Return & Refund Policy

At GreenMachine, we take pride in supplying healthy, high-quality New Zealand native plants and gardening products. Every order is carefully grown, inspected and packed before leaving our nursery to ensure it arrives in the best possible condition.

As plants are living products, they require different handling to most retail items. This policy explains how returns, refunds and replacements are managed.

Plant Quality Guarantee

We stand behind the quality of our plants and want you to be happy with your purchase.

If you believe there is an issue with your order, please contact us as soon as possible. We will assess each situation fairly and work with you to find an appropriate solution.

Inspecting Your Order

Please inspect your order as soon as possible after delivery.

If your order has arrived damaged, is incorrect, or has missing items, please contact us within 24 hours of delivery.

To help us assess your claim, please include:

• Your order number.
• A description of the issue.
• Clear photographs of the plants and packaging where applicable.

Claims may not be accepted where plants have not been unpacked promptly after delivery, or where damage has resulted from incorrect or incomplete delivery information supplied by the customer.

Returning Plants

Plants must not be returned without prior approval from GreenMachine.

If a return is approved, plants must:

• Remain unplanted.
• Be returned in original packaging
• Be returned in substantially the same condition as supplied.
• Be returned following the instructions provided by GreenMachine.

Unauthorised returns may not be accepted.

Refunds & Replacements

Where a claim is approved, GreenMachine may provide an appropriate remedy depending on the circumstances, including:

• Replacement plants.
• A partial refund.
• A full refund.

The remedy offered will depend on the nature of the issue, the condition of the plants and our obligations under the Consumer Guarantees Act 1993.

Approved refunds will be processed back to the original payment method where applicable.

Change of Mind

Due to the perishable nature of living plants, GreenMachine generally does not accept returns or provide refunds for:

• Change of mind.
• Incorrect plant selection.
• Plants that have already been planted.
• Plants that have not been appropriately cared for after delivery.
• Orders where suitable growing conditions or planting requirements have not been met.

If you're unsure which plants are best suited to your project, our team is happy to help before you place your order.

Plant Care After Delivery

GreenMachine carefully grows, inspects and dispatches healthy plants.

Once plants have been delivered in good condition, their ongoing health and performance depend on factors outside our control, including:

• Planting methods.
• Watering.
• Soil conditions.
• Weather and environmental conditions.
• Frost, wind or extreme temperatures.
• Pests and diseases.
• Ongoing care and maintenance.

For this reason, GreenMachine cannot guarantee the long-term performance of plants after delivery. This does not affect your rights under the Consumer Guarantees Act 1993.

Clearance & Seconds Plants

From time to time, GreenMachine offers clearance or second-grade plants at reduced prices.

These plants may have cosmetic imperfections, reduced foliage, irregular growth or other disclosed characteristics that are reflected in their discounted price.

These disclosed characteristics are not considered faults and do not qualify for a return or refund.

Non-Plant Products

Unused gardening products and accessories may be eligible for return where they:

• Are unused and in their original condition.
• Have prior approval from GreenMachine.
• Meet any applicable supplier warranty conditions.

Please contact us before returning any non-plant items.

Return Shipping

If GreenMachine has supplied the incorrect item or the product is confirmed to be faulty or damaged on arrival, we will advise the appropriate return process and, where applicable, arrange or contribute towards return shipping.

Where a return is approved for any other reason, return shipping costs may be the responsibility of the customer.

Customer Responsibilities

To help ensure your plants arrive and establish successfully, customers are responsible for:

• Providing accurate delivery information.
• Ensuring someone is available to receive the order where required.
• Unpacking plants promptly after delivery.
• Watering plants if planting is delayed.
• Following appropriate planting and aftercare practices.

Failure to do so may affect eligibility for a return, replacement or refund.

How to Request a Return or Refund

Please email our team with:

• Your order number.
• Your name.
• A description of the issue.
• Clear photographs where applicable.

We'll assess your request as quickly as possible and advise the next steps.

Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer law.

Need Help?

If you have any questions about your order, plant quality, delivery or this Return & Refund Policy, please get in touch with our team.

We're passionate about helping New Zealanders create beautiful native gardens and will always work towards a fair, practical and reasonable solution when issues arise.