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Refunds & Problems

All our orders are hand packed with care, and leave our nursery in the very best condition possible. We select the largest and healthiest plants we have available to send. We hydrate and treat each plant, before carefully packing it for the journey.
Even so, problems occasionally happen. We understand that. Here's how to sort it out.

Help us help you, by following these steps

  1. Please check all product descriptions before you order.
    We try to give as much information as possible to help you choose, including care notes and sizes, and whether products are seeds or bulbs or tubestock plants or plug plants. Please read carefully. It's up to you to decide if the plant is right for your climate and location.
  2. Please check your order as soon as it arrives.
  3. Please contact our customer service direct on (07) 5451 3506 or email us at [email protected], as soon as possible; within 48 hours of receipt where possible. We cannot accept responsibility for issues or delivery problems after that.
  4. We do not process order problems via our social media accounts.
    We do not check those accounts daily, and cannot track your orders through their platforms. Please contact our customer service team direct.
  5. Let us know your full name and email address - the ones you used to place the order - and the order number if you have it, so we can track your order faster.
  6. Email us photographs of the plants to [email protected] so we can see the problem you have, and take steps to identify and rectify it.

 

What is the problem?

  • Your plants are dead, dying, or poor condition on delivery
  • We will issue a credit for the value of your plants, or mail you replacement plants if we have them available.
    'Poor condition' means unlikely to live and thrive as a result of shipping issues.

  • The plants delivered are not the variety or product on your order
  • We will issue a credit for the value of your plants, or mail you replacement plants if we have them available.

  • Your plant has flowered and it is not the variety/colour you ordered
  • We will issue a credit for the value of your plants, or mail you replacement plants if we have them available.
    We understand in this case you will not be able to contact us in 48 hours. Please let us know as soon as the plant first flowers.

  • Your plants don't look as expected
  • We grow and sell what are known in the trade as tubestock plants. This technical term means that they are bigger than a plug plant, and much larger and more mature than a seedling. You can see image examples of typical tubestock plants on almost every product page.
    Read our blog post on How We Produce Our Plants for more info.

    Please note: plants are living things, variable in nature. We do not produce them in a factory. Sizes and photos are a guide only. We always send out the very best plants we have in stock. We do not refund just because the plants are a different size to the photos online, or tubestock you have ordered previously, or your expectations.

  • The plant is unsuitable for your climate
  • We aim to give as much care and cultivation notes as possible on the product pages, including what soil a plant needs, how much water, and whether it is frost tolerant when mature. Please read these before buying to make sure you are choosing plants suitable for your personal garden conditions.

  • You have mistakenly ordered seeds or bulbs thinking they were plants
  • We aim to give full information on the products on each product page, including whether they are seeds or bulbs.
    You can return them to us at your own cost within 48 hours of receipt for a refund of the product cost. We do not refund shipping costs.

  • You have ordered the wrong plant, or changed your mind since purchase
  • We do not accept returns or issue refunds for plants bought in error, because we cannot resell them.

  • You have ordered a gift or garden care item that you now do not want : (not including gift cards.)
  • You can return them to us at your own cost within 48 hours of receipt for a refund of the product cost, if the product arrives in the same condition it was shipped to you. We do not refund shipping costs.

 

You can see our full Terms & Conditions here.

 

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