Biosecurity & Safety Overview
We take the biosecurity of our nursery very seriously. Our propagation materials are sourced from AusCitrus to ensure clean, healthy seeds and budwood from start to finish.
Once a tree leaves the little bubble of our nursery, we are no longer in control of its conditions or regular care and cannot be certain what it has or has not been exposed to.
For that reason, to protect our stock, we cannot take them back into the nursery growing areas.
Please see below for more information on how we can handle returns, refunds and exchanges.
Engall’s 30-Day Guarantree
At Engall’s Nursery, we put a lot of love and effort into growing our stock.
Our products are living things, which means we can’t assume their success or longevity, as there are so many factors we can’t predict once they leave our nursery.
(Factors include things like severe weather, poor soil quality, neglect, or pest and disease)
That being said, we want you to know that we stand by our trees and offer a 30-day guarantee (or guarantree, as we like to call it).
When directly buying from us, we do our best to support and guide you when it comes to planting and caring for the new addition to your garden family. You’ll get a handy, printed care guide to help you get started. All this information is available online, too.
Our trees are a commitment, much like a new pet, except you don’t have to take them on walks in the rain. However, this does mean they require adequate care and attention to ensure they are able to thrive and perform for years to come.
What to do if there’s problems in this 30-day period
While we know our little trees can stand the test of time, we understand sometimes Mother Nature has other plans.
If you purchase a tree directly from our nursery and it encounters an issue we can’t help you fix, bring it (or photos) and your proof of purchase back to us within 30 days and we’ll provide the same tree in exchange, or offer a refund if we cannot provide a replacement.
This also applies to online orders, but you won’t have to bring the tree back to us.
If you have concerns about a tree you bought from us*, get in touch so we can help!
All refunds will be made at the discretion of Engall’s Nursery staff.
*This only applies to trees purchase directly from Engall’s Nursery. If you purchased one of our trees from a reseller, we advise you to contact them for assistance.
Exchanges – Change of Mind & Other
As mentioned above, our top priority is the biosecurity of our nursery and, as such, we cannot accommodate change of mind exchanges.
Whether you call, email, or visit us in person, we are very happy to chat with you and discuss options to ensure you’re choosing the right tree for your needs. If in doubt, get in touch.
Orders from Engall’s Online Shop
When purchasing trees from our online shop, sometimes mistakes happen or, despite our careful packaging, sometimes shipping can result in damaged goods.
See below for some more info on what to do when shopping online with us.
Ordered the Wrong Item by Mistake
If you ordered the wrong item or quantity by mistake, let us know as soon as possible.
This needs to be done before we have shipped your order.
We will make sure you the correct items, no dramas.
Ordered Twice by Mistake
If you notice you’ve ordered the same item twice in two separate orders, get in touch.
Again, this needs to be done before the orders have been shipped.
We will cancel the duplicate order and refund you. Please note, this may incur a small surcharge as PayPal does charge for this service.
Cancelling an Online Order
If you need to cancel an order you placed in our online store, let us know as soon as possible.
Cancelling Before Shipment
Please note, this may incur a small fee as PayPal charges for their refund processing service.
Cancelling After Shipment
If your order ships, we may be able to redirect it back to us, but this will heavily depend on Australia Post and how far the package has gotten.
Please note, this will also incur the refund processing fee as well as a $25 handling fee.
It’s important to note, when the tree gets back to us, we will not be able to sell it as it will have left our nursery and will no longer be considered safe by our biosecurity policies.
Goods Damaged in Delivery
If your tree and packaging have suffered major damage, please contact us.
Be sure to take plenty of photos of both the packaging and the tree, we will require this for Australia Post.
We will determine the severity of the damage and offer a replacement or refund.
We may also ask you to lodge a complaint with Australia Post. We will do the same on our end, but Australia Post does require both sender and receiver to lodge complaints together.
For more information on what to do about items damaged in transit, please visit Delivery FAQ Page.
Refund & Return Policy
We are committed to providing high-quality trees and ensuring your satisfaction. Whenever possible, we’ll always try to help you save a tree, so please get in touch if you have concerns.
Please note, we cannot accept returns on our products if:
- You found it cheaper elsewhere
- It was a gift to you that you do not like
- It’s clear the tree was planted and returned to its pot
Please read our return & refund policy carefully to understand your rights and responsibilities.
1. Eligibility for Refunds:
Proof of purchase is required, either from our nursery in person, or an online order invoice. Refunds are applicable within 30 days from the date of purchase in accordance with our biosecurity safety requirements.
Please note: The trees must have been purchased from Engall’s Nursery directly, not through any of our resellers.
If you purchased one of our trees from a reseller, please get in touch with them for assistance.
2. Initiating the Refund Process:
To start the refund process, please get in touch with us. Click here for out contact info.
We will discuss the situation and assess if there’s anything we can do to save your tree. If a refund is the outcome:
- Include your details and details about the reason for your refund request
- Provide a copy (a photo will be fine) of your proof of purchase
- Optional: bring the tree back to us for in-person confirmation of issues
Please note: We do not require trees to be brought back, as we will not re-sell these.
3. Timeframe:
Refund requests must be initiated within 30 days of the date of purchase as per our 30-day guarantee. Trees, plants, and seedlings are considered perishable/grocery items and should be correctly stored/cared for to ensure their long-term survival.
4. Non-Refundable Items:
The following items are non-refundable:
- Customised or personalised products
- Downloadable digital goods
- Perishable goods
6. Cash & Card Refunds
All refunds will be issued to the original payment method. Alternatively, customers can opt for a voucher for the equivalent value, valid for future purchases.
7. Canceling a Refund:
In certain circumstances, we reserve the right to cancel a refund if new information emerges that proves the customer’s claim invalid. Customers will be notified promptly, and an explanation will be provided.
8. Compliance with Laws:
Our refund policy complies with the Australian Consumer Law (ACL) and other relevant consumer protection laws.
9. Policy Updates:
We reserve the right to update and modify this refund policy as needed.
- Any changes will be effective immediately upon posting on our website
- By purchasing with Engall’s Nursery, you acknowledge and agree to the terms outlined in this refund policy
Refund Policy FAQs
Here are some common questions around our stock and refunds.
Q: Can I return an item after the specified timeframe?
Unfortunately, items outside the designated timeframe may not qualify for a refund. However, we understand extenuating circumstances and invite you to contact us for further assistance.
Q: How long does the refund process take?
Our team strives to process refunds promptly. The exact duration may vary depending on your bank’s processing time, and which day of the week your refund request is approved.
(ie: if a request is processed on a Friday, you may not receive your refund until the following week.)
Q: Can a refund be cancelled once initiated?
In rare cases, a refund may be cancelled. We will communicate openly and transparently if such a situation arises.