Refund policy

 

We pack our plants with care and they should arrive safely. If you have any concerns about your plants, please contact us as soon as possible.

Our plants come with guarantees that cannot be excluded under the Australian Consumer Law. This policy explains how we handle problems; it doesn't limit those rights.

How to make a claim

Contact us or email hello@springpark.com.au with your order number, a description of the problem and photos of the plant. We may ask a few questions. We'll let you know the outcome by email.

The time frames below are when we need to hear from you so we can assess the plant properly. If you contact us later, we'll still consider your claim.

Major problems

A plant that arrives dead, seriously damaged or unable to establish has a major problem. Please tell us within:

• 48 hours of delivery or collection for most plants; or
• 90 days for bare-root roses, as problems with dormant plants can take longer to show.

If we agree the plant had a major problem when you received it, you can choose:

1. a replacement of the same variety, sent at no cost to you as soon as it's available (for seasonal plants this may be the next season); or
2. a refund.

If the same variety isn't available next season either, we'll offer an alternative chosen with you, or a refund.

Minor problems

A fault that can reasonably be fixed, for example by pruning back to healthy growth, where the plant is still expected to establish and grow, is a minor problem. We'll offer one or more of: advice on fixing it, a partial refund, a credit toward a future purchase, or a replacement.

Wrong variety

Please tell us within 90 days of delivery or collection, or by the end of the plant's first flowering season after delivery if that is later. Send photos of the foliage, any flowers and the label.

If we agree it is the wrong variety, you can choose a replacement of the correct variety, sent at no cost to you as soon as it's available, or a refund.

When this policy doesn't apply

It doesn't cover problems caused after delivery or collection by how the plant was handled, planted or cared for, or by conditions outside our control such as extreme weather.

We don't accept change-of-mind returns once an order has been delivered or collected. To cancel an order before then, see our Cancellations policy.

Images and descriptions

We take care to describe our plants accurately and show true colours, but plants vary with growing conditions and colours can look different on screen. A plant that differs somewhat from its photo is not necessarily faulty.