Refund policy

Return & Refund Policy

At Gardenwize, we want you to shop with confidence. Please read our policy carefully before making a purchase.

Plants & Living Products (Biosecurity Policy)

Due to strict Australian biosecurity regulations and plant health risks, we cannot accept returns or exchanges on plants, seedlings, bulbs, tubestock, or any living products.

This policy is in place to: - Prevent the spread of pests and diseases - Protect our nursery and customers - Comply with biosecurity standards

Please choose carefully. If you are unsure about plant suitability, growing conditions, or care requirements, we are happy to help before you purchase.

If your plant arrives damaged or incorrect, please contact us within 48 hours of delivery or collection with clear photos so we can assess the issue.

Garden Supplies, Pots & Hardgoods

We accept returns on non-living items such as: - Pots and planters - Tools - Fertilisers and soil amendments (unopened) - Garden décor - Accessories

Return conditions: - Item must be unused and in original packaging - Returned within 14 days of purchase - Proof of purchase is required

Refunds will be issued to the original payment method once the item has been inspected.

Shipping costs are non-refundable unless the item is faulty or incorrect.

Faulty or Damaged Items

Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product is faulty, not as described, or does not do what it is supposed to do.

If you receive a faulty or damaged item, please contact us within 7 days with: - Your order number - Photos of the issue - A brief description

We will resolve the matter as quickly as possible.

Delivery Issues

If your order arrives damaged in transit: - Notify us within 48 hours - Provide photos of packaging and product

We may request the item be returned before issuing a refund or replacement.

Change of Mind

We do not offer refunds for change of mind on: - Plants and living products - Sale or clearance items - Special orders

For eligible hardgoods, change-of-mind returns must meet the conditions listed above.

How to Start a Return

Please contact us at:

Email: gardenwize@bigpong.com Phone: (07) 3712 0352 Store Location: 605 Seventeen Mile Rocks Rd, Seventeen Mile Rocks, QLD 4073

We will provide instructions for returning eligible items.