Refund & Returns Policy
Last updated: 15 October 2026
We want you to be completely happy with your plants. This policy explains what to do if something isn't right with your order. It applies to all orders placed on canberraonlinenursery.com.au.
In short: if a plant arrives damaged, unhealthy or isn't what you ordered, contact us within 48 hours of delivery with your order number and photos. We'll replace it on our next delivery day or give you a full refund. You won't need to post anything back to us.
Damaged, faulty or incorrect items
If your order arrives with any of these problems:
- a plant damaged in transit
- a plant in poor health on arrival
- the wrong plant, pot size or quantity
- a missing item
Email orders@canberraonlinenursery.com.au or call 0401 260 263, ideally within 48 hours of delivery. Include your order number and clear photos of the problem. Reporting it quickly lets us check the plant and fix the problem fast.
After we review it, we'll offer you:
- a replacement, delivered free on our next available delivery day, or
- a full refund for the affected item(s)
We deliver our own orders, so if a plant needs to come back we'll collect it free of charge when we drop off the replacement. You never pay return postage.
Change of mind and cancellations
Our plants are living products that are watered, handled and transported to your door, so we can't accept change-of-mind returns or cancellations once an order has been placed. Please check plant sizes and growing conditions on each product page before ordering. If you're unsure, give us a call and we're happy to help you choose.
After planting
Once a plant is in the ground, how it grows depends on things outside our control, such as watering, soil, frost, heat and pests. For that reason we don't offer refunds for plants that decline after planting, unless the plant was faulty when we supplied it. If a plant is struggling, please get in touch and we're happy to help.
How refunds are paid
- Refunds go back to your original payment method.
- We process approved refunds within 2 business days. Depending on your bank, it can take another 3–10 business days to appear in your account.
- If your whole order was wrong or faulty, we'll also refund the delivery fee.
Missed or failed deliveries
If we can't deliver because an address was entered incorrectly or the drop-off location wasn't accessible, we'll contact you to arrange another time. A second delivery fee may apply. Let us know at checkout if you have special instructions, such as a side gate or a safe spot to leave plants.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits your rights under the Australian Consumer Law. The 48-hour timeframe above is how to get the fastest fix, not a limit on those rights.
Contact us
Canberra Online Nursery · ABN 37 358 737 581
Email: orders@canberraonlinenursery.com.au
Phone: 0401 260 263 (Monday to Friday, 9am to 5pm)
