, we will provide a detailed explanation to the customer.

  4. Non-eligible Items:

    • Products that have been used, and are not in full form you are not eligible for return or refund. (No cuttings or missing leafs will be invalid for returns)
    • Any perishable items, such as soil, are also non-returnable.

  5. Ordering Errors or Cancellations:

    • If a customer realises they made an error in their order or wishes to cancel it, they must contact us immediately.
    • If the order has not been shipped, we will amend or cancel the order accordingly.
    • In case the order has already been shipped, the customer will be responsible for the return shipping costs, and a refund will be processed once the item is returned to us in full.

If you have any questions or concerns regarding our return and refund policy, please feel free to contact our customer service team, who will be more than happy to assist you.

Thanks,

From DesertCreek Customer Service Team