Refund & Returns Policy

We want you to be happy with your plants and our service. Please read this policy before ordering.

Who this policy applies to

This Refund & Returns Policy applies to goods purchased from Troppo, an initiative of Vector Group Charitable Trust (NZ charity CC45966), through www.troppo.nz or our Te Puke nursery.

It works alongside our Terms and Conditions and Privacy Policy.

Your rights under New Zealand law

If you are a consumer, you may have rights under the Consumer Guarantees Act 1993 (CGA) and other New Zealand law. We honour those rights where they apply. For business purchases, the CGA may not apply if we have validly contracted out.

Nothing in this policy limits your statutory rights when the CGA applies.

Choosing plants carefully

Living plants need the right site, climate, and care. Please choose carefully — change-of-mind returns are not accepted except under our 3-day satisfaction guarantee below or where the CGA requires a remedy for faulty goods.

3-day customer satisfaction guarantee

In addition to your legal rights, we offer a 3-day satisfaction guarantee on eligible products. You may hold the plant unused and unplanted in its original pot and packaging while you decide. The 3 days start when you receive the product.

If you return an eligible product within 3 days, we will refund the purchase price less outbound shipping (if any), subject to the conditions below. A restocking fee may apply in some cases.

1. Contact us first for a return authorisation number and present your receipt. Returns without authorisation may incur a 25% restocking fee.
2. Goods must be in original, resalable condition with potting and packaging intact.
3. Return freight and original delivery charges are your responsibility and are not refunded.
4. Improper return packaging or loss in transit is at your risk and may void a refund.
5. No returns after 3 days under this guarantee.

Exceptions

The following are not returnable under the 3-day guarantee (CGA remedies may still apply for faulty goods):

• Special-order plants cultivated or sourced specifically for your order
• Sale or clearance items (unless faulty)
• Plants that have been planted, re-potted, or damaged by you
• Claims made more than 3 days after delivery (damage in transit, missing items, or plant health)
• Items not in resalable condition (we may refuse or charge a restocking fee of at least 20%)

Faulty or misdescribed goods (CGA)

If goods are faulty, not of acceptable quality, or misdescribed under the CGA, contact us promptly with your order details and photos where helpful. We will provide an appropriate remedy — repair, replacement, or refund — as required by law.

How to request a return

Email info@troppo.nz or phone 027 414 4280 with your order number, reason for return, and photos if relevant. We will issue a return authorisation and instructions.

Vector Group Charitable Trust trading as Troppo
36 Clydesburn Ave, Te Puke, Bay of Plenty 3119