↩️ Returns & Exchanges

Our Return Policy

At Frangipani Queen, your satisfaction is our priority. We stand behind the quality of our frangipani cuttings and want you to be completely happy with your purchase.

Eligible for Returns:

• Cuttings that arrive damaged or in poor condition
• Incorrect items received
• Items that don't match the product description
• Changed your mind (within 14 days)
• Quality issues covered by our Plant Guarantee

Not Eligible for Returns:

• Cuttings damaged after proper delivery (excluding issues covered by our guarantee)
• Returns initiated after 14 days
• Cuttings that have been planted or modified
• Sale or clearance items (marked as final sale)

How to Return an Item

1. Step 1: Contact Us Email us at info@frangipaniqueen.com or call 0417 756 782 within 14 days of receiving your order. Please provide your order number and reason for return.
2. Step 2: Receive Authorization We'll review your request and provide you with a Return Authorization Number (RAN) and return shipping instructions within 1-2 business days.
3. Step 3: Package Your Return Carefully package the item in its original packaging if possible. Include the packing slip and write your RAN clearly on the outside of the package.
4. Step 4: Ship It Back Ship the package to the return address provided. We recommend using a trackable shipping method and keeping your receipt.
5. Step 5: Receive Your Refund Once we receive and inspect your return, we'll process your refund within 5-7 business days. You'll receive a confirmation email.

Exchanges

We're happy to exchange items if you'd prefer a different variety or size!

How Exchanges Work:

• Follow the same process as returns (contact us first)
• Let us know which item you'd like instead
• We'll ship your exchange once we receive your original item
• No additional shipping charges for exchanges due to our error
• If the new item costs more, you'll be charged the difference
• If the new item costs less, we'll refund the difference

Refund Process

Refund Timeline:

• Inspection: 1-2 business days after we receive your return
• Processing: 3-5 business days after approval
• Bank Processing: 3-10 business days depending on your financial institution

Refund Method:

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Card: Refunded to the original card
• PayPal: Refunded to your PayPal account
• Bank Deposit: Refunded via bank transfer (please provide account details)

Partial Refunds:

In some cases, we may issue a partial refund if:

• The item shows signs of use
• The item is not in its original condition
• Packaging is damaged or missing
• The item is returned after 14 days but within our guarantee period

Damaged or Defective Items

If your item arrives damaged or defective, please:

• Take photos of the damage (item and packaging)
• Contact us within 48 hours of delivery
• Provide your order number and photos

We'll immediately send a replacement at no charge, or issue a full refund including original shipping costs.

Frequently Asked Questions

Can I cancel my order?

Yes! You can cancel your order free of charge before it ships. Contact us immediately at 0417 756 782. Once shipped, standard return policy applies.

What if I received the wrong item?

We sincerely apologize! Contact us immediately and we'll arrange for the correct item to be sent and provide a prepaid return label for the wrong item.

Do I need to include anything with my return?

Please include the original packing slip if possible, and clearly write your Return Authorization Number (RAN) on the outside of the package.

Can I return a gift?

Yes! Gift recipients can return items for a store credit or exchange. We cannot issue refunds for gifts to the recipient - only to the original purchaser.

What if my cutting dies after planting?

This may be covered by our Plant Guarantee! Check the guarantee page for details on what's covered.