RETURN POLICY
At Perth Trees Direct, we take great care in selecting and preparing every order to ensure it leaves our nursery in excellent condition. Before placing your order, please carefully review all product descriptions to confirm the plant is suitable for your location and requirements. Once your order has been delivered, we ask that you inspect it promptly to ensure everything is correct.
If you notice any discrepancies or concerns with your plant order, please contact our customer service team as soon as possible via the contact form on our website. To allow us to assist you efficiently, all issues must be reported within 48 hours of receiving your order.
Please note that contacting us through social media platforms is not considered a formal enquiry, as these accounts are not monitored daily and we are unable to track orders through them. When contacting us, please include your full name, address, and order number (if available) to help us locate your order quickly.
In some cases, we may request photographs of the plants or items received so we can properly assess the issue and work towards a suitable resolution.
All trees supplied by Perth Trees Direct are true to type, healthy, and free from disease at the time of dispatch. As trees are living plants, it is possible that upon delivery they may show minor superficial insect damage or seasonal and environmental variations, such as slight leaf marking or stress from transport. These are natural occurrences and are generally easily rectified over time with correct planting, pruning, watering, and ongoing care.
For this reason, Perth Trees Direct does not accept returns for trees displaying minor superficial or seasonal issues, provided the tree is true to type and free from disease. Once properly planted and established in suitable conditions, the trees will continue to grow and thrive.
If a Perth Trees Direct horticultural expert determines, following inspection, that a tree is eligible for a refund or replacement, this will be assessed on a case-by-case basis. In such instances, the customer will be required to return the tree to a location nominated by Perth Trees Direct. Any approved refund or replacement will only be processed once the tree has been returned and inspected in person by our team.
REFUND POLICY
If the plants received do not match your order, we will issue a store credit equivalent or refund to the value of the plants or arrange for replacement plants, subject to availability.
However, please note that we do not accept returns or issue refunds for plants purchased in error or due to a change of mind. Additionally, gift or sundry items (excluding gift cards and live plants) may be returned at your expense within 48 hours of receipt for a refund of the product cost. Please note that delivery costs will not be refunded in this instance.
Thank you for your understanding and cooperation. If you have any further inquiries or require assistance, please do not hesitate to contact us. We appreciate your business and aim to provide the best possible service to our valued customers.