Delivery/Collect

Eumundi Roses takes every care throughout the season to grow, label, pack and ship your plants to arrive in the best possible condition. Please follow tracking if provided or contact us if you feel the parcel may be overdue. There will be notification that the parcel is leaving or just left. Check trash and junk boxes also if details aren’t found. Parcels are sent with Aramex/formally Fastway Couriers or with Australia Post Express. Aramex will send tracking as a standard procedure. As yet, Australia post will only sometimes send tracking. If the parcel is more than 5 business days in transit there is a need to contact the courier for a hurry up. Parcels are consigned in advance (sometimes days/weeks) in readiness for sending. This enables the boxes to be labelled ahead of time so that as soon as the plants are ready, they can be packaged last minute to lessen the amount of time in the box. Please avoid contacting us as much as possible “to check on the progress of your order”. This will slow down the processing of every order. Whilst checking progress that valuable time could have been spent sending parcels. Updates will be sent if there is information to be supplied. Always assume we are working on your order if it was placed online. Pieces of paper orders do unfortunately meet their demise at times and those I do advise to check on. Being live plants the order is sometimes needing more growth, needing to harden off, needing to be dug during bare root season in winter only. You may have placed a pre-order which can be anywhere from a day in advance of sending to months/years. Do not contact us please to ask when. We will contact you and advise roughly the wait time. Please be patient in busy times because the highest priority is caring for the plants and sending out the orders. Those orders placed online are on a list that is brought up every morning 7 days a week to check for orders ready to send. As soon as an order is coming into stock/ready to go it will be consigned. An hour prior to sending it will go into the box. Then it’s packaging and sending. This happens at 7am/9am and 3pm to 4pm every week day. Please avoid contacting us during those hours. That will help process the orders faster.

All shipments are either personally delivered by Eumundi Roses wherever possible or reputable transport companies or Australia Post. If for any reason you feel the goods were damaged in transit please contact the delivery company direct to make your complaint. Responsibility of the delivery is taken over by the customer and the relevant courier once it leaves our premises. Reviews regarding damaged freight should be placed on the freight company reviews as this is something not within legal control of the supplier.
Transit insurance is an optional extra if you wish to pay the additional cost. Price on application. Please advise in the delivery instructions of your order if you wish to include transit insurance and are willing to pay the additional amount.

For Collect orders, please collect all bare root within a very short space of time. Outside of hours is fine; just let us know when. All Bare Root must be collected within days of notification and must be planted immediately after soaking for 24hours. They will normally be soaked here for 24hours. If out of water for any length of time it’s best to soak again. Anything not collected after 2 days may be potted and a potting price will then be due. Bare root roses are highly perishable. They cannot be held. Bagged/boxed roses can be held for a very short space of time also.

Any unpaid orders or set aside will be held for 48 hours maximum. Paid orders can be held for up to 2 months if potted. Paid and or Uncollected flower orders will be disposed of or sold after 24 hours. Please pay and advise if you need to delay.

Paid orders will always have a higher priority and will be supplied first before an unpaid order and always in chronological order of the date the order was placed for the requested item. It is very normal for wait times for some plants especially rare varieties or those with limited mother stock. We do the best we can. Abuse will be ignored. Demands for refunds will be ignored. There is a no refund policy so please check stock first if you need the order to be delivered in a set time frame or the items are very specific. Once paid the order can be cancelled or changed but there are no refunds. Substitutes or store credit will be offered.

On collection of your plant/plants please consider that the plant may be dormant in winter with no leaves/flowers. Please also consider on short notice that we may need some time to prepare the plant to give to you. As an all year round rose nursery the roses are not always going to look simply amazing. The plan here is to sell plants that will last the long term. Grown from the roots up, plants will establish the roots, then the stems/leaves, then the flowers. They will be sold at any stage from freshly planted showing good leaf bud development to fully established and flowering. Some may be hard pruned and not much at all to see but they will surprise with rapid new growth once they get going. Here the plants will have a dormancy/semi-dormancy and sometimes the leaves will look scruffy and the plant in general won’t look great. That is normal. The plant will not be sold if we are not confident it will grow.

