Returns & Refunds

Plants

Sending live plants can be a risky business. Once these precious plants leave our hands, we cross our fingers & toes entrusting the couriers will deliver them in the same state they left us. Although we are all human and errors happen from time to time. Here is our return and refund policy.

  1. We do our absolute best to pack our plants in safe and secure packaging. If on the odd occasion any plants are damaged, please send us photographs of the package and plant on immediate arrival and within 24hours of delivery. 
     
  2. Refunds are not available for plants due to a ‘change of mind’. As we all know plants are fragile and do not like to be in transit for too long. Returning the plants because you have ‘changed your mind’ will mean we are less likely to recover the plants and sell them on after transit to and from. With this in mind please take extra care in choosing your plants.

  3. If for any reason goods are to be returned for credit this procedure must take place within 14 days of sale, freight is to be paid by the Purchaser.  All stock must be in good saleable condition and a 10% restocking fee may be charged. Except as provided in this clause, the Purchaser is not entitled to return the Goods to the Seller for any reason.

  4. For defective Goods, which the Purchaser is entitled to reject, the Seller’s liability is limited (at the Seller’s discretion) to either repairing or replacing the Goods, or refunding the price.

Garden Supplies

All our garden supplies are rigorously tested and actively used within our own orchard to ensure quality and reliability:

  • Garden tools come with a 12-month warranty that covers mechanical and structural faults.
  • Larger items like the collapsible water tank arrive ready for use with minimal assembly required.
  • Returns or refunds for change of mind, or faults due to mishandling or 'wear and tear', are not accepted.
  • If an item is found to be faulty, we aim to replace it within 14 days. If this is not possible, a refund for the items, excluding postage costs, will be issued.
  • For any enquiries, please contact our customer service team at  hello@exoticanz.com.


Consumables and Disposables
Items such as fertiliser, garden bags, rooting hormone, staples, tying tape, pots, and stakes are excluded from returns or refunds due to their consumable or disposable nature. We offer a replacement if the items arrived in an unacceptable or unusable condition. 

Korunui ® - Liquid Extracts

Our 100% pure liquid extracts are celebrated for their potency and quality. To improve the taste, they can be taken with honey, yoghurt, or blended into smoothies:

  • Returns or refunds based on taste preference are not accepted.
  • Opened products cannot be returned due to hygiene reasons.
  • Please report any discrepancies immediately with detailed information and photographs for verification.
  • Contact our customer service for support at hello@exoticanz.com.

Korunui ® - Gourmet Grade Vanilla Beans 

We take pride in offering virgin vanilla beans of premium quality with a moisture content of 34%, ensuring they arrive moist and ready for use. Natural imperfections are sometimes misinterpreted; we encourage reading our blog to understand these are signs of high-quality vanilla beans:

  • Each vanilla bean is individually selected and minimally processed to preserve its natural oils.
  • If you notice any unusual appearances on the vanilla beans, please do not throw them away but send us photographs for confirmation.
  • If required, we will replace any beans within 14 days, typically without requiring a return.
  • For further assistance, please contact our customer care team at hello@exoticanz.com.

Exotica Tropical™ Freeze Dried Fruit

  • We are very proud to bring you the best tasting and natural flavours without any added sugar, or preservatives, non GMO, Gluten Free and Halal Certified product to you. We would expect you to love them as much as we do, however we can appreciate that flavours can be very subjective from one person to the other. Unfortunately, we cannot offer any refund or exchange for these reasons. 
  • If you are not completely happy with your purchase or if you notice any unusual appearances on the freeze dried product, please do not throw them away but send us photographs for confirmation.
  • If required, we will replace any freeze dried product within 14 days, typically without requiring a return.
  • For further assistance, please contact our customer care team at hello@exoticanz.com.

Exotica Fresh Produce

We harvest to order and due to the perishable nature of our fresh produce, we do not offer returns, exchange or refunds under normal conditions. Each item is carefully harvested, packed, and transported to ensure it reaches you in the best condition:

  • If you receive spoiled or damaged produce, please inform us within 24 hours of delivery, providing detailed photographs and a description of the issue.
  • While returns of perishable items are not accepted, we are committed to your satisfaction. If the quality is compromised and verified through your photos, we will endeavour to provide a replacement or, if unavailable, an alternative product of equal value, or issue a store credit.
  • Report any issues with your fresh produce immediately to our customer support at hello@exoticanz.com, attaching relevant photographs and a detailed description.

Exotica Seafood

Once an order is placed, we do not accept cancellations, returns, or refunds. Oysters are harvested to order, and perishable therefore cannot be returned. For significant issues such as damage, contact us within 24 hours of delivery with photos and purchase receipts for consideration. We reserve the right to address our own errors and offer solutions on a case-by-case basis