We take care in selecting and preparing your order. If something is wrong, please contact our nursery team so we can assess it and help.
This policy covers online purchases from Greengecko Garden Centre, operated by Greengecko Nursery Pty Ltd, ABN 31 612 518 297, ACN 612 518 297.
Your consumer rights
Our goods come with guarantees under the Australian Consumer Law that this policy cannot exclude. For a major failure, you can choose a refund or replacement. For a minor failure, we can provide a repair, replacement or refund; if it cannot be put right within a reasonable time, further remedies apply. You may also be entitled to compensation for reasonably foreseeable loss or damage.
These rights apply where required by law, including to plants, sale items, special orders and qualifying business purchases.
Let us know about a problem
Please inspect your order when you collect or receive it. For visible damage, an incorrect item or a plant that appears unhealthy, contact us as soon as possible, ideally within 48 hours. Prompt contact and photos help us establish the condition of the goods and arrange the next steps.
This is a request for prompt reporting, not a return deadline. If a problem only becomes apparent later, contact us when you discover it.
- Email info@greengeckogardencentre.com.au or call (02) 6962 3600.
- Provide the name used for the order, your order number or other proof of purchase, and a description of the problem. Photos are helpful where available.
- Please use email or phone for return requests; our social media accounts are not monitored for returns.
Change of mind
We do not offer refunds, exchanges or store credits simply because you change your mind, order the wrong item or no longer need it. Please choose carefully and ask us for advice before ordering if you are unsure.
This applies across our range, including plants, gift certificates, sale items, special orders, pre-orders and custom-made or commissioned items. Problems with the goods are assessed separately, as explained below.
Plants, sizes and natural variation
Plants naturally vary in shape, foliage and seasonal appearance. Product photos are a guide to the variety rather than a photograph of each individual plant. Plant sizes generally refer to the growing pot's diameter or capacity unless the description says otherwise. Decorative pot measurements are taken from the outer edge unless stated otherwise; handmade finishes and colours can vary.
Normal variation, seasonal dormancy or a few older leaves yellowing on an otherwise healthy plant do not necessarily mean it is faulty. Goods must still be of acceptable quality and match their description. If a plant later flowers or fruits and appears to be the wrong variety, contact us when this becomes apparent.
Please consider your climate, planting position and intended use, and tell us about any particular requirements before buying. We will assess concerns about a plant's health or suitability, including any advice we gave you.
Growth, flowering and cropping depend on conditions and care. When assessing a concern, we consider the plant's condition when supplied, any advice we gave, and whether subsequent watering, planting, weather exposure, neglect or misuse caused the problem.
Assessment and return arrangements
Please contact us before arranging a return so we can discuss the issue and give you suitable instructions. Local customers can bring items back to our nursery by arrangement. We may need to inspect the goods before deciding the appropriate remedy. We can ask for reasonable proof of purchase; an order confirmation, receipt or other evidence that allows us to verify the purchase may be used.
Package goods securely for return. Original packaging is helpful but is not required when returning faulty or misdescribed goods. If a faulty item is large, heavy or difficult to return, we will arrange collection or cover reasonable transport costs. Where a fault is confirmed, we will cover reasonable return costs; keep any transport receipts.
If a collection or inspection charge could apply when no product fault is found, we will explain it and give you a reasonable estimate before collecting the goods. No restocking fee applies to a return covered by consumer guarantees. If we exceptionally agree to a change-of-mind return, any fee and return costs will be agreed with you beforehand.
Click & Collect and Taxi Truck orders
Please check your items at collection and raise any visible concerns with our team. For a problem discovered later, contact us before making a return journey or booking transport.
With customer-arranged Taxi Truck collection, you book and pay the operator separately for freight, as explained on our Shipping page. If you notice transport damage, photograph it where possible and contact both us and the operator promptly. We will help establish what happened and address any problem for which we are responsible.
Refunds and replacements
We will explain the assessment outcome and the remedy available to you. A replacement depends on stock and seasonal availability. We will not substitute a different product for a refund you are entitled to without your agreement.
We process approved refunds for online purchases promptly, using the original payment method. The time it takes for the refund to appear in your account depends on your bank or payment provider. For purchases paid wholly or partly by gift certificate, the gift-certificate portion is restored or reissued as gift-certificate value.
If we cannot supply a special order or pre-order, we will offer a refund for the unavailable goods. An alternative item is optional.
We do not offer online store credit. Store credit issued in-store is redeemable at our Griffith nursery only and cannot be used on our website.
Fertilisers and garden chemicals
If a fertiliser or garden chemical appears faulty, damaged or incorrectly supplied, contact us before transporting it. Keep it safely contained and follow the label's storage and handling directions. Do not post or send leaking or hazardous products without suitable return instructions.
We can assess a problem even if the product has been opened. We will discuss a safe way to inspect it and arrange the next steps.
Contact our nursery
Any updates to this policy apply to future purchases.