Returns & Exchanges
We want you to be happy with your purchase.
If you receive an item that is damaged, faulty or incorrect, please contact us as soon as possible so that our team can assist you.
While we do not provide refunds, eligible purchases may be exchanged, subject to the conditions outlined below.
Damaged, Faulty or Incorrect Items
If you receive a damaged, faulty or incorrect item, please contact us at:
Email: hello@fareastflora.com
Please provide your order number or proof of purchase, together with photographs of the item and the issue where applicable.
Once assessed and approved, we will arrange an exchange for the same item or an item of equivalent value, subject to availability.
Live Christmas Trees
As live Christmas trees are natural products, each tree is unique and may vary in shape, fullness, branching, color and overall appearance. Minor imperfections, asymmetry and natural variations are not considered defects.
Quality Issues & Exchange
If you experience a genuine quality issue with your live Christmas tree, please contact Far East Flora within 7 days from the date of delivery or collection. Eligible quality issues may include significant premature browning, excessive needle loss, major deterioration or other quality concerns beyond what would reasonably be expected of a fresh live Christmas tree.
• Photos of the tree and proof of purchase may be required for assessment.
• All exchange requests are subject to Far East Flora’s assessment and approval.
• Approved cases are eligible for a one-time replacement tree only, subject to stock availability.
• Where the same size or species is unavailable, our team will advise on the available replacement options.
• Change of mind, size/fit concerns, preference for a different tree shape or appearance, and natural variations do not qualify for exchange.
Collection / Delivery for Exchanges
For approved exchanges, customers are responsible for arranging and bearing the cost of returning the original tree and collecting the replacement tree. Where delivery or redelivery is requested, the applicable delivery charges will be borne by the customer.
Tree Care
Customers are responsible for following the recommended tree care instructions, including keeping the tree adequately watered and away from excessive heat or drying conditions. Deterioration resulting from insufficient watering, improper handling, unsuitable placement or other care-related conditions will not qualify for exchange. Far East Flora reserves the right to make the final assessment on all exchange requests.
Live Plants
As plants are living products, each plant is naturally unique and variations in size, shape, foliage, colour and appearance are normal.
If a plant is damaged or incorrect upon receipt, please contact us within 24 hours of receiving your order, together with photographs showing the condition of the plant.
For plant-health issues that develop after purchase, eligible plants are covered under our 7-Day Plant Guarantee.
Garden & Non-Perishable Products
For damaged, faulty or incorrect garden and non-perishable products, please contact us within 3 days of receiving your order.
Where an exchange is approved, the product should be returned in its original packaging and condition, together with proof of purchase, where reasonably applicable.
Change-of-Mind Exchanges
If you have changed your mind about an eligible non-perishable product, you may request an exchange within 7 days of purchase or receipt.
To qualify for an exchange, the product must:
- Be unused and in its original condition
- Be in its original packaging
- Be in resaleable condition
- Be accompanied by a valid receipt or proof of purchase
All change-of-mind exchanges are subject to assessment and approval by Far East Flora.
Live plants are not eligible for change-of-mind exchanges.
How to Make an Exchange
For online purchases, email hello@fareastflora.com with your order details and photographs of the item where applicable. Our team will advise you on the next steps.
For in-store purchases, email hello@fareastflora.com or bring the product, together with your proof of purchase, back to the original Far East Flora store where it was purchased.
For online purchases that require a physical return, our team will advise you where the product should be returned.
Exchange Value
Approved products may be exchanged for another product of the same or higher value.
If you choose a product of a higher value, you will need to pay the difference.
If you choose a product of a lower value, the difference will not be refunded or credited.
No cash refunds will be provided for change-of-mind exchanges.
Items That Cannot Be Exchanged
- Cut-to-size or customised products, including artificial carpet grass and netting
- Products that have been used, installed or altered
- Products that are not in their original packaging or resaleable condition, where applicable
- Live plants due to change of mind
- Clearance or marked-down products sold in an expressly stated condition;
- Other customised or made-to-order products
This does not affect claims relating to products that are faulty, damaged or incorrectly supplied.
Returning Your Purchase
Customers are responsible for returning eligible products to the designated Far East Flora location unless otherwise advised by our team.
Where collection or redelivery is requested for an exchange, applicable transport or delivery charges may apply.
Customers who choose to have the replacement plant delivered will be responsible for the applicable delivery charges.
Proof of Purchase
A valid receipt, order confirmation or other accepted proof of purchase is required for all returns, exchanges and Plant Guarantee claims.
Far East Flora may request photographs or additional information to assess the condition of an item before approving an exchange.
Need Help?
If you are unsure whether your purchase qualifies for an exchange, contact us and our team will be happy to assist.
Email: hello@fareastflora.com