Refund policy
At Quality Gardener, we want you to be happy with your purchase. We take care when selecting, preparing and packing our plants, garden products and merchandise.
This policy applies to purchases made through the Quality Gardener online store and is intended to operate alongside your rights under the Australian Consumer Law.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major problem, you may be entitled to choose a refund or replacement. For minor problems, we may provide an appropriate remedy in accordance with Australian Consumer Law.
Nothing in this policy limits or excludes any rights you may have under Australian Consumer Law.
Change of Mind
Quality Gardener does not generally offer refunds or exchanges where you simply change your mind, order the wrong product, find the product cheaper elsewhere, or decide that you no longer require the product.
We encourage customers to carefully review product descriptions, quantities, sizes and other information before placing an order.
This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise does not meet a consumer guarantee.
Live Plants
Plants are living products and their appearance can naturally vary in size, colour, shape, foliage, growth habit and seasonal appearance.
Product photographs are intended to provide a reasonable representation of the plant or variety being sold, but the individual plant you receive may not look identical to the photograph.
Minor cosmetic imperfections, natural leaf variation, temporary wilting associated with transport, seasonal changes or differences in plant shape are not necessarily considered faults.
Once a plant has been delivered, its ongoing health can be affected by factors outside our control, including watering, planting, soil conditions, fertiliser use, weather, temperature, sunlight, pests, disease, handling and general care.
We therefore cannot provide refunds or replacements for plants that deteriorate as a result of conditions or treatment occurring after delivery.
However, if your plant arrives dead, significantly damaged, incorrectly supplied or otherwise has a problem covered by Australian Consumer Law, please contact us as soon as reasonably possible.
Where possible, please include your order number, a description of the problem and clear photographs of the plant and packaging. Photographs help us assess transport damage and other issues quickly but do not limit any rights you may have under Australian Consumer Law.
Fertilisers, Soil Amendments and Similar Products
Please check the product description, application information and directions before using fertilisers, soil amendments and other garden products.
We cannot accept a change-of-mind return of an opened or used fertiliser, powder, liquid, soil amendment or similar consumable product.
This does not affect your rights if the product is faulty, incorrectly supplied, unsafe or otherwise fails to meet an applicable consumer guarantee.
Customers are responsible for following the product directions and using products appropriately.
Garden Merchandise and Other Products
For garden tools, clothing, accessories and other merchandise, please contact us if you believe an item is faulty, damaged or incorrectly supplied.
Where we voluntarily agree to accept a change-of-mind return, the product must generally be unused, in saleable condition and returned with its original packaging where reasonably applicable. Return postage for an approved change-of-mind return is the customer's responsibility.
Damaged or Incorrect Orders
We take care when packing orders, but occasionally products may be damaged during transport or an incorrect item may be supplied.
If this happens, please contact us as soon as reasonably possible after delivery and provide:
- your order number;
- a brief description of the problem; and
- photographs of the affected product and, where relevant, its packaging.
We will assess the issue and provide an appropriate remedy where required.
Returns
Please contact Quality Gardener before returning a product.
Do not send products to our dispatch location without first receiving return instructions.
Where a product is confirmed to have a problem covered by Australian Consumer Law, Quality Gardener will meet its obligations regarding reasonable return costs.
For approved change-of-mind returns, where offered, return shipping costs are generally the responsibility of the customer.
Refunds
Where a refund is approved, it will generally be issued to the original payment method.
Processing times after a refund has been issued may vary depending on your bank or payment provider.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We will try to accommodate cancellation requests where the order has not yet been packed or dispatched. Once an order has entered the dispatch process, cancellation may no longer be possible.
Contact Us
If there is a problem with your order, please contact Quality Gardener through the contact details provided on our website.
Please include your order number so we can assist you as quickly as possible.