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Refunds & Problems

All our orders are hand packed with care, and leave our nursery in the very best condition possible. We select the largest and healthiest plants we have available to send.

 

We pre-treat and specially hydrate all plants before shipping, so they can survive long transit times and unforeseen delays.

 

With long interstate shipments we include moist peat moss wrapped around the root system to support the long journey. Even so, problems occasionally happen. We understand that. Here's how to sort it out.

Help us help you, by following these four steps
 
  1. Check your order as soon as it arrives.

  2. Contact our customer service direct on (02) 6684 5374 or email us at plants@ausbroms.com.au, as soon as possible; within 48 hours of receipt where possible. We cannot accept responsibility for issues or delivery problems after that.

  3. Let us know your full name and email address - the ones you used to place the order - and the order number if you have it, so we can track your order faster.

  4. Email us photographs of the plants to plants@ausbroms.com.au so we can see the problem you have, and take steps to identify and rectify it.

What is the problem?
 
  • Your plants are dead, dying, or poor condition on delivery

  • We will issue a credit for the value of your plants, refund, or mail you replacement plants if we have them available. Follow the steps above.
    'Poor condition' means unlikely to live and thrive as a result of shipping issues. It does NOT mean one or two yellowing or damaged leaves on an otherwise healthy viable plant. Plants regularly shed lower leaves throughout their life and it does not affect their growing potential.The plants delivered are not the variety or product on your order

  • We will issue a credit for the value of your plants, refund or mail you replacement plants if we have them available. Follow the steps above.Your plant has flowered and it is not the variety/colour you ordered

  • We will issue a credit for the value of your plants, or mail you replacement plants if we have them available. Follow the steps above.
    We understand in this case you will not be able to contact us in 48 hours. Please let us know as soon as the plant first flowers.Your plants don't look as expected

  • Please note: plants are living things, variable in nature. We do not produce them in a factory. Sizes and photos are a guide only. We always send out the very best plants we have in stock. We do not refund just because the plants are a different size to the photos online.

  • We aim to give as much care and cultivation notes as possible on the product pages, including what soil a plant needs, how much water, and whether it is frost tolerant when mature. Please read these before buying to make sure you are choosing plants suitable for your personal garden conditions.

  • We do not accept returns or issue refunds for plants bought in error, because we cannot resell them. You can return them to us at your own cost within 48 hours of receipt for a refund of the product cost, if the product arrives in the same condition it was shipped to you. We do not refund shipping costs.

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