Refund policy

Healthy Plants, Guaranteed at Delivery

We take great care to ensure your plants arrive looking their best and in good health. Please check your plants at the time of delivery or pickup and let us know immediately if something isn’t right.

Refunds & Eligibility

Refunds may be approved if:

  • A plant arrives damaged

  • A plant arrives unhealthy

  • We made an error with your order

If an issue is identified, please contact us on the same day of delivery with a photo so we can assist promptly.

After Delivery

Once plants have been delivered and accepted, their ongoing care is outside of our control. Plants require appropriate watering, placement, and care, and for this reason we’re unable to offer refunds for plants that decline due to neglect, weather exposure, or environmental conditions after delivery.

If You’re Concerned About a Plant

If your plant isn’t looking its best within the first few days, please reach out to us at contact@mountainviewnursery.com.au. While refunds may not apply, we’re always happy to offer care advice and help you get your plant back on track.

Order Cancellation – Change of Mind

If an order is cancelled by the customer due to a change of mind, Mountain View Nursery reserves the right to retain a 10% cancellation fee. This helps cover non-recoverable costs, including (but not limited to) Shopify platform fees, card processing fees, refund transaction fees, and administrative handling.

The remaining balance will be refunded to the original payment method once the cancellation has been processed.

Refund Processing

Once a refund is approved, it will be processed promptly. Please note that banks and credit card companies may take several business days to complete the transfer.

Non-Returnable Items

  • Sale or discounted plants

  • Gift cards

  • Plants that decline after delivery due to care or environmental conditions