Refund & Returns Policy
At Willum Warrain Bush Nursery, we take great pride in raising healthy, resilient plants indigenous to the Mornington Peninsula and Greater Victoria. Because our plants are living beings, their success depends on the care they receive once they leave our nursery and are placed back into the soil of Country.
Our policy is designed to be fair, transparent, and compliant with Victorian Consumer Law.
1. Australian Consumer Law Guarantee
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.
2. Change of Mind
Under Victorian law, retailers are not required to provide a refund for a change of mind. Because plants are perishable and sensitive to transport and biosecurity risks, we do not offer refunds or exchanges if you simply change your mind, purchase the wrong species for your soil type, or no longer require the plants.
3. Damaged or Unhealthy Plants
We guarantee that all plants leaving our nursery are healthy and true-to-type.
- Initial Health: If you believe a plant is diseased or has a structural defect upon pickup or delivery, please notify us within 48 hours.
- Transit Damage: If your plants arrive damaged via a delivery service, please take clear photos of the packaging and the plants immediately.
4. Growth and Survival (The “Right Plant, Right Place” Rule)
While we provide healthy stock, we cannot guarantee the survival of a plant once it is in your care. In Victoria’s variable climate, success depends on proper planting and maintenance. We do not offer refunds for plant death resulting from:
- Inadequate watering or extreme Victorian weather events (e.g., heatwaves, frost, or drying northly winds).
- Incorrect site selection (e.g., planting a coastal tea tree in heavy, waterlogged clay).
- Damage by local wildlife (rabbits, possums) or domestic pets.
- Incorrect application of fertilizers or chemicals.
5. Seeds and Hard Goods
- Seeds: Due to varying conditions for germination and seasonal dormancy, we do not offer refunds on seed packets unless the batch is proven to be faulty.
- Non-Living Goods: For tools, pots, or merchandise, items must be returned in original, unused condition within 14 days with a valid receipt for a full refund.
6. How to Resolve an Issue
If you have a concern about your purchase, please reach out to our team so we can support your planting journey:
- Email: Contact the Horticultural Lead at hl@willumwarrain.org.au.
- Details: Please include your order number, the date of purchase, and clear photographs of the plant in its current environment.
- Assessment: We may ask for details regarding your soil preparation and watering schedule to help determine the cause of any health issues.
7. Our Commitment to Reciprocity
If we have supplied the incorrect species or there is a genuine nursery-side fault, we will provide a replacement or a full refund in accordance with your statutory rights. We value your role in regenerating local biodiversity and are here to help your garden thrive.
