At Aloe‑ha!, every product is chosen or created with care, intention, and a whole lot of heart. Because many of our items are handmade, plant‑based, or custom‑curated, we approach refunds and returns with fairness and transparency.

This policy explains when refunds, replacements, or store credits may apply.

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🌿 1. Eligibility for Refunds or Replacements
We happily offer a refund, replacement, or store credit when:
– An item arrives damaged, faulty, or not as described
– You receive the incorrect item
– A product issue is clearly due to our error

To help us resolve the issue quickly, please contact us within 48 hours of receiving your order and include:
– Your order number
– A brief description of the issue
– Clear photos of the item and packaging

We’ll assess the situation and offer the most appropriate solution.

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🌱 2. Items Not Eligible for Refunds
Due to the nature of our products, we cannot offer refunds for:
– Change of mind
– Plants that decline after pickup or delivery (as care conditions vary)
– Handmade items with natural variations in colour, texture, or pattern
– Custom or personalised items
– Damage caused after pickup or delivery
– Incorrect care of plants or products

We always aim to provide accurate descriptions and care instructions to support your purchase.

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📦 3. Local Pickup & Delivery Issues

Pickup (Kippa‑Ring)
Once an item has been collected, it is considered received in good condition unless an issue is reported immediately at pickup.

Local Delivery (Moreton Bay Region)
If an item arrives damaged:
– Please notify us within 48 hours with photos.
– If no one is home at the agreed delivery time and the item is left in a safe place (with your approval), Aloe‑ha! is not responsible for loss, theft, or weather‑related damage.

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💳 4. Refund Method
Approved refunds are issued to the original payment method unless otherwise agreed.
Store credits may be offered for certain situations where a full refund is not applicable.

Refunds may take several business days to appear depending on your bank or payment provider.

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🔄 5. Exchanges
We do not offer direct exchanges for change of mind.
If an item is faulty or incorrect, we will arrange a replacement where possible.

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📮 6. Returns (If Applicable)
If a return is required:
– Items must be returned in unused, original condition.
– Return instructions will be provided by Aloe‑ha!.
– Return shipping costs may apply unless the issue was our error.

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📝 7. Contact Us
If you have any concerns about your order, reach out, we’re here to help.

Email: shop@aloeha.com.au
Location: Kippa‑Ring, QLD
Service area: Moreton Bay region