Terms Of Service

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SECTION 5

 

PLANTS, PRODUCTS AND SERVICES

Clause 5.1 – In-store purchases (Plants)

For plants chosen by you in-store, we will not accept any exchange for situations due to a change of mind. You are considered to have either chosen your own plants or accepted our recommendation of plants to you at the point of payment. As such, unless the plants were damaged during our transportation (for delivery) or are otherwise unhealthy (severe pest infestation for example), we will regrettably be unable to accept any request for exchange or refund. For instances where the plants have been discovered to be unhealthy, please contact us within 2 working days of your purchase with photos of the issue. If we deem the plants to be unhealthy, we will offer you a one-to-one exchange of the same plant, or provide you with store credit for the price of the plant. We will provide pick up and redelivery if we deem that the fault of the issue lies with us.

Clause 5.2 – Online purchases (Plants)

By purchasing plants through our online store or 3rd party platforms where we list our plants for sale, you have accepted that we do not allow for the exchange of plants if the plants are healthy. We endeavour to deliver only healthy plants to you but we are unable to cater for subjective aesthetic standards. For plants which are damaged during our transportation or are found to be unhealthy (severe pest infestation for example), please do not accept the delivery. If plants have been accepted at the point of delivery, we will deem that you or your representative have found the plants to be in a reasonable and acceptable condition. For deliveries where there is nobody present to inspect the plants, any issues with the plants should be lodged with us (email or telephone) within 2 working days. We reserve the right to not provide any exchange if we find that the condition of the plant is a result of your action (i.e., over fertilising, moving and damaging the plant), or inaction (not watering the plant, leaving shade plants out in the sun), or for any other reason at all. We will provide pick up and redelivery if we deem that the fault of the issue lies with us.

Clause 5.3 – General Plant Policy

Plants are living organisms and are all unique individuals. Tears, holes in leaves, having some broken stems, yellow leaves or dried flowers are perfectly normal, and does not indicate overall poor plant health. When you purchase plants from us online, we will endeavour to pick the best plants for you from our stock, but they may differ from your expectations. If the plant is otherwise healthy, we regret that we are unable to facilitate refunds or returns for this reason.

If we determine the plant(s) of your choice to be of an unacceptable quality/ condition, we will contact you to inform you of this. We may choose to offer you a discount for the affected plant(s), but this is strictly at our discretion only. If you so choose to go ahead with your purchases after notification of the plants’ less than optimal condition, we will not be able to entertain requests for refunds/ exchange of the affected plant due to the injury, disease, death of the plant, or change of mind.

As a wholesale and retail nursery, our high stock turnover makes it challenging for us to inspect each plant thoroughly before leaving our premises. In the event that the plant is damaged at the point of delivery (i.e., root rot, heavily infested), please contact our customer service via the following channels and we will make arrangements for refunds or exchanges for you.

In the event of insects and the minor presence of pests, we are unable to provide refunds or exchanges as these are commonplace in a nursery environment, especially one as porous and busy as ours, and outside our control. As a best practice, we always suggest quarantining new plants aside from your general plant population until they have been deemed to be pest-free. We also advocate using a diluted neem spray on your plants on a regular basis, especially on the new arrivals, as part of your plant care routine. In addition, as home gardeners, it is useful for you to have pesticides on hand to deal with any sudden infestation.

Clause 5.4 – Non-Perishable Products

For non-perishable products, we provide a 7-day warranty policy for our products. Products may be exchanged in accordance to our Exchange Policy (Clause 5.4). Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to exchange only according to our Exchange Policy (Clause 5.4).

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any colour will be accurate.

Clause 5.5 – Returns and Exchange Policy

Clause 5.5.1 – Plants & perishables

For plant and perishables, please contact us  with photos within 2 working days if you have bought/ received a damaged product.

Plants are living organisms and are all unique individuals. As such, small tears, holes in leaves, having some broken stems, yellow leaves or dried flowers are perfectly normal, and does not indicate overall poor plant health. When you purchase plants from us online/ in -store, we will endeavour to pick/ suggest the best plants for you from our stock, but they may differ from your expectations. If the plant is otherwise healthy, we regret that we are unable to facilitate refunds or returns for this reason.

