Returns & Exchanges Policy

Nothing in this policy excludes, restricts or modifies any rights you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a remedy where goods fail to meet a consumer guarantee — for a major failure this can include a replacement or refund, and compensation for any other reasonably foreseeable loss or damage; for other failures, we may choose to repair or replace the goods, or refund the price paid.

To the extent permitted by law, our liability for any failure to comply with a consumer guarantee is limited, at our option, to replacement of the goods, repair of the goods, refund of the price paid, resupply of the services, or payment of the cost of resupply. This does not limit any rights you have under the Australian Consumer Law.

Please inspect your goods as soon as possible after delivery or collection. Prompt inspection protects you: issues are easiest to resolve while goods are unused and undisturbed, and time limits apply to damage claims (below).

Once goods are delivered to your nominated address, or left in accordance with your delivery instructions, risk in the goods passes to you. We are not responsible for theft, loss, weather exposure, deterioration, damage, contamination, movement, misuse or interference with goods after delivery, except to the extent required by law — so please arrange prompt collection, storage, protection, watering or covering of delivered goods where needed.

Any issue relating to damaged, missing, incorrect or defective goods must be reported to us in writing within forty-eight (48) hours of delivery or collection (unless a longer period is required by law). Email admin@nomadichomegarden.com.au with:

• Clear photos of the goods and the issue
• Your order number and order details
• Delivery details (date, address, any relevant access notes)
• Product labels where applicable
• Any other information we reasonably request to assess the claim

Please do not dispose of, use, alter, install, spread, mix, plant or otherwise interfere with goods you are claiming are damaged, incorrect or defective, unless we've authorised it or it's necessary to prevent further loss. We may require a reasonable opportunity to inspect the goods before providing a remedy.

If we confirm the goods were damaged, incorrect or defective and you are entitled to a remedy, we will provide the remedy required by law — which may include replacement, repair, refund, partial refund, store credit or resupply.

We are not required to provide a refund, replacement or exchange where you:

• Change your mind
• Order the wrong product
• Order the wrong quantity
• Find the product cheaper elsewhere
• No longer require the goods
• Cause damage to the goods
• Fail to follow care, storage, installation or maintenance instructions
• Use the goods for an unsuitable purpose
• Delay planting, watering, installation or use
• Alter, install, mix, spread, cut, open or contaminate the goods
• Fail to provide reasonable evidence of a fault or issue

Please double-check measurements, quantities, product suitability, delivery access and site conditions before ordering — you are responsible for selecting the correct goods, measuring correctly and ordering the correct quantity. Our Supplies Calculator can help you estimate volumes, weight and trailer loads, though calculator results are estimates only and you remain responsible for ordering sufficient quantity for your area, depth, wastage, compaction, settlement, slope, shape and site conditions.

Where a return is approved (whether required by law or at our discretion), the following conditions apply:

• Goods must be in original condition — unused, unopened where applicable, and safely packaged
• Proof of purchase must accompany the return
• You are responsible for return delivery costs, unless we are required by law to cover them
• Approved refunds are processed using the original payment method where possible
• Refund processing times may depend on banks, card providers, payment gateways or third-party payment processors once we have issued the refund

Landscape materials — including soil, mulch, compost, sand, gravel, pebbles, stone, aggregates, bark and loam — are natural products and may vary between batches. Natural materials may contain reasonable variation in colour, particle size, texture, moisture level, weight, smell, organic matter, dust, fines, stones, seeds, leaf matter and other naturally occurring content. Such natural variation is normal and does not automatically constitute a fault, defect or breach.

You are responsible for checking that the material ordered is suitable for your intended purpose before use or installation.

Once bulk materials are tipped, spread, mixed, installed, contaminated, moved, altered or used, they cannot usually be returned unless required by law. If you have any doubt about a bulk delivery, please raise it before the material is tipped or spread.

Plants, turf, seedlings and other living products are perishable and require appropriate care immediately after delivery or collection. You are responsible for watering, planting, storing, protecting, maintaining and caring for living products immediately upon arrival.

We are not responsible for plant loss, turf failure, deterioration, wilting, heat stress, disease, pest damage, weather damage, lack of watering, overwatering, incorrect planting, delayed planting, poor soil preparation, pet damage, foot traffic, vehicle traffic, chemical exposure, or unsuitable site conditions after delivery or collection.

Due to seasonal and natural variation, plants may differ in size, maturity, shape, colour, fullness, flower presence or appearance from images shown online. Any plant or turf warranty, if offered, applies only where expressly stated in writing and subject to you following all care instructions.

Custom, special-order, clearance, perishable, living, bulk, mixed, cut, opened, used, installed or made-to-order goods may not be cancelled or returned unless required by law.

Product images on the website are for general illustration purposes only and may vary from the actual goods supplied. Measurements, coverage rates, quantities, bag sizes, bulk volumes, weights and yield estimates are approximate only unless expressly stated otherwise — variation within these limits is not grounds for return.

Contact us as soon as possible if you wish to change or cancel an order. We may refuse a change or cancellation where the order has already been processed, packed, dispatched, ordered from a supplier, custom prepared, cut, mixed, allocated, delivered, collected or otherwise committed.

Cancelled orders may be subject to restocking fees, supplier cancellation fees, delivery fees, return freight, handling fees, administration fees, merchant fees, or other reasonable costs we incur.

We may cancel an order if goods are unavailable, payment is not received, delivery is not possible, the order appears fraudulent, incorrect information has been provided, or fulfilment is not commercially or practically reasonable.

All goods are subject to availability, and stock shown on the website may not always be accurate or up to date. Products may become unavailable due to supplier shortages, seasonal conditions, freight delays, weather events, production issues, wholesale stock changes, plant availability, quality issues, or matters outside our control.

If goods you've ordered are unavailable, we may at our discretion offer you an alternative product, delayed fulfilment, partial fulfilment, store credit, a refund for the unavailable goods, or cancellation of the affected part of the order.

Email admin@nomadichomegarden.com.au or call 1300 147 704 with your order number and a description of the issue — include photos for any damage, shortage or incorrect-goods claim, and remember the 48-hour reporting window for those claims.

We'll confirm the next steps, including whether the goods need to be returned, inspected on site, or replaced on the next available delivery. Where a refund is approved, we'll process it to your original payment method and confirm by email.