Refund policy
🌿 NELSON PLANT GUY — RETURNS & REFUNDS POLICY
Because plants are living, perishable items, we handle returns and refunds differently from regular retail. This policy explains how we manage issues fairly while prioritising plant health.
Returns on Live Plants
We do not accept change-of-mind returns on live plants.
Once a plant has been shipped and delivered in healthy condition, it becomes the customer’s responsibility to provide appropriate care.
Dead on Arrival (DOA) or Serious Damage
If your plant arrives dead or with serious damage, please contact us within 48 hours of delivery.
Please provide:
- Clear photos of the plant
- A photo of the packaging
- A photo of the shipping label
After assessment, we may offer a replacement, refund, or store credit, depending on availability and the situation.
What Is Not Considered Damage
Minor cosmetic effects from transit are normal and are not grounds for a refund. These include:
- Temporary drooping or wilt
- Minor leaf blemishes
- Soil disturbance
- General transport stress
These issues usually resolve with standard plant care once the plant settles.
Customer Responsibilities
Customers must:
- Provide a correct delivery address
- Collect parcels promptly
- Provide appropriate care on arrival
Incorrect addresses, delayed collection, or inadequate care may void refund eligibility.
Shipping Fee Adjustments for Multiple Orders
If you place multiple orders within the same week and reach the free-shipping threshold, your initial shipping fee will be refunded in line with our weekly shipping structure.
FOMO PREPAY Refunds
If an order paid with FOMO PREPAY is refunded, the refunded amount will be returned to your FOMO PREPAY balance.
FOMO PREPAY top-ups themselves are non-refundable.
🌿 NELSON PLANT GUY — PRE-ORDER TERMS & CONDITIONS
Last updated: 6 January 2026
These Pre-Order Terms & Conditions apply only to products listed as Pre-Order on the Nelson Plant Guy website. By placing a pre-order, you confirm that you have read, understood, and agreed to the conditions below.
1. What a Pre-Order Is
A pre-order secures a plant before it is ready for dispatch.
Pre-order plants are typically supplied as:
- Tissue culture plantlets
- Young starter plants that require deflasking, acclimatisation, and grow-on time
Pre-ordering allows us to:
- Purchase plants in bulk, reducing costs that are reflected in pre-order pricing
- Plan numbers accurately and allocate grow-on space
- Take the time required to grow plants on properly rather than rushing them to sale
2. Plant Size & Appearance
You will receive a starter plant in the pot size stated in the product listing.
Images shown are reference images only unless explicitly stated otherwise.
Mature plant photos are provided to illustrate expected form or variegation style, not size or exact appearance at dispatch.
Each plant is unique. Size, colour, leaf shape, and growth habit will vary.
3. Variegation & Genetic Stability
Variegation may not express immediately, particularly in young or tissue-cultured plants.
Expression can change as the plant matures and is influenced by environment and care.
Reversion or instability is a known risk and is not considered a defect unless stated in the listing.
A plant is not guaranteed to be variegated unless explicitly stated.
Quality Control Commitment
If a plant sold as variegated displays low-grade or commercially unviable variegation at dispatch, it will not be fulfilled.
In this instance, a replacement, refund, or store credit will be offered at our discretion.
4. Dispatch Timeframes, Order Fulfilment & Plant Selection
Dispatch dates are estimates only.
Plants ship when ready, not to a fixed calendar date.
Orders may be fulfilled in the order they were placed as plants become ready.
Where multiple plants are available:
- Selection is offered in order of purchase where practical
- If no suitable option is available, a replacement, refund, or store credit will be offered
5. Updates & Communication
Updates may be shared via email and/or Nelson Plant Guy social media channels.
Individual plant updates are not guaranteed.
6. Payment & Pricing
Full payment is required at the time of purchase.
Pre-order pricing reflects early commitment and grow-on care.
Pricing is locked in at purchase.
7. Cancellations & Refunds (Pre-Orders)
No cancellations for change of mind.
Pre-orders cannot be cancelled due to reasonable grow-on delays.
Where no specific dispatch date is agreed, delivery will occur within a reasonable timeframe as required under the Consumer Guarantees Act 1993.
If supply is not possible, a replacement, refund, or store credit will be offered.
8. Shipping, Packaging & Risk
Plants are securely packaged with preventative measures for delays and weather.
We monitor weather conditions and may delay dispatch if required for plant safety.
Risk transfers once the parcel is handed to the courier.
9. DOA, Transit Stress & Early Intervention
Issues must be reported within 24 hours of delivery.
Minor transit stress does not constitute DOA.
Early communication helps prevent further damage.
10. Customer Care Responsibility
Plants must not be repotted immediately.
Allow time to acclimatise.
Care instructions will be provided and should be followed.
11. Consumer Guarantees Act (NZ)
Nothing in these terms limits your rights under the Consumer Guarantees Act 1993.
12. Acceptance of Terms
By placing a pre-order, you acknowledge and accept these terms.
