Refund Policy
1. Overview
At Of Forest & Fog, we are committed to providing high-quality products and excellent customer service. This policy outlines the conditions under which returns and refunds are accepted.
2. Australian Consumer Law Compliance
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.
3. Returns and Refunds
· Faulty or Damaged Goods: If you receive a product that is faulty, damaged, or not as described, please contact us within 7 days of receipt at hello@offorestandfog.com. We will arrange for a repair, replacement, or refund, as appropriate.
· Change of Mind: Please choose carefully, as we do not offer refunds or exchanges for change of mind purchases.
4. Return Process
To initiate a return for faulty or damaged goods:
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Contact Us: Email hello@offorestandfog.com with your order details and a description of the issue.
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Assessment: We may request photos or further information to assess the problem.
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Resolution: Depending on the assessment, we will offer a repair, replacement, or refund.
5. Exceptions
This policy does not limit your rights under the Australian Consumer Law. For more information on your rights, please visit the Australian Competition and Consumer Commission (ACCC) website.
6. Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
​Returns and exchanges for live botanical items
Please note that live moss, plants, soil/substrate mixes, and other perishable botanical products are non-returnable. Because these items are living, perishable and subject to biosecurity and hygiene concerns, we cannot accept returns once they have left our care.
If an item arrives damaged, dead on arrival, or if we have sent the wrong product, contact us within 48 hours of delivery with clear photos and your order number. We will assess the issue and, where appropriate, offer a replacement, store credit or a refund. We may ask for photographic evidence of the packaging and the item. For replacements we will discuss the best shipping option — in some cases we may cover shipping costs; in others, a partial refund or store credit may be offered depending on the circumstances.
For all other returns (change of mind, incorrect choice), live plants and perishable items are not eligible for return or refund.
Unfortunately, we cannot accept returns on sale items or gift cards.
7. Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
8. Contact Information
For any questions or concerns regarding our Returns and Refunds Policy, please contact us at hello@offorestandfog.com