Money-Back Guarantee
GUARANTEE & RETURNS:
At Garden Express, we want to ensure that you have a positive purchasing experience. On the off chance your plants get stuck in the mail or haven’t arrived in the best condition, we ask that you reach out to us promptly with any concerns or issues. You can contact us via email at [email protected] or by phone at 1300 606 242, Monday to Friday EST, contacting us through social media platforms may be less reliable, so we encourage you to use our email.
Please note that it’s important to get in touch with our customer service team within 7 days of receiving your order if you have any concerns as claims regarding arrival condition after 7 days of arrival will not be recognised.
Please also remember not to dispose of any items until you’ve spoken to us, as to be eligible for a replacement, credit, or refund, we may request photos or additional information for any item(s) in question.
If you need to make a return, please contact our Customer Service department via email at [email protected] or by phone at 1300 606 242 for authorisation before proceeding. Once again contacting us through social media platforms may be less reliable, so we encourage you to use our email or phone number for a smoother experience.
Authorised returns should be sent to the following address in their original condition:
Garden Express
470 Monbulk Road
Monbulk, VIC 3793
When making a return, please include your name, address, and the Reference/Invoice number from the paperwork accompanying your delivery.
It is also important to mention that discounted ‘end-of-season’ stock is sold on an ‘as is’ basis and is exempt from this guarantee. While this stock is generally sound, we recommend planting these items as soon as possible.
If you have any further questions or require assistance, please don’t hesitate to reach out to our Garden Express Customer Service team.
Phone: 1300 606 242
Email: [email protected]
EXTENDED GUARANTEE:
Although we strive to provide accurate information and descriptions for every item. It is important to note that differences in climate, soils, and growing conditions may affect certain characteristics. The information and images provided serve as a general guide only and may not completely reflect the plant’s appearance when grown in your specific climate or conditions.
All orders are hand packed with care and leave our nursery in the very best possible condition, but there are many factors that affect the growth of live plants once they arrive to you, meaning we are unable to offer a guarantee of success. To give living plants and bulbs the best chance to grow we suggest following growing notes from our growing guide provided free with your first order from Garden Express. You can also access our growing guide online at https://www.gardenexpress.com.au/growing-guide/.
During your plants first growing or flowering season if you happen to encounter any issues with either variety or colour, please notify our customer service department via email at [email protected] or by phone at 1300 606 242, Monday to Friday 8.30am – 5.00pm EST, contacting us through social media platforms may be less reliable, so we encourage you to use either our email or phone for a quicker response.
To be eligible for a replacement, credit, or refund, we may request photos or additional information for any item(s) in question.
Please note that it’s important that you get in touch with our customer service team within the first growing or flowering season if you have any concerns, as claims regarding colour or variety will not be recognised past this point.
GUARANTEE TERMS & CONDITIONS:
If you have ordered the wrong plant or have changed your mind since making your purchase (after it has been shipped) we are unable to accept returns, so it is advised you to make your choices carefully.
It is also important to mention that discounted ‘end-of-season’ stock is sold on an ‘as is’ basis and is exempt from this guarantee. While this stock is generally sound, we recommend planting these items as soon as possible.
Any guarantees/warranties associated with the purchase of garden accessories or hard goods are limited to the individual manufacturers warranty, were possible we will act on your behalf for replacements, but please note you may have to contact the manufacturer to progress with a warranty claim.
If your order is delayed due to an incorrect address being given at time purchase, and time taken to redirect to the correct address, this will not be covered by the arrival guarantee, so please ensure the correct address is provided at time of purchase.
If nobody is available to take receipt of delivery and your goods are left unattended, we are unable to warrant against theft once delivered. This becomes a police matter and Garden Express hold no responsibility for lost or stolen goods.
Disposal of any items before you have spoken to a customer service team member may result in you becoming ineligible for a replacement, credit, or refund, we may request photos or additional information to support you claim for any item(s) covered by any aspect of this guarantee.
