Shipment of Orders:
Once your order has been received GardensOnline aims to process it at the earliest opportunity. Orders, or individual consignments of orders, are either shipped directly from our Sydney warehouse or passed on immediately to our suppliers to fulfil directly to the customer.
Most products are available off the shelf but some products like garden sheds and raised garden beds may be made to order and require a short delay before despatch. This will be indicated in the estimated delivery times quoted for each product.
The parcels are despatched via Australia Post, or in the case of larger/bulkier items, by courier. A tracking number is then added to your consignment records and emailed to you immediately.
The receipt of your tracking number is indication that it has been despatched.
Tracking Queries
We suggest that customers enquire with the Post or Courier service indicated by their tracking number – this ensures the most up-to-date and timely information is received.
Delivery Details
It is the customer's responsibility to ensure that all delivery details have been entered correctly into the order. GardensOnline cannot be held responsible for entry of unclear or incorrect delivery information like name, full address, phone number and email address.
Customers will be responsible for any subsequent redelivery costs that may ensue.
Returns and Refunds:
Reimbursement / Refunds
Refunds for damaged goods, goods lost in transit or out of stock will be made in full to the original payment method e.g. credit card, PayPal or cheque
Refund Prior to Despatch: Refund requests for goods purchased but not yet despatched due to change of mind or error in making multiple purchases will incur transaction cancellation fees (detailed below).
Refund After Despatch: If on receipt of goods the customer changes their mind and requests to return the goods for a refund then the customer will be responsible for postage or courier costs and ensuring the goods arrive at GardensOnline in a saleable condition. At this point a refund will be made less the refund cancellation fees.
Refunds incur the transaction fees of the original payment method plus GardensOnline refund fees: -
- Credit Cards - 1.3% of original transaction
- PayPal 2.26% of original transaction + $0.30 per transaction
- plus, GardensOnline refund administration fee of $4.50 per transaction.
We are only able to reimburse the credit card or payment technology that was used in the initial transaction.
Returned or damaged goods
GardensOnline guarantees to replace, exchange or refund any goods that are delivered to you, damaged or faulty. This guarantee requires you to inform us immediately of the problem along with provision of photograph(s) clearly showing the damage. Shipping costs for unsatisfactory goods (both returned and replacement) are the responsibility of the GardensOnline.
Incorrectly described goods
We guarantee to exchange or refund any goods that do not match the description or visual depiction on our website. This guarantee requires you to inform us immediately of the problem. Shipping costs for returned goods are the responsibility of the GardensOnline.
Goods that cannot be returned
Products that have been used or rendered in a condition other than 're-saleable' e.g. destruction of branded packaging.
Changed Your Mind?
We know that sometimes customers may change their minds after a product has been ordered and subsequently delivered. GardensOnline will assist you, where possible, to gain a refund in these cases. It is vital however that the product not be used and remain in original, saleable condition when it arrives back at GardensOnline or our supplier's warehouse.
When it is agreed with GardensOnline that a return can be processed, the customer must take responsibility to ensure the product(s) are packed securely and despatched as per our return address instructions. When the product arrives in saleable condition then a refund, less cancellation fees, will be processed.