Guarantees

All plants are living things and like all other living things, may die of natural causes at any stage of growth; or possiblility of disease or lack of nutrient or water, poison, etc beyond control of Eumundi Roses once left the premises. Eumundi Roses offer free advice via personal communications and website information. The onus is on the customer to seek out that advice and to follow the advice given. Eumundi Roses will guarantee that our plants are grown to the best of our ability with a sound background and long history over generations of growing plants and cut flowers. If you feel dissatisfied for any reason please contact us whilst the plant is declining. There is a high probability we can offer advice in how to best help the plant. We strongly recommend taking a series of photographs if you feel there is something wrong. It will help us to diagnose the problem. Our advice is free and we hope that you would take advantage of that rather than complain and demand a refund after the plant is dead. Eumundi Roses endeavour to ensure plants are in their best possible condition and fully sun-hardened and showing no signs of sickness when they leave our premises. Anything offered at special prices and said to have less than perfect condition will not be guaranteed. Replacement options will be available if Eumundi Roses determines there has been fault in production and sufficient proof of this has been provided. If a customer has a need for early delivery or delivery that is not recommended due to the immaturity of the plant, the customer accepts all losses arising from that. To the best of our ability all plants are sun-hardened and grown in natural environment to ensure a strong and hardy plant. A strong and hardy plant may be quite bare during winter/spring and will soon spring to life as conditions warm and roots expand. Good root development is the number one aim. A bushy lush top is not necessarily indication of a healthy plant. Plants need a well-established and sound root system for sustained growth. “Speed-growing” will not produce that.

Availability

Plants and flowers may be available as in stock or available as pre-order. Pre-orders may be placed at any time effectively ensuring the customer of a place in the que for a product which has limited availability. On purchasing a pre-order product the customer accepts that there may be an undefined wait time until that product becomes stock ready for shipping. This is very normal practice with roses and chrysanthemums. Please keep us informed of any change of address. Paid orders will take priority. Some plants may not be available despite best efforts to keep the website current. In this instance goods may be replaced with equivalent or better product or store credit at the discretion of Eumundi Roses. Please indicate any replacement options/preferences in the comments section of your order. Eumundi Roses will not refund for any part of the order that could not be supplied. This is not possible due to bank conditions of the payment gateway. Please don’t ask. Be sure before you make your purchase by checking the availability. Payment will be considered as acceptance of these terms.

Pre-orders
A pre-order is an order that is paid ahead of time to secure the purchase of an item which may be available at some time in the future. In the case of rose plants, a limited number of each variety is available for purchase each year. The roses are grafted and dug and once the limited number is sold no more is available until the next winter. The order will automatically carry over or a replacement or store credit will be offered if for any reason the product becomes unavailable. Bare-root season is from June to August only. A pre-order has the advantage of securing a plant that may be sold out by the time it is actually dug and available. Bare Root rose plants are available from nursery stock for a very short time during the planting season from June to July and into August until potted or sold out. Consider that your supplier has taken time and trouble to secure this item for you. Cancellation is not an option unless for exceptional reasons. Spotting the product elsewhere and thinking it’s ok to cancel is not sufficient reason to leave your original supplier stuck with the product procured or grown or growing for you and more particularly it could have been allocated to another customer and sold. Pay later is no longer an option. Payment may be made by transfer or by credit card either online or by phone.

Incorrectly labelled product

Please provide sufficient evidence to support your claim, showing the original order, any subsequent communications, photos of the plants development sufficient that we may identify the variety, the label and the pot it came in. Eumundi Roses will assess each claim on it’s own merits. It does happen at times that rose batches will be supplied to us incorrectly labelled on the batch or a plant may be different to the rest of the batch. It may also happen during planting but this is rare as each pot is marked during the process. This is extremely rare. It is more common that the customer swaps the ordered product for another during the purchasing or collecting process and forgets they have done this. The pots are all written on and boxes labelled and catalogued; labels are provided to match the order. It is rare that the wrong label is attached to the product but it does happen. If the plant is still in its pot in saleable condition Eumundi Roses will happily exchange for the correct product if it is currently available. If the plant has been put into the ground the swap is not possible. If sufficient proof is provided that an error has been made during the processing of the order, Eumundi Roses will provide the plant ordered at cost price and you may keep the incorrect plant.

