Returns & Refund Policy

At Viators Nursery, we take great care in selecting, preparing and packaging our plants so they arrive healthy and in good condition.

Because plants are living and perishable products, they require different return arrangements from ordinary retail goods. This policy explains how we handle damaged, unhealthy or incorrect plants, change-of-mind requests and refunds.

Nothing in this policy limits or excludes any rights or remedies available to you under the Australian Consumer Law (ACL).

Live Plants

Due to the living and perishable nature of plants, Viators Nursery does not accept returns or exchanges of healthy live plants for change of mind.

Please choose your plants carefully before placing your order.

Once a plant has been dispatched, changes in temperature, light, humidity, watering and other environmental conditions can affect its appearance and health. Plants may also experience some temporary stress during transport.

This does not affect your rights under the Australian Consumer Law if a plant is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

Damaged, Unhealthy or Incorrect Plants

Please inspect your plants as soon as reasonably possible after delivery.

If a plant arrives:

• damaged during transit;
• in materially poor health;
• dead on arrival;
• significantly different from the product ordered; or
• as the wrong plant or product,

please contact us as soon as possible and preferably within 48 hours of delivery at support@viatorsnursery.com.

To help us assess the issue, please provide:

• your order number;
• a description of the problem;
• clear photographs of the entire plant;
• close-up photographs showing the damage or health issue; and
• photographs of the packaging where transport damage may have occurred.

Please retain the plant and packaging until we have assessed your claim.

Where appropriate, Viators Nursery may offer a replacement, refund, partial refund, store credit or another suitable remedy. Your statutory rights and the remedy available to you under the Australian Consumer Law will depend on the circumstances and whether the problem constitutes a major or minor failure.

The 48-hour notification period assists us in identifying problems that may have occurred during packing or transport. It does not limit any rights you may have under the Australian Consumer Law.

Natural Plant Variation

Plants are natural living products and no two plants are identical.

Unless a particular plant is expressly advertised as the exact plant you will receive, photographs on our website may be representative of the species, cultivar, size or grade being offered.

Reasonable differences may occur in:

• height and width;
• branch structure;
• leaf size and number;
• foliage colour;
• flowers or flowering stage;
• seasonal appearance;
• trunk or stem form;
• root development; and
• other natural characteristics.

Minor natural variation is not considered a fault where the plant supplied reasonably corresponds with its description.

Minor Transit Stress

Plants may show temporary signs of stress following transport, including:

• minor leaf loss;
• slight wilting;
• minor leaf or branch movement;
• small amounts of soil displacement;
• minor cosmetic leaf damage; or
• temporary changes in appearance caused by being boxed and transported.

These symptoms do not necessarily indicate that a plant is unhealthy or faulty.

If you are concerned about the condition of a plant when it arrives, please contact us before repotting, pruning, fertilising or otherwise altering the plant so that we can assist you and assess its condition.

Plant Care After Delivery

Once delivered, plants are affected by their new growing environment and the care they receive.

Viators Nursery cannot ordinarily accept responsibility for deterioration caused after delivery by circumstances such as:

• overwatering or underwatering;
• unsuitable light or temperature;
• frost, heat, wind or other weather conditions;
• unsuitable soil or growing media;
• incorrect fertiliser or chemical application;
• pest or disease exposure occurring after delivery;
• failure to follow appropriate plant-care instructions;
• inappropriate planting or transplanting;
• root disturbance;
• pruning, wiring or other bonsai work;
• repotting;
• physical damage caused after delivery; or
• neglect or improper handling.

This section does not exclude any rights you may have under the Australian Consumer Law where the plant itself failed to meet an applicable consumer guarantee.

Repotting, Pruning and Alteration

If you believe there is a problem with a newly received plant, please contact us before carrying out significant work on it wherever reasonably possible.

Claims may be more difficult to assess after a plant has been substantially altered, including through:

• repotting;
• root pruning;
• structural pruning;
• wiring;
• trunk or branch bending;
• defoliation;
• application of chemicals; or
• planting into the ground.

Where the condition of a plant has been caused or materially contributed to by treatment or alteration after delivery, Viators Nursery may not be responsible for that deterioration.

Your rights under the Australian Consumer Law remain unaffected.

Change of Mind

Viators Nursery does not offer refunds, returns or exchanges for change of mind on live plants.

Change of mind includes situations where you:

• decide you no longer want the plant;
• choose the wrong plant, species, cultivar or size;
• find a similar product elsewhere at a lower price;
• decide the plant is unsuitable for your garden after purchase where Viators Nursery was not asked to advise on suitability; or
• no longer have a use for the plant.

If you contact us before your order has been prepared or dispatched, we may agree to cancel the order at our discretion.

Sale and Discounted Items

Sale, clearance and discounted items are not eligible for a refund or exchange merely because you change your mind.

However, purchasing an item on sale does not remove any rights you may have under the Australian Consumer Law if that item is faulty or otherwise fails to meet an applicable consumer guarantee, unless the particular fault was disclosed to you before purchase.

Special Orders

Plants or products sourced or prepared specifically at a customer's request may not be cancelled or returned for change of mind once Viators Nursery has committed to sourcing or preparing the order.

This does not affect your rights under the Australian Consumer Law.

Failed or Delayed Delivery

Customers are responsible for providing accurate delivery details and, where appropriate, ensuring there is a safe location for delivery.

Where deterioration or damage occurs because of circumstances outside Viators Nursery's reasonable control after an attempted delivery — including an incorrect address, failure to collect an awaiting parcel within a reasonable time, or the plant being left in unsuitable conditions after delivery — we will assess the circumstances individually.

Nothing in this section limits any responsibility Viators Nursery may have under the Australian Consumer Law.

Biosecurity and Shipping Restrictions

Australian states and territories have different restrictions governing the movement of plants and plant material.

If we discover before dispatch that an order cannot legally or reasonably be sent to your location because of quarantine or biosecurity restrictions, we may cancel the affected item or order and provide an appropriate refund.

Customers must not knowingly request delivery of plants into an area where possession or importation of those plants is prohibited.

Exchanges

We do not ordinarily offer exchanges on healthy live plants.

If we have supplied the wrong plant or there is another problem covered by Australian Consumer Law, we will assess the matter and provide the appropriate remedy.

Returns

Please do not send plants or other products back to Viators Nursery unless we have first authorised the return.

In many cases involving live plants, photographs and other information will allow us to assess the issue without requiring the plant to be returned.

If a physical return is required, we will provide you with instructions, including where the product should be sent and, where applicable, arrangements for return shipping.

Unauthorised returns may not be accepted.

Refunds

If a refund is approved, it will generally be processed to the original payment method.

Please allow up to 10 business days after we process the refund for it to appear in your account. Processing times can vary between banks and payment providers.

If more than 15 business days have passed since we confirmed that your refund was processed and you have not received it, please contact us at:

support@viatorsnursery.com

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement, refund or other remedy if a product fails to meet a consumer guarantee.

For a major failure, you may be entitled to choose a refund or replacement and to compensation for other reasonably foreseeable loss or damage. Where a failure is not major, Viators Nursery may be entitled to provide an appropriate remedy within a reasonable time.

Nothing in this Returns & Refund Policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law or any other applicable law.

Contact Us

For questions about a delivery, damaged plant, return or refund, please contact:

Viators Nursery
Email: support@viatorsnursery.com

Please include your order number when contacting us about an existing order.