Terms of Service
Please read these Terms and Conditions carefully before using this website. By accessing or using the site, you agree to these Terms of Use. If you do not accept them, please do not use this website. These Terms of Service also apply to any sales quotes or invoices provided by our sales staff. Please also review our Privacy Policy, which governs your use of this website.
Products, Specifications and Content
All descriptions on this website are provided to the best of our knowledge. While we make every effort to ensure accuracy, any errors or omissions are unintentional. We provide weights, measurements, and similar details for convenience and to the best of our knowledge. We strive to keep information and photographs on this website complete, accurate, and current; however, occasional inaccuracies or outdated content may occur due to ongoing improvements to our designs. Engineering documents are assessed as site-specific when required, and additional costs for engineering work must be agreed upon at the time of purchase. All features, content, specifications, products, and prices described or shown on this website are subject to change without notice.
Shipping of Goods
When placing an order, it is your responsibility to ensure the delivery address entered at checkout is correct. We are not liable for items sent to an incorrect address if changes are not communicated to us before dispatch.
Purchases from this website are made pursuant to a shipment contract. As part of the delivery process, a contactable telephone number is required so the courier can arrange delivery. We do not ship to PO Boxes, as most orders over $150 require a signature on delivery.
Freight quotes are valid for 30 days and may be reviewed at the time of booking, particularly if stock is being stored at a customer’s request.
While our greenhouses, hot tubs, and saunas are flat-packed and designed for easy assembly, many consist of multiple cartons. These cartons are typically shipped on pallets, which are generally tailgate and pallet jack unloaded, and can exceed 2.5–3 m in length. Depending on the materials (e.g., polycarbonate or glass), they can weigh anywhere from 100 kg to 400 kg. It’s important to consider this when planning delivery and unloading, as larger or heavier consignments may require additional equipment or assistance.
Some large consignments, including orders over 2.7 m in length, may require additional unloading assistance via a HIAB (truck-mounted crane). This does not apply to every delivery, so the charge is not included in standard freight pricing. A HIAB may be required if the courier determines that the delivery site is unsuitable for standard unloading or the freight exceeds pallet jack capacity. If a HIAB is required, this will be an additional charge payable by the customer.
In some cases, when we book freight for regional deliveries, the courier may advise that they do not service the area, or that the cost is higher than originally quoted. If home delivery is available, the customer may be required to pay an additional fee. If delivery is not available to the site, the customer may be required to collect the goods from the nearest depot of the courier used for dispatch.
Goods will be dispatched as soon as payment has been made in full and the items are available. Payment of the balance is considered confirmation that the customer is ready for dispatch. Once a consignment leaves our warehouse, the freight company will provide updates and coordinate delivery directly with the customer.
If you are unable to accept delivery when stock is available or upon payment of the balance, you must notify us in writing of a suitable delivery window. We will always do our best to coordinate dispatch to suit your needs. Requests to hold delivery for an extended period may incur additional fees, (see Pre-orders, Stock Allocation and Storage for more information).
Please note that any failed delivery attempts or storage by our freight partners due to the customer’s inability to accept delivery where no appropriate delivery window has been communicated in writing will result in additional storage and re-delivery charges, payable by the customer.
By placing an order, customers are deemed to have accepted and agreed to all of these shipping terms.
Depot Collection
Please note, we use one primary carrier for our Greenhouses, Glasshouses, Hot Tubs, and Saunas due to the size and nature of the freight. Depot collection locations depend on where this carrier operates. Even if other couriers service your area, this does not mean we have access to them.
If you would like to know your closest depot, please contact us prior to purchase, or we will advise you after your order is placed.
Freight depots will store orders for a maximum of 48 hours upon arrival; any storage beyond this period will incur additional charges.
Change of Address / Re-Delivery Charges
Please be advised that any changes to the shipping address after your order has been dispatched must be sent as a formal request to admin@sproutwellgreenhouses.com.au
Depending on the timing, we may not be able to make the change, and the freight company may charge additional fees for address modifications. To avoid extra charges, please ensure your shipping information is correct at the time of order.
