Hoya cv. Mathilde

Terms and Conditions

Sold and delivered by Australian Garden Essentials (ABN 86 532 297 160)

Australian Garden Essentials is proudly Australian owned and operated, we deliver a wide range of garden products direct to your door.

Warranty

Australian Garden Essentials generally offers a 12-month warranty on most products, unless stated otherwise (plants, fertilisers and chemicals do not have a warranty). Please refer to the product listing for the warranty period. Warranties do not apply where items are resold/rented for the purpose of profit.

You are required to notify Australian Garden Essentials within 14 days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be given a Return Authorisation Number (RMA) and you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval. If you do, there is a risk that your returned item may not be identifiable and accepted.

To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.

Refunds generally take up to 10 working days to process and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Returns

Should you wish to return a faulty item, please follow the steps as set out in the Warranty Section.

If your item was purchased in error, or you've simply changed your mind, it may not be too late for a refund. To see if you are eligible please check below:

Applicable freight fees and a 20% re-stocking fee will be deducted from your refund in cases where you have changed your mind and wish to return the product. This also applies to orders cancelled when the item has already been dispatched from our warehouse. We accept Change of Mind returns for 14 days after you have received the item (Live Plants see below). The item must be in a re-saleable condition to qualify for a change of mind refund 

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 the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

Live plants will not be accepted for return. Due to the nature of the product being alive they leave us in excellent condition but may arrive showing signs of stress dependant on the delivery time. For all plant orders it is advisable that your purchase is unpacked, watered and left in a shady cool position for at least 48 hours after arrival. If a perished product arrives then you may be entitled to a replacement or refund. You are required to notify us within 7 days of the purchase arriving and then follow the process in the Warranty Section.

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