Refund and Returns Policy

Overview

We at Roses Victoria make every effort to supply plants of quality and of the variety specified at time of sale. Our roses are packed with care and should arrive in good condition. If you have any initial concerns about the condition or quality please contact us within 48 hours of receiving your delivery. Plants are a living product, their performance will depend on the growing conditions and how they are cared for, which are factors beyond our control.

Therefore, our replacement guarantee does not automatically apply to every rose we provide. If your plant does not perform to your satisfaction, please speak to one of our friendly staff as soon as possible so that we can work with you to resolve the problem. The terms of our replacement guarantees are set out below.

Replacement or Credit Guarantee

We are confident with the quality of our plants that we offer a full replacement or credit guarantee for 1 months from the time of dispatch.

In the event of a rose plant failing to grow or of an incorrect variety, please contact us immediately on (03) 9847 7764 or send an email to info@rosesvictoria.com.au.

You’ll need to provide images of your rose plant (the whole plant, a close up of the foliage and the stems and also the area where it’s planted), and when instructed to do so return the plant and the receipt of your purchase to Roses Victoria. In any case, before removing the plant, please contact us as soon as possible.

Conditions Required for Replacement or Credit Guarantee

Roses Victoria considers the receiver responsible of the conditions the rose will be planted and will grow; if we decide the failure of the plant is due to lack of care (not enough watering, wrong planting, wrong mulching, wrong storage of the plant before planting) we won’t be able to refund or replace the plant. If the failure of the plant depends on our service, we’ll refund or issue a credit for the purchase price, depending on the availability, in that year or the next.

Refunds

Conditions Required for Refund

In instances where a customer changes their mind and requests a refund prior to Roses Victoria dispatching their order, Roses Victoria will refund the order but will retain 10% of the value of the order due to merchant and administration fees, up until the 30th of June 2023. As of the 1st of July 2023 only additions will be accepted with a change of order.

Limited refunds / cancellations will be processed (we will retain 30% of the value of the order) or we can offer a store credit for the full value, valid for 12 months. We won’t accept any cancellation when the order is already boxed or dispatched. Roses Victoria is not responsible for delays caused by the chosen delivery company. You’ll be provided with a tracking number that will be emailed to you once your order will be dispatched.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@rosesvictoria.com.au.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. Gift Vouchers are not refundable.

Shipping returns

To return your product, you should mail your product to: 24c Bamfield Rd, Mount Evelyn VIC 3796 You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@rosesvictoria.com.au for questions related to refunds and returns.