Additionally, if you are unavailable on the agreed delivery date, re-delivery charges will apply. Re-delivery fees may also be incurred if the freight company cannot access the property for delivery.
Pickup Information
Pakenham:
Please be advised that a $50.00 fee applies to any greenhouse, hot tub, or sauna orders collected from our Pakenham location. As we do not hold inventory at Pakenham, orders must first be transferred from our Geelong warehouse. Additionally, any pickups that require a forklift, such as glasshouses and hot tubs, must be booked in advance. We encourage you to contact one of our sales representatives to explore pickup options.
Geelong:
Pickups from our Geelong warehouse are free of charge. Pickups from Geelong are available Tuesday to Friday, 8:30 am to 4:00 pm, and must be booked in advance. We do not prepare any orders until you have confirmed your pickup date and time with our team.
If you require your greenhouse order to be palletised for collection by your own courier, a $50.00 fee applies for these services, which include palletising, wrapping, and labelling.
Pre-Orders, Stock Allocation & Storage
When you place a pre-order, you are confirming that you will be ready to purchase and take delivery of the item once it arrives at our warehouse. We will keep you updated on any changes to the expected arrival date.
Due to the volume of stock that cycles through our warehouse, we cannot store pre-ordered items indefinitely. The standard holding period for pre-orders is four weeks from the date the stock arrives at our warehouse, after which storage fees may apply for any collection beyond this period.
If the item is already available at the time of ordering, you will have four weeks from the time of placing your order to finalise payment and either pick up or arrange dispatch of your stock. After this period, storage fees may apply if collection or dispatch is delayed or we may re-allocate your item to a later drop of stock.
We understand that delays can sometimes occur due to site preparation, council approvals, or other circumstances. If needed, we are happy to re-allocate your order to a later drop of stock if this better suits your schedule.
Termination/Change of Mind
By accessing this site or completing a purchase, you agree to these terms and conditions. While we may send an order confirmation by email, this does not constitute acceptance of your order. We reserve the right to limit quantities, refuse service, or request verification of information before accepting or dispatching any order.
Sproutwell™ may contact you via email, website notice, or other reliable methods using the details you have provided. Intent to cancel must be received within 48 hours of placing an order.
Cancellations will be refunded less merchant and administration fees of 5% of the order value.
A stock holding fee of 50% will apply after 7 days to cover stock allocation, administration, and storage. For returned goods, postage/freight is the customer’s responsibility, and refunds will only be processed once the items are received at our Geelong warehouse in resalable condition, less any applicable re-stocking or merchant fees.
Deposits are non-refundable due to change of mind, in line with ACCC guidance. Sproutwell® Greenhouses is a small family business handling hundreds of enquiries, orders, and deliveries. Policies and procedures are necessary to meet operational demands. If you are unsure about your purchase, please contact a sales representative before committing.
Termination due to Shipping Charges
Due to the size of our greenhouses, glasshouses, hot tubs, and saunas, freight quotes cannot always be calculated automatically. After placing your order, we will coordinate with our carrier and provide shipping options via email or phone.
If you decide not to proceed with your order and wish to cancel, refunds will be subject to applicable merchant and administration fees.
If you are unsure about freight costs, we encourage you to contact us at sales@sproutwellgreenhouses.com.au before checkout. We can provide a shipping quote so you can make an informed decision.
As merchant fees apply at checkout and each order is processed by our admin team, please ensure you are fully informed before completing your purchase, as these fees will be deducted from any refund.
Customer Communication Requirements
If we have made repeated attempts to contact a customer regarding their order, pre-order, pickup, or delivery and receive no response, Sproutwell Greenhouses™ reserves the right to treat the order as abandoned.
In such cases, we may cancel the order, return stock to inventory, or reallocate pre-ordered items, and any applicable storage, merchant, or administrative fees may apply.
At our discretion, any deposit paid may be held as credit toward a future order, less applicable fees, and must be used within 12 months of the original order date.
