Refund policy

Defects and Returns

The Customer must inspect the Goods on Delivery and must notify The Balcony Garden™ within 24 hours of acceptance of Goods in writing of any evident defect/damage, shortage, or failure to comply with the description or quote.

If the Customer fails to advise the Company in writing of any matter referred to in clause 5.1. within 24 hours of Delivery, the customer is deemed to have accepted the Goods are not faulty and in accord to the Customer’s order.

Fit for purpose means that the pots (Goods) are fit to do the job, i.e. Hold soil for a plant. A pot (Goods) is still fit for purpose if it has natural deterioration or discolouration due to its use as garden pot.

Should a valid warranty claim be made, The Balcony Garden™ (Company) is not liable for any costs associated or incurred by the customer as a result of removing & re-installation of faulty pots. An example of this would be the costs incurred by a customer to remove soil, discard of the old pot, re-install new pot, re-install soil & plants.

Any modifications or changes made to the pots (Goods) will automatically void all warranty. Examples of modifications include but are not limited to; bogging/filling the drainage holes, drilling additional holes, painting, cutting, filling the pot (Goods) with a layer of concrete, or using geo-fabric.

Pots (Goods) are not designed to be “plumbed up”/connected directly to a drainage system such as pvc pipe. The pots (Goods) are designed to be elevated on pot feet/plastic packers to encourage the water to freely drain away. Pots (Goods) that are directly plumbed up/connected to a drainage system/pvc pipe are automatically void of all warranty.

In some cases, at the discretion of The Balcony Garden, we may agree to cancel an order. If a cancellation is approved, a cancellation fee of 5% of the total order value or $100 AUD (whichever is greater) will apply to cover administrative and payment processing costs. This fee will be deducted from your store credit. 

This policy is in accordance with Australian Consumer Law, which does not require refunds or cancellations for change of mind. 

Returns Policy

Applies to orders placed within Australia.

At The Balcony Garden, we want you to love your pots. We've been designing them since 2006, and the overwhelming majority of our customers are thrilled with what arrives. But we know that buying online — especially something as considered as a designer planter — comes with questions, so here's exactly how returns work, explained plainly.

An honest note about freight

Our pots are beautiful, but they're fragile and they're heavy. That makes them genuinely expensive to ship — both to you and, if it ever comes to it, back to us. We'd rather be upfront about that now than have you discover it later. Because of this, the smartest thing you can do is buy with confidence the first time, and we're always here to help you get there. If you're unsure about size, finish, or which pot suits your space or your plant, just ask — we'll send you real photos and help you choose before you commit. You will receive a store credit, not a refund for any returned goods.

If your order arrives damaged

We pack every order carefully and we stand behind every delivery. In the rare case that something arrives damaged, we'll make it right at no cost to you.

Simply email us at info@thebalconygarden.com.au within 48 hours of your order arriving, with a photo of the damage and your order number. We'll arrange a free replacement — there's nothing for you to send back and no freight cost to you. No forms, no fuss.

Faulty items and your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem — for example, it's faulty, significantly different from its description, or not fit for its intended purpose — you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage.

If the problem is minor, we'll repair or replace the item within a reasonable time. These rights apply regardless of the timeframes and conditions set out below for change-of-mind returns. Just get in touch and we'll sort it out.

Change-of-mind returns

If you've simply changed your mind, we're happy to accept a return within the conditions below. (For faulty or damaged items, see the two sections above instead — those rights are separate.) You will receive a store credit, not a refund.

You have 7 days from receiving your order to let us know you'd like to return it. Just email us at [info@thebalconygarden.com.au] with your order number to get started.

Getting the pots back to us is arranged and paid for by you. Returns come to one of our showrooms in Sydney or Melbourne, and you're welcome to drop them in yourself.

If you'd prefer to use a courier, we ask that you use the freight partner we recommend, simply because our products are fragile and they know how to pack and handle them properly. We'll provide you with a quote from them first, so you can see the cost and decide whether returning is worth it for you. We don't charge a restocking fee — you're only ever covering the freight.

One return per order. You're welcome to return as many items from an order as you like in that one return, but we're unable to process multiple back-and-forth returns on the same order.

For us to accept a change-of-mind return, the pots must come back to us in the same condition they left:

  • In their original packaging, including the plastic wrapping
  • Clean and unused — no soil or dirt inside, and not planted up
  • Undamaged

Items that don't meet these conditions can't be accepted, and we'll arrange to return them to you at your cost.

Items we can't accept for change-of-mind returns

  • Sale items
  • Custom orders
  • Pre-orders

Need a hand?

If you have any questions before you buy, or you'd like help choosing the right pot for your space, we'd genuinely love to help.

📧 info@thebalconygarden.com.au]📞 +61 2 8363 1144 🏬 Visit us in person at our Sydney or Melbourne showroom.