Returns Policy

It is important to us that you love your new plant as much as we do. However, we understand that on the rare chance that your plant has been damaged, please contact us at info@thebeeskneesnursery.com within 24 hours of delivery so that we may consider whether you are eligible for a return or replacement.

We require photos of the product in question, plus photos of all packaging so we can see the issue. Claims must be made by email, unfortunately we cannot accept claims via any social media channels.

We also require you to provide the following details about the circumstances so we can determine how to help your plant:

  • Has the plant been re-potted since receiving it?
  • Is the soil wet or dry?
  • Have you watered the plant since receiving it?
  • A description of the plant’s location in your home.

Please note, The Bee's Knees Nursery will not be held liable for any damage (or deteriorating conditions) caused to your plant if it spends a prolonged period awaiting collection from a collection point. It is the customer’s responsibility to either make sure someone is home to accept delivery or request authority to leave or pick up your order from the collection point as soon as possible.

We will not accept any returns claims submitted outside of the 24 hours from the delivery period. If we do not hear from you within 24 hours of delivery, we will assume your product has arrived and is in suitable condition.

We endeavour to respond to all claims within 48 hours.

ITEMS MISSING FROM DELIVERY

If Australia Post says it is delivered and it’s not OR if it has gone missing – you will need to contact Australia Post all the details are here. But please, let us know also within 24 hours of receipt at info@thebeeskneesnursery.com. We care about the plant too and will see what we can do. Unfortunately we cannot accept claims via any social media channels.

So that we can promptly look into this, please supply the following:

  • Photos of all items received
  • Photos of all packaging components
  • Photo of the packing slip
  • A description of the product believed to be missing.

We endeavour to respond to all concerns within 48 hours.

DAMAGED OR FAULTY PRODUCTS

If we determine your product was damaged in the delivery process or received in an unhealthy or faulty condition, we will provide a replacement or a refund (minus delivery costs). Any replacements are subject to stock availability. The Bee’s Knees Nursery does not provide refunds, full or partial, when the item has not been returned to us.

The Bee’s Knees Nursery takes no responsibility for the health of the plant if you do not follow the care instructions on the card provided or on The Bee’s Knees Nursery website. A plant will not be considered faulty or unhealthy if you have not followed the care instructions.

We do not offer any warranties or health guarantees on our plants.

The Bee’s Knees Nursery reserves the right to determine, in its absolute discretion, whether a product is faulty or unhealthy. While we take every care to protect the plants during the shipping process, The Bee’s Knees Nursery will not be liable to you for minor imperfections caused to the plants during the shipping process, this includes any breakages.

Please allow up to 10 business days for any refunds to be received via your original payment method.

CHANGE OF MIND

We do not accept change of mind returns for plants. If you purchase an item other than a live plant and have changed your mind, please email info@thebeeskneesnursery.com.

To be eligible for a refund, the product must have all packaging and labels intact and be in its original unused condition. All shipping costs for the return of items to The Bee’s Knees Nursery are payable by you.

We will charge a 10% restocking fee on all returns. The restocking fee will be based on the value of your order and will be deducted from the refundable amount. You will receive an email notification once your return is received and processed. 

INCORRECT ADDRESS & RETURNED TO SENDER

Our systems will validate the postcode and suburb of your shipping address but it will not validate street name, street number or apartment numbers.

It is the customer’s responsibility to enter the correct address at the time of purchase, we send confirmation emails after purchase as well as shipping confirmation emails which contain your shipping address to verify. If you notice an error in your shipping address please contact as soon as possible to info@thebeeskneesnursery.com and we will do our best to update it prior to shipping.

Once your order has shipped we are unable to make any changes to shipping addresses, you will need to reach out to Australia Post to redirect the parcel. If there has been a delivery attempt and the address is incorrect or incomplete Australia Post will return the parcel to us, in which case the following will apply.

For all returned parcels the original postage label cannot be reused and Australia Post will charge us a fee to return the parcel.

Parcels returned to sender will have the following options:

  1. We can ship out a new parcel to you, if there are plants in your parcel we will send fresh plants from our nursery [individually numbered or selected plants will need to be shipped again after they arrive back to us]. Customers are required to pay the original postage amount again, plus any associated Australia Post return fee.
  2. We can refund your order minus the original postage fee, Australia Post return fee and our 10% restocking fee.

If you wish to redirect your parcel, please click on the tracking link provided in your shipping confirmation email and follow the instructions on screen or download the Australia Post app onto your phone and enter the redirection there.

If there has been a delivery attempt it is no longer possible to redirect the parcel and it will be returned to us.

SALE, END OF LINE AND GIFT WITH PURCHASE ITEMS

We do not offer refunds or replacements for sale or end of line items unless the item is faulty. If the item is faulty, we will follow our normal refund or replacement procedures.

We do not offer warranties, refunds, replacements or exchanges on gifts with purchase items or promotional products.

If you have purchased an item and receive a gift or promotional item and choose to return the purchase product for a refund or gift voucher, you must also return the gift with purchase or promotional item in the same condition of the return item.

If you do not return your gift with purchase or promotional item, we reserve the right to deduct the retail value of the gift with purchase and/or promotional item from the refundable amount.

CONSUMER GUARANTEES

All of 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. 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.

This Policy is not intended to replace, limit or exclude any rights available to you under the Australian Consumer Law.

This Policy is to be read in conjunction with our Terms of Service and applies to all purchases made through our website.