Returns & Refunds Policy

At our nursery, we take great pride in growing and supplying healthy, high-quality plants that meet industry standards and comply with all Queensland biosecurity requirements. Because plants are living, perishable, and naturally variable, it is the customer’s responsibility to understand the nature of purchasing live plants before placing an order.

We encourage all customers to read this policy carefully.

 

Understanding Natural Plant Variation

When you purchase a plant from us, you are purchasing the variety, not an identical duplicate of a photo. Each plant is unique, and natural variation is expected.

Plant appearance can be influenced by factors such as:

• The growing season

• Time of year

• Weather conditions

• Age of the plant

• Natural genetic differences

These natural variations are normal and do not qualify a plant as faulty or eligible for a refund.

 

Seasonal Differences in Plant Size

Throughout the year, different seasons naturally affect plant growth. Some seasons may produce taller, fuller plants, while others produce more compact or younger growth.

Regardless of size at the time of purchase, all plants will continue to grow and thrive with the correct care. Variations in size due to seasonal conditions are not considered defects and are not grounds for returns or refunds.

 

Why We Measure by Pot Diameter (Industry Standard)

Plants are measured by pot diameter, not height, because height varies significantly between seasons, plant varieties, and individual growth stages. Height is not a reliable or consistent measurement.

Using pot diameter is the horticultural and retail industry standard because it reflects:

• Age of the plant

• Root development

• Growing stage

When growing thousands of plants at one time, pot diameter is the only practical and accurate way to bulk-measure plants consistently. This ensures customers receive plants within the correct age and maturity range, even when visible height varies.

 

Our Commitment to Quality & Biosecurity

Every plant we sell:

• Meets retail nursery quality standards

• Complies with Queensland biosecurity measures

• Is inspected before dispatch or pickup

• Is healthy, well-rooted, and ready for long-term growth

We put great care into the health of all our plants. However, once a plant leaves our nursery, its ongoing health depends on the customer’s care and environment.

 

No Returns or Refunds for Live Plant Purchases

Because plants are perishable, living products, we do not accept returns, exchanges, refunds, or store credit for any of the following:

• Change of mind

• Natural variation in size, colour, or appearance

• Seasonal differences in growth

• Preference or expectation differences

• Incorrect installation, care, or handling once in the customer’s possession

This “no returns” policy is lawful under Australian Consumer Law for change-of-mind or preference-based reasons, especially for perishable items such as plants.

 

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), customers may still be entitled to a remedy only if a product has a major fault — meaning the plant:

• is dead or severely unhealthy at the time of delivery or pickup,

• was incorrectly described eg: the plant was not the correct variety NOT the aesthetic of the plant

• or does not meet the basic guarantees of acceptable quality eg: health not aesthetics

These cases are extremely rare due to our stringent quality checks. Natural variation, seasonal size differences, and normal living-plant characteristics do not constitute faults under ACL.

We will always act in accordance with the ACL, but we cannot and do not accept returns or refund requests for issues that stem from natural plant variability or customer care.

 

Our Mission

Our mission is to provide customers with a wide range of beautiful, healthy plants grown to industry standards. We value transparency and want every buyer to understand the natural characteristics of plants so they know what to expect.

By purchasing from us, you acknowledge and accept the nature of live plants, including variation in growth, seasonal changes, and industry-standard sizing.