Refund policy

1. Refunds and returns, and our responsibilities for loss or damage
   6.1 Returns: We stand by the quality of our Product(s) however if you have any questions or complaints about the Product(s), please contact the Palmers store that fulfilled your online order (you will be able to find these details on your packing slip). You will need to return any rejected Products into store or arrange for them to be safely shipped back to us at our designated address (unless otherwise arranged with the Palmers store that fulfilled your order). You will need to pay for the delivery cost of the return. Where your product is faulty, and we are unable to repair or replace it, we may offer a refund. Refunds will be processed instantly in store or within 5 - 10 business days when the Products are returned back to us (and in both cases, it may take a few days for the money to appear in your account depending on your bank).
   6.2 Palmers Promise: If any of the plants you buy from us fail to grow after within 12 months from purchase (and such failure to grow is not due to external conditions or causes such as extreme weather, breakages and inadequate care), you can return the plant to the store that you purchased it from, along with your proof of purchase, and we will happily replace the plant for you. If you have purchased the plant from us online and you are unable to make it in store to return the plant, you will need to send a photo of the original plant to via email to the Palmers store that fulfilled your online order for assessment before we can offer you a replacement, and you may need to pay additional delivery costs for such replacement. The replacement plant will be up to the same value of the original plant and only applies to the plant and not any accessories, fertilisers, mixes, delivery fees or other fees or products that are associated with your original purchase. If the replacement plant variety is out of season at the time of your return, then a similar in-season plant will be offered as a replacement. Alternatively, we can place an order for the exact variety and advise when the plant is back in stock and/or may offer you a store credit. This Palmers Promise does not apply to clearance, free or replacement plants that are provided to you, unless a product fault is identified and/or you have rights under New Zealand consumer laws (see section 6.4 below).
   6.3 Change of mind: We do not offer returns or replacement of our Products if you have simply changed your mind, so please choose your items carefully when buying online.
   6.4 Consumer laws: Nothing in these terms will limit or affect your rights as a consumer under the Consumer Guarantees Act 1993 (CGA) or the Fair Trading Act 1986 (FTA) and you have rights under both the CGA and FTA as a consumer. To the extent that you are acquiring the Products for business purposes, you acknowledge and agree that you are acquiring the goods in trade and the CGA will not apply to those Products.
   6.5 Responsibility for loss and damage: Except to the extent permitted by law, including under the CGA and FTA: (a) we do not make any warranties or representations as to the accuracy of information, content, materials or products on our website, and we do not warrant that the goods we deliver to you will be identical to those displayed on our website; (b) our liability to for any claim, damages, loss or expense related to the supply of Product(s) to you is limited to the amount paid by you for such Product(s); and (c) all other warranties, representations and guarantees (whether express, implied or statutory) are hereby excluded, including without limitation, suitability, fitness for purpose, accuracy or completeness. Neither you nor we will be liable to the other for any loss of profits, or indirect or consequential damages, losses or expenses of any kind that are incurred by a party in connection with these terms.