Refund policy

 

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

We cannot accept returns on sale items, gift cards or if you change your mind make an incorrect choice.

Refund Process
To start a return, you can contact us at sales@sproutwellgreenhouses.com.au. If your return is accepted, we will advise of next steps. Items sent back to us without first requesting a return will not be accepted.
Contact us for any return question at sales@sproutwellgreenhouses.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, gift cards or if you change your mind, make an incorrect choice or the item is not what you expected.

Exchanges
The fastest way to ensure you get what you want is to lodge a return with us on the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Any order cancellation requests will be refunded less the applicable merchant fee and administration fee of 5% of the order value. 

Termination / Change of Mind 

These terms and conditions are applicable to you upon your accessing the site and/or completing the registration or shopping cart process. While it is our practice to confirm orders by email, the receipt of an email order confirmation does not constitute our acceptance of an order or our confirmation of an offer to sell a product or service. We reserve the right, without prior notice, to limit the order quantity on any product or service and/or to refuse service to any customer. We also may require verification of information prior to the acceptance and/or shipment of any order.

Sproutwell™ may deliver notice to you by means of e-mail, a general notice on the site, product information or by other reliable method to the address you have provided to Sproutwell Greenhouses™. Intent to cancel must be received within 48hrs of placing order.

Any order cancellation requests will be refunded less the applicable merchant fee and administration fee of 5% of the order value. 

A stock holding fee of 50% will be held after 7 days due to stock allocation/administration fees/storage fees etc. Any goods that are agreed to be refunded or returned, the postage/freight will be at the consumers expense. Once returned to the main Geelong warehouse and the goods received are deemed as being in a good saleable condition a refund will be processed less any applicable re-stocking / merchant fees.

Deposits are non-refundable due to change of mind (as per ACCC ‘No refunds will be given if you have simply changed your mind’). Sproutwell® Greenhouses is a small family business that is now dealing with 100’s of enquiries, phone calls, emails, orders, deliveries, installations, organising and attending shows. Therefore, we have no choice but to put policy and procedures in place to meet all demands put on us. Therefore if you are unsure at all about your purchase please do not buy. Contact us first, speak to one of our sale representatives and make sure you are happy to proceed before committing.

Termination due to Shipping Charges

Due to the nature of our large greenhouses, glasshouses, hot tubs, and saunas, freight quotes cannot always be automatically calculated. After you place your order, we will coordinate with our carrier and provide you with shipping options via email or phone. 

If you choose not to proceed with your order and wish to cancel, please note that your refund will be subject to applicable merchant and administrative fees. 

If you have any uncertainties regarding freight charges, we encourage you to email our team at sales@sproutwellgreenhouses.com.au prior to checking out. We would be happy to provide you with a quote, including shipping costs, so you can make an informed decision. 

As our website checkout incurs merchant fees and our admin team processes each order, please ensure you are fully informed before proceeding as these fees will be taken out of your refund.