Who reads this?
Here's a summary, and you can read more detail below:
We do take every possible care to grow healthy trees and send these out the variety labeled true to what it should be. However, mistakes do rarely occur and therefore, we can give no warranty expressed or implied as to survival, growth, description or productivity of our trees. There are many factors that impact the plants we supply - the delay in transplanting, drying out of roots, the soil type, the amount of watering / fertilizer applied, presence of soil / air / water borne diseases. We really cannot be held responsible for these factors out of our control. Hence we cannot be held accountable for any plants once they have left the nursery. Having said this, we make sure that we send only healthy plants, and we rarely get a complaint. We do however adhere to the principles of honesty and try and make up for shortfall where we have not been able to deliver what we promise.
Due to seasonal variation in climate and growing conditions, we expect there to be a difference in size of the trees that we send. We reserve the right to refund the trees that we cannot supply. Occasionally we end up with a couple fewer trees to send in winter compared to when we count our trees in March. A tree may become damaged during digging, but there are other factors along the way which are not always in our control. We are affected by frost, drought, wind, water-logging and occasionally a rogue tractor, a falling tree or an oversized possum breaking through the fence. Please make allowances for this.
Finally, we grow our trees to be as disease free as possible. We'll leave it completely up to you how you manage pests / soil / water at your end. Only 99.9% of our trees will successfully transplant and grow. The few that die are unfortunately just part of growing living things. We already ask of these plants an incredible feat - to be packed up and transported across a whole continent.
Plant sizes are difficult to measure accurately as the trees are counted when still in leaf. Its hard to predict how much the trees will grow over the summer, and some varieties will grow larger trees than others, so expect some variation in size. The arbitary cut-off between normal and small is approximate.
Refunds, Returns and Exchanges
We cannot accept returns, refunds or exchanges for our trees after they have been sent from the Nursery. This is due to quarantine restrictions back into Tasmania, and because we cannot guarantee the condition of the roots in transit. We will happily refund any over-payment incurred during the ordering process, and offer reasonable compensation for goods that are deemed defective.
Cancellation within 2 days of your original order will generally be refunded in full.
Cancellation after 2 days or the order or if the order has already been packed, will incur an admin fee of 7% of the total order or $20 minimum. This is because of the admin time taken to process the reversal of stocks and reversal of credit card / bank deposit.
Cancellation of your order is not offered if you simply change your mind, found it cheaper elsewhere, or decided you dont like the products afterall.
Mis-delivieries, Lost, Damaged Parcels, Insurance.
Shipping companies do sometimes make mistakes and we expect prompt contact to sort out any issues.
For damaged parcels, contact must be must be received within 24hrs of parcel arrival and include photos. For mis-delivered parcels, contact must be received within 48hrs from the date the tracking indicating the delivery was made. For undelivered parcels, contact must be received within 4 weeks of parcel dispatch from the nursery. Contact can be made by email, via the contact page of the website, or by phone. For regular shipping, any compensation offered by the shipping company will be forwarded onto the customer where possible. For shipping that includes insurance: claims must be made within the time-frame noted above for it to be valid. Invalid addresses provided on parcels (spelling errors, incorrect postcodes etc) invalidate any refunds from returned parcels or mis-delivered parcels even if uninsured.
Picking up from Nursery
For nursery pickups, it is the customers responsibility to pick the parcel up in a timely manner following notification being sent by email. In circumstances where there is a delay in pickup, you can request us ship the plants to you instead (incurring shipping charges) to make sure the plants get delivered to you earlier.
We will email you with our newsletters (rarely!) only if you consent. Similarly, we will not share your email address with anyone except our sister nursery, and only with your prior consent. We use a trusted credit-card provider to process your payments, and do not store your credit card details ourselves. We have taken care to keep the details that our customers have provided us (address, phone etc) secure and protected.