Refunds & Exchanges

We really want to make sure you are satisfied with your purchase. For that reason, please call us on +61 2 8021 6459 or contact us via email to discuss any queries or concerns you may have in relation to the items you have been delivered.

We have a number of options available to you dependent on the situation. Any exchange items must be returned to us in a saleable condition.

Refund Policy

• If you have received the wrong or damaged item, we will refund the product, packaging and delivery fees

Exchange Policy

We will provide a gift voucher to the same value as the product(s) only. This gift voucher can be redeemed on any future Urban Balcony purchase and is valid for 6 months. You will be responsible for returning the product to us.

• Custom furniture, furniture made to order,  or other products that have been customised for you (e.g. sealed, drilled) will no be exchanged. Please ensure you entirely understand the products you are ordering before you placing your order.
• Items purchased on sale, or at a discount will not be exchanged. Please ensure you are entirely happy the products you are ordering before you placing your order.
• Plants that have been ordered in for you cannot be exchanged. Please ensure that you are happy with your plant choice before placing your order.
• Plants purchased off the shop floor can be exchanged within seven (7) days of the purchase / delivery date as long as they have been well maintained and are still in their original pot.
• All other products must be exchanged within 14 days of delivery.
• We must be satisfied that all the care instructions provided have been followed.
• Where your purchase is part paid, your gift voucher will only be released upon payment of the full balance.

This policy does not affect your statutory rights.

Living Plants

Please remember that our delivered plants are a natural product so there will be some variation between each one. We hand-pick each plant for quality and ensure it is dispatched in top condition. Unfortunately once we dispatch our plants, any number of changes in the environment and their care may result in their life or quality being reduced