Refund policy
Returns and Refunds Policy
While we strive to ensure you have the best experience with us, we are not required to provide a refund or replacement if you change your mind. If you’re unhappy with a choice you’ve made, let us know and we’ll see what we can do for you.
You can choose a refund or exchange if an item has a major problem. This is when the item:
- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn’t do what we said it would, or what you asked for, and can’t be easily fixed.
Plants are living things and we take the utmost care when preparing your order. If you have any issues with the way your order is upon collection, please let us know prior to leaving the store so we can correct it for you.
While we guarantee that every plant we sell is healthy, we cannot guarantee the size a plant will be or the way a plant will look. Plants grow and change throughout the year. Please keep this in mind when placing an order.
We will not accept returns for plants that a customer considers too small or that look different than expected.
Order Pickup Policy
Collection Timeframe
Orders paid for online must be collected from 75 Manning Road, Bentley within 3 days of purchase.
After 3 days, plant condition may decline and we cannot guarantee their health.
If your order is still uncollected after 7 days, we may cancel it and process a refund.
It is the customer’s responsibility to collect their order within the pickup timeframe.
Plant Condition Disclaimer
Plants are living products and require ongoing care.
We will always hold plants in good faith and provide appropriate care, but plant condition naturally declines if not collected promptly.
We cannot offer refunds, replacements, or guarantees for plants that remain uncollected beyond the 3-day pickup window. Plants held beyond 3 days remain the responsibility of the customer, and we cannot guarantee plant condition during this time.
Fees
Transaction Fee
Refunds for change of mind or cancelled pickups will incur a small fee to cover Shopify / PayPal transaction costs.
Any returns or refunds covered by Australian Consumer Law will have these fees waived.
Returns for the following reasons will incur this fee:
• Change of mind
• Cancellation due to being unable to pick up an order
• If we are unable to contact you and refund your order after 7 days
Restocking Fee for Uncollected Orders
If your order is still uncollected after 7 days, we may cancel it and process a refund via the original payment method, minus:
• a 20% restocking fee (minimum $5), or
• the cost of any perished plants,
whichever is greater.
This fee is in addition to the Transaction Fee.
We will attempt to contact you before cancelling and refunding the order.
Restocking fees apply only when an order remains uncollected despite reasonable attempts to contact the customer.
Plants that have deteriorated beyond a sellable condition will be safely disposed of as required.
To Change or Cancel an Order
After placing an order, please contact us as soon as you can at online@kambagc.com.au or call (08) 9458 5944 to let us know if you would like to cancel an order or make any changes/correct any mistakes. Cancelled orders will be refunded via the original payment method minus the fees listed above. Refunds can take up to a week to appear in your account.
Changes can be made to your order prior to leaving our store premises. Once an order has been picked up, any changes must abide by our Refunds and Returns Policy as above.
If you’re picking up a Click & Collect order, you may look through our store and make any changes you’d like prior to leaving with your order.
Pickup Only
Orders by default are pickup only from Kambarang Garden Centre (Bentley).
Delivery can be arranged (within the Perth metropolitan area) by emailing office@kambagc.com.au or calling (08) 9458 5944 between 9 am and 5 pm.
Delivery will incur an additional external delivery fee depending on the distance and size of the order.
Contact
For any questions about refunds, returns or collection, please contact Kambarang Garden Centre at (08) 9458 5944 or email online@kambagc.com.au.