Refund policy

We want you to be happy with your plants.

Please check your plants as soon as they arrive and let us know within 24 hours if there are any issues. Photos help us assess things quickly and fairly.

Our 30-Day Customer Happiness Guarantee covers plant health issues caused by delivery or transit. Because plants are living products, we can’t cover problems caused by planting conditions, watering, weather, or aftercare once plants are delivered.

If an issue is confirmed, we’ll either replace the affected plant or refund its purchase price. Delivery fees and third-party costs aren’t refundable.

Your rights under Australian Consumer Law always apply.

 

Inspection & Claims

Customers must inspect all plants immediately upon delivery.

If there is any issue with the condition of a plant, you must notify Plant Nest within 24 hours of delivery. Claims must be supported by clear photographic evidence, including:

• A photo of the full plant
  
• A close-up image clearly showing the issue
  
• A photo of the pot or identifying label

Claims submitted outside this 24-hour period, or without sufficient photographic evidence, will not be accepted.

 

30-Day Customer Happiness Guarantee (Clarified)

Plant Nest offers a 30-Day Customer Happiness Guarantee in addition to your rights under Australian Consumer Law.

This guarantee applies only to plant health issues that are clearly attributable to the condition of the plant at the time of delivery or during transit.

The guarantee does not apply to issues resulting from:

• Incorrect watering, planting, handling, or positioning
  
• Unsuitable soil or site conditions
  
• Weather exposure, including heat, frost, wind, or heavy rain
  
• Delay in planting after delivery
  
• Lack of appropriate aftercare or maintenance
  

Live plants are perishable goods, and their performance after delivery is influenced by factors beyond Plant Nest’s control.

 

Remedies

If a claim is accepted, Plant Nest may, at its discretion:

• Replace the affected plant, or
• Refund the purchase price of the affected plant only

Remedies apply strictly to the affected plant. Delivery fees, labour costs, landscaping costs, and any indirect or third-party expenses are non-refundable.

 

Limitation of Liability

To the maximum extent permitted by law:

• Plant Nest’s liability is limited to the value of the affected plant only
• Plant Nest is not liable for any indirect, incidental, or consequential loss, including project delays or associated costs

Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law that cannot be lawfully excluded.

 

External Factors

Plant Nest is not responsible for loss, damage, or delay caused by circumstances outside our reasonable control, including but not limited to:

• Weather events
• Site access restrictions
• Biosecurity or quarantine requirements
• Transport disruptions beyond reasonable control