Customers are responsible for ensuring their contact details are correct and for responding promptly to communications regarding their order.
Damaged Goods
Unfortunately, fragile items can sometimes be damaged during shipping. If this occurs, please email admin@sproutwellgreenhouses.com.au with photos of the damaged product within 48 hours of delivery. If damages are not reported within this timeframe, we cannot file a claim with the carrier and will not be able to accept responsibility.
Once we are notified, Sproutwell™ will lodge a claim with the freight agent. Claims typically take 8–10 business days to process.
In most cases, we can order a replacement item at no cost once the damage has been verified via photo. Replacements are subject to availability.
Returns
To return an item, you must notify us within 14 calendar days of receiving it by calling 1300 657 174 or emailing sales@sproutwellgreenhouses.com.au. To be eligible for a return, items must be unused, in the same condition as received, and in the original packaging, with a receipt or proof of purchase.
Refunds
Once we receive your returned item, we will inspect it and notify you of the outcome. If your return is approved, we will initiate a refund to your original payment method, which typically takes up to 7 business days depending on your card issuer.
Please note: Refunds, credits, or replacements cannot be issued for change of mind, incorrect choices, or if the item does not meet your expectations. Please ensure your purchase is carefully considered.
Return Shipping
You are responsible for all shipping costs to return items. Shipping fees are non-refundable.
Warranty Disclaimer
All warranties are valid from the date of delivery. No other warranties are expressed or implied. Warranties do not cover damage caused by mishandling, mis-assembly, misuse, accident, collision, forces of nature, inclement weather, or general wear and tear. We recommend that greenhouses, hot tubs, and saunas are covered under your home or contents insurance.
Warranties cover only parts deemed faulty under normal use, as outlined in the product user guide. All parts claimed under warranty must be returned to us for inspection, repair, or replacement. Freight costs are not covered for items replaced under warranty. Refunds, credits, or replacements are not provided for change of mind, incorrect choices, or items not meeting expectations, so please ensure purchases are carefully considered.
Engineering Certification
Our Greenhouses are independently assessed by an Australian engineer to ensure suitability for Australian weather conditions, beyond standard European design requirements. Engineering certification provides guidance on structural durability, but it does not make any product indestructible. Performance may vary depending on base preparation, orientation, wind breaks, maintenance, and other factors outside our control.
Certification allows customers to compare greenhouse ranges according to their needs. For example, a small Garden Pro may be suitable in a protected backyard, while an open-acreage site may require the more robust Grange.
We strongly recommend including your greenhouse in your home and contents insurance, as no engineering certification or warranty protects against storm or weather damage outside our control.
Cedar Hot Tub & Sauna Warranty
Warranty is valid from the date of delivery. No other warranties are expressed or implied. Warranties do not cover damage from mishandling, mis-assembly, misuse, accident, forces of nature, inclement weather, or general wear and tear. We recommend these items are covered under your insurance.
Plumbing, seals, O-rings, Jet Nozzles, Lighting and accessories: 1 year (parts only).
SpaNet equipment including Pump, Blower, Circulation Pump: 1st year parts & labour, 2nd year parts only.
External Heat Pumps: 1st year parts & labour, 2nd & 3rd year parts only.
Timber: 3 years parts only against manufacturer defects.
Hot tubs or saunas installed by Cedar Hot Tubs Australia carry a 3-month labour warranty on the above items.
Limitations of Liability
Sproutwell Greenhouses™, its directors, and staff are not liable for injuries, property damage, or any punitive, special, indirect, consequential, or incidental damages arising from the use or assembly of our products. Users must exercise caution and follow product guidelines.
Use of This Website
All content on this website, including text, graphics, logos, designs, and downloadable material, is owned or used with permission by Sproutwell Greenhouses™. You may not modify, copy, transmit, redistribute, or commercially exploit any content without our express written permission.
All trademarks, service marks, and trade names on this site are the property of Sproutwell Greenhouses™.