• 7 day returns on most items.*
• Customer is responsible for return shipping costs.
• For larger items, we can arrange courier to have the goods returned. Return shipping costs will be deducted from your total refund amount.
• Items must be returned in a new condition in the original packaging to qualify for a refund.
• Refunds are giving as a store credit. This will be emailed to you as a coupon.
• If your order arrives damaged or with parts missing, please notify us within 2 days of receipt of your merchandise. We will send you replacement parts or replacement product as soon as possible.
• We do not except returns simply because colours may vary due to computer screen settings or lighting at time of photos taken.
• Most products are sent in original packaging to avoid damage during transportation. The leaves will need to shaped. Some palms will need to have the leaves pushed into place. Instructions are provided.

* We do not accept returns for custom built products like hedges and clearance items ( HOT DEAL).

POLICY DETAILS:

• Please inspect your order upon arrival and document any damages with the shipping company. All damages must be reported within 2 days of receipt of the product. Photos must be emailed as proof of damage to sales@greeneryimports.com.au
• All items must be returned with their assigned return authorisation (RA) number and original invoice. Items returned without a RA number may delay credit. Please email us for a return authorisation number.
• All returns must be postmarked within 2 days of us sending RA number.

CUSTOM ORDERS. Custom build orders are final sale and non-returnable like hedges. We will charge your credit card before the item is built. Once the item has moved into production, order modifications may or may not be possible. Additional chargers may be payable if changes are possible. 

REFUNDS

We will notify you via e-mail of your refund once we have received and processed the returned item. Please note: we will refund shipping costs only if the return is a result of our error.

We will do our best to process the return quickly. Please allow 7-10 business days for processing. Refunds will be credited as a store credit. The store credit will be emailed to you as a coupon to use on our website.

We require a picture to file a damage claim. Please take a picture of your damaged item and email it with your order number within 48 hours of receipt to sales@greeneryimports.com.au

Please inspect your order immediately upon arrival. Do not dispose of the box or any packaging materials until you have inspected your order and are satisfied it is complete.  If your item is damaged you must contact customer service within 2 days of receipt of your order to file a claim.  You must save all of the packaging materials that were used for the shipment.

For freight shipments, please inspect your item before the driver leaves. When you sign for delivery, even if the package appears only slightly damaged, please write “Package Damaged.” If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment. Once the package returns to us we will send you a new one right away.

If you have already accepted the package and notice concealed damage or missing parts in your shipment you must notify us within 2 days of receipt of your product. We will ship you replacement parts free of charge. If we cannot replace the parts, our carrier will pick up the original package and we will send you a full replacement.

If you decide you do not want parts or a replacement, you can return the item under our standard return policy.

If you received a damaged product or the wrong product and we cannot solve the issue with either a full replacement or replacement parts, we will pay to return the item and give you a full refund.

SALE ITEMS

*All sale items (clearance) are exempt from our standard return policy. We do not accept returns for sale items. Items will be clearly marked sale on the website. These can be found in the clearance categories ( HOT DEAL).