Refund policy

Return & Refund Policy

Healthy Plants, Guaranteed at Delivery

We take great care to ensure your plants arrive healthy and in good condition.

Please inspect your order upon delivery or collection and let us know promptly if something isn't right.

Refunds & Eligibility

Refunds, replacements or store credits may be offered where:

  • a plant arrives damaged;

  • a plant arrives in poor health;

  • an incorrect item has been supplied; or

  • an error has occurred with your order.

If an issue is identified, please contact us as soon as possible, preferably on the day of delivery or collection, and provide photographs so we can assist promptly.

Each situation is assessed individually, and we will always work with customers to find a fair and reasonable solution.

After Delivery

Once plants have been delivered and accepted, their ongoing care is outside of our control.

Plants are living products and their health and performance are influenced by factors including:

  • planting conditions;

  • watering practices;

  • weather and climate;

  • pests and diseases;

  • soil conditions; and

  • general care and maintenance.

For this reason, we are unable to offer refunds for plants that decline after delivery due to environmental conditions, neglect, incorrect planting or circumstances beyond our control.

Need Help With a Plant?

If a plant isn't looking its best within the first few days, please get in touch.

Even where a refund may not apply, we're always happy to provide care advice and help you get your plant back on track.

📧 contact@mountainviewnursery.com.au

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Where an order has not yet been prepared, packed, sourced or dispatched, we will do our best to accommodate cancellation requests.

For change-of-mind cancellations, Mountain View Nursery reserves the right to retain a cancellation fee of up to 10% to help recover non-refundable costs, including payment processing fees, platform fees and administration costs.

The remaining balance will be refunded to the original payment method.

Orders that have already been prepared, specially sourced, dispatched or delivered may not be eligible for cancellation or refund.

Non-Returnable Items

The following items are generally not eligible for return or refund:

  • sale or clearance items;

  • gift cards;

  • specially sourced or custom orders;

  • plants that decline after delivery due to care or environmental conditions; and

  • change-of-mind purchases after dispatch or delivery.

Refund Processing

Once approved, refunds will be processed promptly.

Please note that banks and credit card providers may take several business days to complete the transfer.

Australian Consumer Law

Nothing in this policy excludes or limits any rights available under the Australian Consumer Law.

Customers are entitled to remedies available under the Australian Consumer Law for products that fail to meet consumer guarantees.

If you have any questions regarding returns or refunds, please contact us and we'll always do our best to help.