At GARDEN Shop, we want you to be completely satisfied with your plant purchases, just as we take care in nurturing each agapanthus, bottlebrush, and bush tucker plant in our collection. If for any reason you’re not happy with your order, our returns and exchanges policy is designed with the same care we give to our coastal plants and bee-friendly varieties.

Our Returns Policy

We accept returns and exchanges within 15 days of receiving your order. Please note that due to the delicate nature of living plants, some items may not be eligible for return (see section below).

Non-Returnable Items

To protect the health of our plants and ensure quality for all customers, the following cannot be returned:

  • Bulbs (once planted or if packaging is opened)
  • Bonsai plants (due to their specialized care requirements)
  • Any plants showing signs of disease or pest damage (please contact us immediately at [email protected] for assistance)
  • Personalized or special order anniversary & celebration plants

Return & Exchange Process

  1. Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order. Include your order number and details about the item you wish to return or exchange.
  2. Receive Instructions: We’ll respond within 2 business days with return authorization and shipping instructions.
  3. Package Carefully: Securely pack the plant in its original packaging if possible, including any plant tags or care instructions.
  4. Ship Back: Send the package to our nursery at 37 Arthur Street, EENAWEENA, AU 2824 using a trackable shipping method. You’re responsible for return shipping costs unless the return is due to our error.
  5. Inspection: Once received, we’ll inspect the plant within 3 business days.
  6. Resolution: We’ll process your refund or ship your replacement, depending on your preference and product availability.

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear GARDEN Shop Team,

I would like to request a [return/exchange] for my order #[Your Order Number] received on [Date].

Item(s) for return/exchange:
– [Plant Name]
– [Quantity]
– [Reason for return/exchange]

Please advise on the next steps for processing this request.

Thank you,
[Your Full Name]
[Your Contact Information]

Refund Information

Once your return is approved:

  • Timing: Refunds are processed within 5 business days after we receive and inspect your return.
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error.
  • Exchanges: For exchanges, we’ll ship your replacement plant once the return is processed. Shipping fees may apply unless the exchange is due to our error.

Damaged or Incorrect Items

If your plants arrive damaged or if you received incorrect items:

  1. Contact us immediately at [email protected] with photos of the damaged/incorrect items.
  2. We’ll typically send replacements at no additional cost (subject to availability) or issue a full refund if preferred.
  3. In some cases, we may ask you to return the items, in which case we’ll provide a prepaid shipping label.

At GARDEN Shop, we stand behind our plants with the same confidence we have in our best-selling varieties and Australian native selections. Your satisfaction is as important to us as the health of our air-cleaning plants and butterfly food plants.

For any questions about our returns policy, don’t hesitate to contact our friendly team at [email protected].

Happy gardening,
The GARDEN Shop Team