Refund & Returns Policy — The Forest Shop
Last updated: 03-12-2025
Our Commitment to Quality
At The Forest Shop, we take pride in providing high-quality native seeds, plants, food products, and skincare sourced from landscapes managed with ecosystem health as the priority. We carefully inspect and package all items to ensure they reach you in excellent condition.
Returns Policy
Due to the perishable nature of our products and Australian biosecurity regulations, we are unable to accept returns on the following items:
- Food products
- Plants and live goods
- Seeds
- Skincare products (for hygiene reasons)
This policy exists to protect both product integrity and compliance with Australian food safety and plant biosecurity standards.
Exceptions — When We Will Help
We want you to be completely satisfied with your purchase. We will offer a replacement or refund in the following circumstances:
Damaged in Transit
If your order arrives damaged, please contact us within 48 hours of delivery with:
- Your order number
- Clear photographs of the damage (product and packaging)
- A brief description of the issue
Incorrect Items
If you receive the wrong product, contact us within 7 days of delivery and we will arrange a replacement or refund at no cost to you.
Quality Issues
If a product is defective, spoiled on arrival, or significantly not as described, please get in touch within 7 days with photos and details. We assess these on a case-by-case basis and will make it right.
Non-Returnable Items (No Exceptions)
The following items cannot be returned, exchanged, or refunded unless faulty on arrival:
- Gift cards
- Items marked as "final sale" or "clearance"
- Products that have been opened or used (skincare, food)
Merchandise & Non-Perishable Items
For The Forest Shop branded merchandise (non-perishable, non-consumable items only):
- Returns accepted within 14 days of delivery
- Items must be unused, in original packaging, with tags attached
- Customer is responsible for return shipping costs unless the item is faulty
- Refunds will be processed to the original payment method within 5–10 business days of receiving the return
Cancellations
- Orders can be cancelled for a full refund before dispatch.
- Once an order has shipped, it cannot be cancelled.
- For plants and perishable items prepared to order, cancellation may not be possible once preparation has begun.
Refund Process
Approved refunds will be processed to your original payment method within 5–10 business days. You will receive an email confirmation once your refund has been issued.
Please note: Shipping costs are non-refundable unless the return is due to our error or a faulty product.
How to Contact Us
If you have any questions or need to report an issue with your order, please contact us:
Email: admin@theforestshop.com.au
Phone: (02) 6842 1515
Please include your order number in all correspondence to help us assist you quickly.