We accept payment by Credit card (Mastercard and Visa) and via Direct Bank Deposit. Orders are not dispatched until full payment has been received.
If you choose this method we will provide you with bank account details at checkout so you can directly deposit your payment into our bank account. Please ensure that you include your reference/order number and name as the reference. If your details are different to your banking details please email us to inform us that the payment has been made referencing the name on your bank account. Your item will be dispatched once payment has been made into our bank account which can take 24-48 hours.
This method will be made via Eway, a secure website offering military grade software and servers. All data is encrypted.
If no payment is made within 7 days from the date of order then your order will be cancelled. Please contact us if you are having any delay in making your payment.
Exchange and Faulty Products
We understand that you cannot physically look at our products prior to purchase, so if you are unsatisfied with the product (ie. Wrong size, colour, faulty) in any way please contact us immediately. Email: firstname.lastname@example.org or call 03 9337-8111 and ask for a member of the On-line shopping customer service team and we will return or exchange the item for the same agreed value.
We unfortunately do not provide credits, so we will either return your money or exchange the product under the following conditions:
Contact with us must be made within 7 days of receipt of your order
The products must be returned to us within 14 days of receipt of your goods ‘as new’, unused, undamaged and with original packaging/labels intact.
If you change your mind or feel that the product is not what you expected, the responsibility of postage for returned items will be incurred by the customer. If your item is faulty, the cost of postage will be incurred by us.
Returns by mail: Please enclose your receipt and merchandise within 14 days of receipt of the goods, in a box and mail to:
Poyntons Nursery On-line shopping team
Cnr Vida Street and The Boulevard
Please allow 14 working days from the day you return your package for your account to be credited.
* Note: If the replacement item is priced higher than the item exchanged, you will be required to pay the difference. Likewise, if the replacement item is less expensive than the original item, then we will send you a refund.
With respect to faulty items, we pride ourselves on quality control and items are checked prior to dispatching. However, in the rare instance that the product is faulty please call or email us to discuss. Faulty items must be returned within 7 days of receipt of order with labels and packaging intact. On inspection of the fault, Poyntons Nursery will give a full refund for the item or will replace it providing stock is available.
We endeavour to carry stock items at all times. However, due to circumstances beyond our control, supply may be delayed in some instances. Should this situation arise, a member of our On-line customer service team will call you to advise our expected delivery date.
Poyntons Nursery reserves the right to deny a refund or exchange if the product does not meet the return of goods policy requirements as set out above.
Damaged in transit
If you receive our parcel and it appears to have been damaged, please take it to your local post office prior to opening. If the product has been damaged in transit, an Australia Post representative can physically view this and accept the responsibility for any damage costs. Please also contact us to let us know so that we can help replace the item.
As is sometimes the case, you may need to cancel your order. We are happy to do this providing you have given us notice either by email or phone call within 48 hours of the placement of your order. Providing the order has not already been sent out we will cancel the order.
If by chance your order has already been dispatched, then you are responsible for paying for and returning the item in its original condition to Poyntons Nursery. Upon receipt and inspection of the product, we will refund you fully.
Postage, Timing of Dispatch and Delivery of Order
We aim to dispatch your order within 48-72 hours of receiving cleared payment. Standard deliveries within Australia will be received within 5-7 working days.
We deliver Australia wide and we utilise Australia Post as our cheapest and fastest option.
At this stage, we do not send items overseas. However, if you would like assistance with this please contact our On-line customer service team and we will be happy to help.
Again, please note that all care is taking when packaging your item for delivery and Australia Post takes all due care to get it to you undamaged.
Out of stock items
As many products and plants are seasonal, once an item is out of stock, it may or may not become available again. Our next seasons stock often change so it is best to contact us to discuss whether that item will become available again.