Refund policy
Returns, Refunds & Cancellations Policy
Effective Date: 21 September 2026
At Mountain View Nursery, we take great care when selecting, preparing and transporting your plants. As plants are living products, they can naturally vary in appearance and may respond differently once they leave our care.
This policy explains how we handle order issues, returns, refunds, cancellations and Special Orders.
Nothing in this policy limits your rights under the Australian Consumer Law.
If There’s a Problem With Your Order
Please inspect your plants when they are delivered or collected.
If a plant arrives damaged, in poor health, is incorrect, or there is another issue with your order, please contact us as soon as possible, ideally on the day of delivery or collection.
Where possible, please include photographs so our team can assess the issue quickly.
Depending on the circumstances, an appropriate solution may include:
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a replacement;
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an alternative plant;
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a refund or partial refund;
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store credit; or
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another appropriate remedy.
Each situation is assessed individually, and any rights you have under the Australian Consumer Law continue to apply.
Change of Mind
As plants are living products, we do not generally accept returns, exchanges or refunds for change of mind once an order has been delivered or collected.
Change of mind may include situations where you:
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no longer require the plants;
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change your landscaping or planting plans;
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find the product elsewhere; or
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decide the plant is no longer suitable for your intended purpose after purchase.
Sale and clearance items are also not eligible for change-of-mind returns or refunds.
This does not affect your rights where a product fails to meet a consumer guarantee under the Australian Consumer Law.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Where a standard order has not yet been prepared, packed, sourced or dispatched, we will do our best to accommodate your cancellation request.
Once an order has been prepared, sourced or dispatched, cancellation may no longer be possible.
Special Orders are subject to the additional conditions below.
Special and Custom Orders
A Special Order includes plants, varieties, sizes or quantities sourced specifically for you, including tube stock, bulk quantities and other stock we would not ordinarily hold or order in that form.
Because Special Orders require us to commit to stock with growers or suppliers, they are not eligible for cancellation or refund due to change of mind once sourcing, ordering or allocation has commenced, except where otherwise agreed by Mountain View Nursery or required by law.
If a cancellation request is made before we have committed to the stock, we may agree to cancel the order.
Where sourcing or ordering has already commenced, we may, at our discretion, agree to a cancellation or partial refund as a goodwill exception. Any refund may be reduced to account for reasonable, non-recoverable costs already incurred, including supplier commitments, freight, handling or stock sourced specifically for you.
Supplier availability and estimated arrival dates may change due to growing conditions, seasonal availability, freight schedules or supplier delays.
Where a Special Order forms part of a larger order, a delay or issue affecting that item does not automatically entitle you to cancel or receive a refund for unaffected items, except where required by law.
If we are ultimately unable to supply a Special Order item, we will contact you to discuss an appropriate alternative, replacement or refund for the affected item.
After Your Plants Arrive
Once plants have been delivered or collected, their ongoing health and performance can be affected by factors outside our control, including:
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planting conditions;
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watering practices;
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weather and climate;
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soil conditions;
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pests and diseases; and
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general care and maintenance.
We are therefore unable to provide refunds for plants that decline because of environmental conditions, neglect, incorrect planting or care, or other circumstances outside our control.
If a plant isn't looking its best within the first few days, please get in touch. Even where a refund may not apply, our team is happy to provide care advice and help troubleshoot what may be happening.
Gift Cards
Gift cards are not refundable for change of mind, except where required by law.
Refund Processing
Where a refund is approved, it will generally be returned to the original payment method.
We will process approved refunds promptly; however, banks and payment providers may take several business days to return the funds to your account.
Australian Consumer Law
Our products come with consumer guarantees under the Australian Consumer Law that cannot be excluded by this policy.
Where a product fails to meet an applicable consumer guarantee, you may be entitled to a remedy such as a replacement, refund or other appropriate solution depending on the circumstances and whether the failure is major or minor. (ACCC)
The change-of-mind and Special Order conditions outlined above do not limit those statutory rights.
Need Help?
If something doesn't seem right with your order or you're unsure whether you're eligible for a return, refund or replacement, please get in touch with our team.
Mountain View Nursery
📧 contact@mountainviewnursery.com.au
📍 Moruya, New South Wales, Australia