Cancellations

Eumundi Roses will not offer cash refunds for anything for any reason unless it is an offer that we make to you. Please understand that from the time the deposit or payment is made, we may have allocated product in the field to your order and told others we cannot supply or we may have externally purchased stock to make up your order or carried out a variety of paperwork tasks and commuications to process the order. Please be sure of your purchase before making the payment. A 20% holding deposit paid is Non-Refundable. Store credit, postponement or replacement options are available.

Postponements

Eumundi Roses will be happy in light of cancelled events, to postpone to a later date provided goods are not already purchased and cannot be reasonably sold for the same return. A payment will be required for expenses outlaid to date of notification; being goods or services. Cost difference may be required.

Refund Policy

Due to common fraud schemes whereby stolen cards are used to order goods and then refunds demanded (which are then paid to the criminal) effectively giving the criminal cash instead of goods, Eumundi Roses is advised by Commonwealth Bank that no refunds are to be given. All refunds will be given as a swap for goods or store credit. Please be sure of all purchases before making the payment. Payment secures a contract to purchase. That contract will be served to the best effort of providing the goods there on. If that product cannot be supplied the customer will be offered a substitute or store credit for anything else the store may be offering. Refunds will be limited to only those situations Eumundi Roses at their absolute discretion determines fit for refund. Damaged in transit is the responsibility of the carrier. Please contact the carrier direct.
For any other claims photographic evidence, documented dates and a soil sample will be required to prove Eumundi Roses at fault for the death of the plant.

Any refund will include an administration fee to cover time and costs expended in corresponding and processing of the refund unless at their discretion Eumundi Roses should choose to waive the admin fee. Any attempts to slander, extort refunds or money from Eumundi Roses through reviews will be met with legal action for defamation and compensation for such damages will be sought through the courts.

Eumundi Roses guarantee all of our plants are true to variety within acceptable variances. A variation in colour within the range of the plants specified variety will be considered an acceptable variation and therefore does not constitute a refund. All plants vary in colour throughout the season with different soil elements, PH and weather for which we have no control. A leaf on a tree may be green or it may be red. That’s nature. Our plants are no different. We cannot guarantee colour or what happens to the plant after it leaves our premises. The onus is upon the purchaser to research all information for the successful life of the plant or cut flower/foliage. All claims will require the plant returned to us and sufficient photographs and information to prove the claim.

Our intention is to provide quality, delivered to the customer to the best of our ability. If for any reason there is dissatisfaction we would always wish to know so that we can offer assistance and advice where it may help and to also improve our service into the future.

Below is copied from the Commweb gateway terms and conditions and is the majority reason not to refund. Aside from that it is quite unfair to place an order and then do the shop around and cancel causing a business to outlay funds and time to process an order and process a refund. Bear in mind most times we don’t know you.

Quote from Gateway terms and Conditions
Here are some common examples of fraudulent use of a Card:
• someone uses a stolen Card or account number to purchase goods or
services fraudulently;
• a person known to the Cardholder uses a Card to order goods or services but has not been
authorised to do so by the Cardholder;
• the customer falsely claims that he or she did not receive the goods or services;
• fraudsters run consecutive numbers on an internet site or Interactive Voice Response
(IVR) in an attempt to find a valid Card number that they then use to purchase goods or
services fraudulently;
• customer uses a stolen Card or account number to make a purchase and returns later
requesting a refund to their own Card;
• customer makes a large order over the phone or online using a stolen Card or account
number and requests part of the funds to be transferred to another account;
• manually entering stolen Card or account number details on the terminal or online
merchant facility.
2.10.2 Some basic precautions
Make sure that you have policies and procedures for handling irregular or suspicious
Transactions. Remind your staff that they must take steps to verify that the Cardholder is who
they say they are.
Also, keep records of all Transactions and proof of delivery of goods or services for at least six
months after the event.
Remember: Transaction authorisation doesn’t guarantee that the purchaser is the
true Cardholder

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