30 day guarantee
Planted right and it still fails? We put it right.
Plants are living things, so the guarantee is built around fairness: if a plant fails within 30 days of delivery despite being planted and cared for correctly, tell us with photos and we will replace it, credit it or refund it.
Covered
A plant that fails despite correct planting and care
- Planted within a reasonable time after delivery
- Correct depth and soil preparation
- Watered properly while it establishes
- Reported to us within 30 days of delivery, with photos
Resolution: a replacement plant, store credit or a refund, whichever fits the situation.
Not covered
Things outside anyone's control once a plant is in the ground
- Neglect or lack of water
- Waterlogging or poor drainage
- Extreme weather: frost, heatwaves, storms
- Pest or animal damage after delivery
- Plants left in their pots for weeks without planting
- Installation errors by a contractor
How to make a claim
Four things and we take it from there
Counted from the day the plants were delivered. Sooner is better: the earlier we see a struggling plant, the more we can do.
Put it in the subject line of your email to sales@nurserynearme.com.au, or use the contact form.
The whole plant, the base of the stem and the soil around it. Photos are what we assess from, so more is better.
A line or two on when it went in, how deep, and how it has been watered. We reply with a practical fix.
The first 30 days
Set your plants up to succeed
Most failures in the first month come down to water and drainage. Advanced stock from 45L up may also need staking and steadier watering while the roots move out of the bag. Unsure about any of it? Ask before you plant; early advice prevents avoidable losses.
- Dig the hole at least twice as wide as the pot, no deeper
- Loosen the surrounding soil so roots can move out
- Water deeply straight after planting
- Mulch around the base, kept off the trunk
- Check moisture every day or two in hot weather
Want a full year?
12-Month Plant Protection, optional at checkout
The 30 day guarantee is free on every order. For the eleven months after it, 12-Month Plant Protection replaces a covered plant once if it dies despite correct planting and care, free, with the replacement freight paid by you. One price per order, set by the value of the plants, offered in the cart on the way to checkout. Prices and terms.
- Every plant on the order, one replacement each
- Twelve months from the day of delivery
- Claim with photos and your order number
- Pots, goods and plants outside their climate are not covered
Transit damage
Arrived damaged? That is handled under delivery, straight away
Never refuse a delivery: accept it, photograph the plants and the packaging, and email us with the order number the same day. The delivery page has the details. Most plants shaken up in transit recover with water and a few days of shade, and we will tell you which ones will not.
Common questions
The guarantee
Do you give refunds under the guarantee?
Yes, where that is the right fix. Depending on the case we replace the plant, credit the amount to your account or refund it to the original payment method.
Does it apply to every plant?
Most purchases qualify, provided the plant was planted and cared for as described. Plants kept in their pots for weeks without planting are not covered, because the first month in the ground is what the guarantee is for.
I ordered the wrong plant. What now?
Email the order number and the change straight away. If the grower has not confirmed the plants and the freight is not yet booked, a change is usually possible.
Does it apply to trade and commercial orders?
Trade and project orders may have separate terms depending on volume and how the supply is staged. Those are agreed when the order is placed.
What if the plant looks small or has some leaf damage on arrival?
Heights are typical ranges for the pot size and the plant type, and a few bruised leaves in transit are normal and grow out. Photograph it on arrival so we have the record, water it, and give it a week; if it is not picking up, send the photos and we will look.
Buy with confidence
Every plant is confirmed with its grower before it ships and covered for 30 days after it lands.
