Returns and Refunds Policy

Kambarang Garden Centre is not required to provide a refund, exchange or store credit if you change your mind. If you are unhappy with a purchase, contact us and we may choose to assist at our discretion. This does not affect your rights under the Australian Consumer Law.

Australian Consumer Law

Our products, including live plants, come with consumer guarantees that cannot be excluded under the Australian Consumer Law. A product has a major problem when it:

•         has a problem that would have stopped someone from buying it if they had known about the problem

•         is unsafe

•         is significantly different from its sample or description

•         cannot do what we said it would do, or what you asked for, and cannot easily be fixed within a reasonable time.

For a major problem, you may choose a refund or replacement. You may also choose to keep the product and seek compensation for the reduction in value caused by the problem.

For a minor problem, Kambarang Garden Centre may choose an appropriate remedy. If the problem cannot be remedied within a reasonable time, you may be entitled to a refund, replacement or another remedy available under the Australian Consumer Law.

We may assess a product before providing a remedy. We may ask for reasonable proof of purchase, such as a receipt, online order number, Retail Express customer record or card statement. An original receipt is not the only acceptable form of proof.

Live Plants

Plants are living products whose appearance and condition change naturally with growth, season and care. We inspect plants and take reasonable care to ensure they are healthy and fit for sale when supplied.

Product photographs are representative only. Natural variation in plant size, colour, seasonal appearance and growth habit is not considered a fault. This does not affect your rights where a plant is materially different from its description or sample, incorrectly identified or otherwise fails to meet a consumer guarantee.

We generally do not accept change-of-mind returns for live plants because of plant health and biosecurity risks. Customers collecting an online order may inspect it and request discretionary changes before leaving the store.

We encourage you to inspect your order at collection and notify us promptly of any concerns. Not identifying a problem before leaving the store does not limit your rights under the Australian Consumer Law.

If you notice a potential problem shortly after collection, contact us as soon as reasonably possible. We may ask you to return the plant for inspection. If the plant has been planted or has been in your possession for an extended period, contact us with clear photographs before returning it so that we can assess the concern without unnecessarily introducing a possible pest or disease risk to the nursery.

Consumer guarantees do not apply to deterioration or damage caused by neglect, unsuitable conditions, incorrect planting, misuse or other events occurring after supply. We will consider the plant’s condition when supplied, the time elapsed, the care provided and the nature of the reported problem.

Click & Collect

Collection Timeframe

Orders paid for online must be collected from 75 Manning Road, Bentley within three days after we notify you that the order is ready for collection.

After three days, plant condition may decline. We are not responsible for deterioration caused by a customer’s delay in collecting an order.

If an order remains uncollected seven days after the ready-for-collection notification, we may cancel it after making reasonable attempts to contact you.

It is the customer’s responsibility to collect the order within the stated timeframe or contact us promptly to make another arrangement.

Plant Condition After Delayed Collection

Plants are living products and require ongoing care.

We will hold plants in good faith and provide reasonable care, but their condition may naturally decline when collection is delayed.

We do not provide a remedy for deterioration caused by collection occurring outside the three-day collection period. This does not exclude rights relating to a problem that existed when the plant was supplied or was not caused by the collection delay.

Cancellation and Uncollected-Order Deductions

Payment Processing Costs

Where we agree to a change-of-mind cancellation, or cancel an uncollected order because the customer has not collected it, we may deduct only the actual payment-processing fee that Shopify or PayPal does not return to us for that transaction.

No payment-processing deduction applies to a remedy required by the Australian Consumer Law or when we cancel an order because we cannot supply it.

A payment-processing deduction may apply to:

•         a discretionary change-of-mind refund

•         a cancellation requested because the customer cannot collect the order

•         an uncollected order cancelled after seven days and reasonable attempts to contact the customer.

Deteriorated Plants in Uncollected Orders

If an uncollected order contains plants that have deteriorated because of the collection delay and can no longer be sold at their original value, we may also deduct the actual loss in value of the affected plants. Any deduction will be limited to the amount paid for those affected plants.

We will make reasonable attempts to contact you before cancelling and refunding an uncollected order.

Plants that have deteriorated beyond a saleable condition may be disposed of safely.

Changing or Cancelling an Order

After placing an order, contact us as soon as possible at online@kambagc.com.au or (08) 9458 5944 if you need to cancel it, change it or correct a mistake. Any refund will be made to the original payment method, less only the deductions permitted above. Processing times depend on the payment provider and financial institution.

You may request changes before leaving the store. Once an order has been collected, any return or remedy will be handled under this policy.

If you are collecting a Click & Collect order, you may inspect the order and request discretionary changes before leaving the store.

If stock is unavailable, damaged or affected by an inventory or pricing error, we may offer an alternative. If you do not accept the alternative, or no suitable alternative is available, we will cancel the affected item or order and provide a full refund without deductions.

Collection and Delivery

Online orders are pickup only by default from Kambarang Garden Centre at 75 Manning Road, Bentley.

Delivery within the Perth metropolitan area may be arranged separately by emailing online@kambagc.com.au or calling (08) 9458 5944 between 9 am and 5 pm.

Delivery incurs an additional fee based on the distance and size of the order. We do not dispatch or deliver orders interstate.

Contact

For questions about refunds, returns, collection or delivery, contact Kambarang Garden Centre at online@kambagc.com.au or (08) 9458 5944.