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.
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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.
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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.
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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.
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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, Perth Trees Direct will, at its discretion, issue a store credit or refund equivalent to the value of the affected plants, or arrange replacement plants subject to stock availability.
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Please note that we do not accept returns or provide refunds for plants purchased in error, incorrect plant selection, or change of mind. Additionally, giftware and sundry items (excluding gift cards and live plants) may be returned at the customer's expense within 48 hours of receipt for a refund of the product value only. Delivery fees are non-refundable.
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As trees and plants are living products, Perth Trees Direct cannot guarantee the long-term survival, growth rate, or performance of any tree that has been installed, planted, watered, maintained, or otherwise managed by the customer or a third party. There are numerous factors beyond our control that can affect successful establishment, including but not limited to soil conditions, drainage, weather events, watering practices, fertiliser application, pest and disease pressures, planting techniques, site conditions, and ongoing maintenance.
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Once a tree has been successfully delivered in a healthy, true-to-type, and disease-free condition, Perth Trees Direct's responsibility for the plant ceases. The ongoing care, establishment, and survival of the tree become the responsibility of the consignee (customer). For this reason, Perth Trees Direct does not accept liability for plant or tree losses occurring after delivery where planting and maintenance have not been undertaken by Perth Trees Direct.
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Should a customer have concerns regarding the health or condition of a tree following delivery, they are encouraged to contact Perth Trees Direct promptly with photographs and relevant information. Our horticultural team will review the matter and provide advice where possible. Any consideration of a refund, replacement, or store credit will be assessed strictly on a case-by-case basis and remains entirely at the discretion of Perth Trees Direct.
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We appreciate your understanding and cooperation. If you have any questions regarding our Returns and Refunds Policy, please contact our team, who will be happy to assist.