Refund policy
Refund Policy
Live Goods and Product Availability
All plants sold by Nursery Near Me are live goods and subject to seasonal availability, weather conditions, growth cycles, supplier fluctuations, harvest timing, transport limitations, and biosecurity regulations.
Unlike mass-produced retail products, live plants cannot be manufactured on demand or indefinitely stored in containers without affecting plant health and quality. As a result, stock availability may change rapidly between the time an order is placed and the time it is prepared for dispatch.
By placing an order, you acknowledge and accept that occasional stock shortages, substitutions, delayed fulfilment, or store credit resolutions may be necessary due to the nature of live nursery stock.
If an item becomes unavailable prior to dispatch, Nursery Near Me may, at its discretion:
• Supply a similar or upgraded alternative variety, cultivar, or subspecies suitable for the same landscaping purpose or growing conditions
• Delay fulfilment until replacement stock becomes available
• Issue store credit for the unavailable item value
Where store credit is issued, additional bonus credit may be added at our discretion as a goodwill gesture. Store credit does not expire and may be used on any item across our store.
Nursery Near Me will make reasonable efforts to ensure any substitute plants are substantially similar in appearance, function, and value.
Goods Damaged Upon Arrival
We take reasonable care to ensure all plants are dispatched in healthy condition and securely packaged for transport.
If your order arrives damaged, you must notify Nursery Near Me within 24 hours of delivery by emailing sales@nurserynearme.com.au and providing:
• Clear photographs of the plant/s
• Clear photographs of the packaging where relevant
• Your order number and description of the issue
All claims are subject to assessment. Once validated, Nursery Near Me may, at its discretion:
• Arrange a replacement
• Provide a suitable substitute
• Offer store credit
• Allow you to wait until the same item is back in stock
Failure to notify us within 24 hours may limit our ability to investigate the issue and may result in the claim being declined.
Where delivery is completed by a third-party carrier, Nursery Near Me is not responsible for delays or damage caused during transit that are outside our reasonable control.
30 Day Plant Guarantee
We guarantee that plants will arrive alive and in reasonable condition.
As living products, plants require correct planting, watering, drainage, positioning, soil conditions, fertilisation, and ongoing care to establish successfully after delivery.
If an issue arises within 30 days of delivery, you must contact sales@nurserynearme.com.au with:
• Clear photographs of the plant
• Photographs of the planting location
• Details regarding soil conditions, watering, sunlight exposure, and care provided
All claims are assessed individually.
If approved, Nursery Near Me may, at its discretion:
• Provide a one-time replacement
• Offer a substitute plant
• Issue partial or full store credit
Delivery costs associated with replacement plants remain the responsibility of the customer.
This guarantee does not apply where plants have been:
• Incorrectly planted
• Over-watered or under-watered
• Exposed to unsuitable soil, drainage, climate, or positioning
• Neglected, damaged, or improperly maintained
• Affected by environmental conditions outside our control
1 Year Conditional Replacement Warranty
Some plant loss is natural and unavoidable, even when appropriate care is provided.
If a plant fails within 12 months of delivery despite following our published care recommendations, you may submit a warranty claim for assessment.
Claims must include:
• Clear photographs of the plant
• Site photographs
• Details regarding soil conditions, irrigation, fertiliser use, and maintenance practices
Nursery Near Me reserves the right to request additional information, including soil samples or drainage information where relevant.
If approved, Nursery Near Me may offer a one-time replacement at 50% of the current retail price, plus applicable delivery and handling charges.
This warranty:
• Applies only to the original purchaser
• Applies only to the original delivery address
• Does not extend to replacement plants
• Is non-transferable
Claims may be declined where environmental conditions, soil quality, mineral content, drainage issues, pests, weather events, or care practices have contributed to plant failure.
Exclusions
The following are not covered under any guarantee, warranty, replacement policy, or store credit arrangement:
• Damage caused by heat, frost, drought, flooding, storms, hail, or fire
• Damage caused by pests, disease, livestock, wildlife, chemicals, or pesticides
• Transplant shock, seasonal leaf drop, or natural growth variation
• Unsuitable soil conditions, drainage issues, or excessive mineral content
• Customer preference regarding plant shape, size variation, or seasonal appearance
• Delays caused by third-party freight carriers or weather events
• Circumstances beyond our reasonable control
As plants are natural living products, variation in size, colour, fullness, flowering, and growth habit is normal and does not constitute a fault.
Cancellation Policy
We do not offer refunds for change of mind once an order has been placed.
If an order is cancelled prior to dispatch, Nursery Near Me may deduct a cancellation fee of up to 2.7%, limited to the payment processing fees actually incurred by us and not refunded to us when the order is cancelled.
Orders containing custom-grown, pre-ordered, sourced, harvested, ex-ground, or reserved stock may not be cancelled once preparation has commenced.
Unavailable Stock
In the event that stock becomes unavailable after purchase, Nursery Near Me reserves the right to:
• Provide a suitable substitute plant
• Delay fulfilment until stock becomes available
• Issue store credit for the affected item value
Refunds for unavailable stock will only be provided where required under Australian Consumer Law.
Payment Disputes and Chargebacks
If something is not right with your order, please contact us at sales@nurserynearme.com.au first. Almost every issue can be resolved quickly through replacement, substitution, store credit or, where the Australian Consumer Law requires it, a refund, and we ask that you give us a reasonable opportunity to do so before raising a dispute with your bank or card issuer. We aim to respond within two business days.
Ownership of goods passes to you once your order has been delivered and payment has been received in full in cleared funds. If a payment is reversed, cancelled or charged back, other than a refund or reversal that we make or agree to, ownership of the goods to which the reversed amount relates immediately returns to Nursery Near Me until the outstanding amount is paid in full.
Where goods have been delivered to your nominated delivery address, including by authorised safe drop under our Shipping Policy, and you were not entitled to a refund of the reversed amount under this policy or the Australian Consumer Law, the reversed amount remains a debt due to Nursery Near Me. We may send you an invoice for the outstanding amount, payable within 14 days, or ask you to make the goods available for collection at our cost, and anything we recover reduces the amount you owe. Goods that have already been planted cannot be returned, and the outstanding amount is payable instead.
Where a chargeback is raised on an order that has been delivered, we will provide the card issuer with our delivery records, correspondence history and this policy in response.
Nothing in this section limits your rights under the Australian Consumer Law or prevents you from raising a genuine dispute in good faith.
Australian Consumer Law Notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.
Limitation of Liability
To the maximum extent permitted by law, Nursery Near Me’s liability is limited to the original purchase price paid for the plant or product supplied.
Nursery Near Me is not liable for indirect, incidental, consequential, or economic loss arising from the use, failure, transport, planting, or performance of any plant or product supplied.
Except where required by law, the remedies outlined in this policy are the sole remedies available.