We have a regular spray and pest prevention routine here at our garden centres but the scale of our garden centres and the volume of plants we move makes it untenable to physically check all individual plants for pests on a regular basis. In the event of insects and the minor presence of pests, we are unable to provide refunds or exchanges as these are commonplace in a nursery environment, especially one as porous and busy as ours, and outside our control. As a best practice, we always suggest quarantining new plants aside from your general plant population until they have been deemed to be pest-free.

We also advocate using a diluted neem spray on your plants on a regular basis, especially on the new arrivals, as part of your plant care routine. In addition, as home gardeners, it is useful for you to have pesticides on hand to deal with any sudden infestation. If you should need more pest related advice, please feel free to reach out to us and we will be happy to help.

In the event that the plant is damaged at the point of delivery (i.e., root rot, heavily infested), please contact our customer service via the following channels with photos of the issue and if we deem it to be an issue with the plants, we will make arrangements for either a one-to-one exchange for you, or offer you store credit for the value of the plant.

We are unfortunately unable to offer exchange or returns for change of mind for plants and perishables so please consider carefully before making your purchase.

All returns and exchange must be accompanied by the original store receipt so please retain your receipts. Requests for exchange/ return without the original receipts will not be entertained.

 

Clause 5.5.2 – Non-plant items

For non-plant items such as hardware and accessories, we can only accept exchanges for items in a new, unused condition. The items must be in their original and saleable condition along with the packaging intact, with the tag intact should there be any. We reserve the right to refuse any exchange should the product presented for exchange not be in a condition deemed saleable.

However, if the purchased item is not suitable, we allow for exchange for items, or store credit for the purchase value.  If your item is damaged or faulty at the point of purchase or delivery, please contact us within 7 working days to arrange an exchange.

All returns and exchange must be accompanied by the original store receipt so please retain your receipts. Requests for exchange/ return without the original receipts will not be entertained.

 

Clause 5.5.3 – Delivery

If we determine the plant(s) of your choice to be of an unacceptable quality/ condition, we will contact you to inform you of this before delivery. We may choose to offer you a discount for the affected plant(s), but this is strictly at our discretion only. If you so choose to go ahead with your purchases after notification of the plants’ less than optimal condition, we will not be able to entertain requests for refunds/ exchange of the affected plant due to the injury, disease, death of the plant, or change of mind.

Please retain your receipt for exchanges and returns.

Clause 5.5.4 – Pricing Error

In the event of a pricing error, we shall endeavour to inform you of the error as soon as feasible. However, we shall not be required to supply the affected goods and services at the wrong pricing. If payment has been made based on the wrongly listed prices, we will offer you the opportunity to make payment for the difference between the wrongly listed price and the actual price such that your transaction reflects the correct price of the item(s). If you are not satisfied with this option, you have the option to request for a refund of the products/ services affected by the wrong pricing, or request for store credit for the value of the item paid.

We reserve the right to cancel any orders and make a full refund to you because of pricing errors (or for any other reason).

Clause 5.5.5 – Missing and Damaged Item

In the unlikely event that you receive an item that is damaged, incorrect, or if there is an item missing, you may request an exchange or replacement by contacting us.

The item(s) mentioned for exchange must be in their original and saleable condition along with the packaging intact, with the tag intact should there be any. We reserve the right to refuse any exchange should the product presented for exchange not be in a condition deemed saleable.

Clause 5.5.6 – Out of Stock

As much as we would like to make sure the items you ordered are in stock, there may be unforeseen circumstances that cause our items to be out of stock.

Unforeseen circumstances may include but not limited to plant quality that is not up to the standard, broken stems found or during our quality checks we find pots that may have chipped or have hairline cracks.

In cases where we are unable to deliver your order to you due to the above scenarios, we will contact you to offer you options including suggestions for replacements.