Refund & Returns Policy

1Overview

At ACCINTA, we want you to be completely happy with your purchase. If something isn't right, we make returns simple. This Refund & Returns Policy applies to all orders placed on accinta.com and should be read together with our Shipping Policy and Terms of Service.

2Your Rights Under Australian Consumer Law

Our goods 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 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.

390-Day Change-of-Mind Returns

Changed your mind? You can return most items within 90 days of delivery for a full refund of the product price, with no restocking fees. To be eligible:

• The item must be unused, in the same condition you received it, and not assembled or installed.
• The item must be returned in its original packaging with all parts, accessories and manuals included.
• You must provide your order number or proof of purchase.

Items that are used, damaged by the customer, or missing parts may not be accepted for a change-of-mind return.

4Items That Cannot Be Returned

For hygiene, safety or practical reasons, the following items cannot be returned for change of mind (this does not affect your rights if the item is faulty):

• Live plants, seeds, bulbs, soil, potting mix and fertilisers once opened.
• Items that have been assembled, installed, used or modified.
• Custom-made or special-order items.
• Gift cards.

5Damaged, Faulty or Incorrect Items

If your item arrives damaged, is faulty, or is not what you ordered, please contact us:

• For damage in transit, email us within 7 days of delivery with your order number and photos of the item and packaging.
• For faulty or incorrect items, email us with your order number, a description of the problem, and photos or video where possible.

We will arrange a free return and, at your choice, send a replacement or issue a full refund, including any shipping costs.

6How to Return an Item

Please do not send items back without contacting us first — returns sent without approval may be delayed or unable to be processed.

7Return Shipping Costs

For change-of-mind returns, we recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit. Original free shipping is not charged back to you.

8Refunds

Once your return is received and inspected, we will email you to confirm whether it has been approved.

• Approved refunds are processed within 3–5 business days.
• Refunds are issued to your original payment method.
• Depending on your bank or card provider, it may take a few additional business days for the funds to appear in your account.

If you haven't received your refund after 10 business days, please check with your bank first, then contact us at contact@accinta.com.

9Exchanges

The fastest way to get a different item is to return the original item for a refund and place a new order for the item you want. If you need help choosing the right product, our team is happy to assist.

10Order Cancellations

You can cancel your order at any time before it ships, no questions asked, and receive a full refund. Simply email us with your order number. Once an order has been dispatched, it can no longer be cancelled, but you can return it under this policy.

11Warranty Claims

All products we sell come with the full manufacturer's warranty. If a product develops a fault after the 90-day return window, contact us with your order number and details of the issue, and we will help you with a warranty claim or arrange a remedy under the Australian Consumer Law.

12Contact Us

If you have any questions about this Refund & Returns Policy or need help with a return, please get in touch: