Returns & Exchanges

Last updated: June 2026

This policy explains how returns work at Fern & Wild. It applies together with our Terms of Service and Shipping & Delivery policy. Nothing here limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act where those laws apply.

Fresh flowers, seeds and living stock

Farm stock is living and perishable. We do not accept change-of-mind returns on fresh flowers, cut stems, bouquets or seeds once they have left us (or, for seeds, once the packet has been opened). Once flowers have been arranged or used, they cannot be returned.

Bloom size, colour and stem length vary by variety and season. Product images are a guide only.

Transit damage

If your order arrives damaged in transit, email hello@fernandwild.co.za with your order number and clear photos within 48 hours of delivery.

After we review your claim, we may offer a replacement or store credit for the product value only (not the original delivery fee). We do not offer cash refunds for transit-damage claims on perishable flowers or seeds.

See our Shipping & Delivery page for how courier delivery works and when risk passes to you.

Hard goods (garden supplies)

Unopened, resalable hard goods bought online — such as fertilisers, planting mixes, planting kits and watering bags — may be cancelled under the Electronic Communications and Transactions Act within 7 working days of delivery, without giving a reason.

If you cancel within that period:

You must return the goods unopened and in resalable condition.
You are responsible for the direct cost of return shipping.
If you paid in advance, we will refund you in full within 30 days of cancellation (as required by law).

Opened, used or non-resalable items cannot be returned for change of mind.

How to return (authorised claims only)

Email hello@fernandwild.co.za with your order number, reason and photos where applicable.
Wait for written authorisation before sending anything back. Unauthorised returns may be refused.
Pack items securely in the original box or equivalent sturdy packaging.
Book and pay for your own return courier. We do not arrange return collections on your behalf.
Replacement, store credit or refund (where the law requires a refund) is issued after we receive and inspect the goods.

Gauteng customers: paid collection or farm drop-off by appointment may be available on request — contact us to arrange.

Outside Gauteng: you are responsible for return courier costs to our Randburg farm.

What we do not refund

Original outbound delivery fees (except where the law requires otherwise).
Change-of-mind returns on fresh flowers, cut stems, bouquets or opened seed packets.
Flowers that have been arranged, used or left without water after delivery.

Liability

By purchasing from us, you accept these terms of sale. Our liability will not exceed the amount you paid for the relevant order, except where the law requires otherwise.