Terms of service
Terms of Service
Your statutory rights are not affected by these Trading Terms.
Returns (Australian Orders)
At Evergreen Walls, we prioritise your satisfaction. If you need to return an item for a refund, please follow these guidelines:
- Contact us within 7 working days of receiving the items (MondayβFriday).
- Repack the item in its original packaging.
- Do not use the items before returning them.
Free returns apply only to qualifying online orders returned in full and within 7 days of receiving the product. We will provide a return label and return warehouse address.
Partial returns or returns after the 7 business days will incur a shipping cost which is organised and paid for by the customer. Insurance with the chosen courier is suggested, any damage to the order in transit is the customer's liability.
The items are to be returned to our warehouse 48 Winbourne Road Brookvale NSW 2100. Tracking information sent to info@evergreenwalls.com.au.
Refunds
Once approved, refunds will be processed within 14 days of receipt by the original payment method. Partial returns incur a 20% handling fee from total amount.
Items must be returned in original packaging or deemed ready to be restocked back into saleable items.
Original and return carriage costs (if applicable) are non-refundable.
Customised, hand-built items or those not purchased through our website are non refundable.
Customised artificial green walls cannot be returned once installed.
For clients arranging their own freight, full responsibility for pick-up and delivery must be assumed. Detailed arrangements should be provided to us post-payment, with dispatch organised at least a day before pick-up.
Sale items are deemed non refundable if stated on the product description.
Partial Returns / Unused Products
Partial returns and returns of unused products may be accepted within 30 days of the original purchase date.
To be eligible for return, all products must be:
- unused and in their original packaging;
- in new, undamaged and resaleable condition; and
- returned with proof of purchase.
A 20% handling and restocking fee applies to all approved partial returns.
Return freight is the responsibility of the customer and all return costs must be paid by the customer. Original delivery or freight charges are non-refundable.
All returned products will be inspected once received by Evergreen Walls. Refunds will only be processed once the products have been confirmed as suitable for restocking.
Returns received more than 30 days after the original purchase date will not be accepted for change of mind, surplus or unused products.
Custom-made, modified, clearance or specially ordered products are not eligible for return unless faulty or otherwise required under Australian Consumer Law.
Approved refunds will be processed back to the original payment method.
This change-of-mind return policy does not limit any rights or remedies you may have under the Australian Consumer Law.
Cancellations
1. Cancellation Policy Overview
By placing an order with Evergreen Walls, the customer acknowledges and agrees that cancellations are subject to the following terms and conditions. These terms balance the protection of our business interests with maintaining positive customer relationships. The cancellation fee will be determined based on the specific circumstances of each order, including but not limited to the production stage, resources invested, and the overall impact on the business.
2. Cancellation Fees
In the event of a cancellation, a fee will be applied to cover costs incurred by Evergreen Walls. This fee will be determined on a case-by-case basis, considering factors such as:
- Stage of Production: The closer the order is to completion, the higher the cancellation fee may be, reflecting the increased costs and resources already committed.
- Custom Orders: The cancellation fee may be higher for bespoke or highly customised products due to the difficulty of repurposing or reselling them.
- Resource Allocation: Orders requiring significant resource allocation, such as materials, labour, or special equipment, will attract a higher cancellation fee.
- Impact on Business: Cancellations that cause substantial disruption or financial loss may result in a higher fee.
3. Minimum Cancellation Fee
The minimum cancellation fee will be the forfeiture of the deposit paid when placing the order or 25% of the total order value, whichever is greater. This minimum fee applies regardless of the circumstances surrounding the cancellation, except where Evergreen Walls cancels an online order due to freight or delivery restrictions as outlined in Section 9 below.
4. Assessment of Cancellation Fee
Evergreen Walls will assess the exact cancellation fee upon receiving the cancellation request. The customer will be provided with a detailed explanation of the cost, including a breakdown of the factors considered in its calculation. This assessment is final and binding.
5. Non-Refundable Costs
In addition to the cancellation fee, the customer may be responsible for non-refundable costs incurred by Evergreen Walls up to the point of cancellation. These may include but are not limited to, special materials ordered, third-party services contracted, or any other expenses directly related to the fulfilment of the order.
6. Notification of Cancellation
Customers must notify Evergreen Walls in writing of any cancellation request. The cancellation request's receipt date will be considered the effective date. Any delay in notification may result in higher cancellation fees.
7. Communication of Terms
Customers will be informed of these cancellation terms when they place their order. Proceeding with the order, the customer accepts and agrees to these terms. Evergreen Walls will make every effort to communicate the potential consequences of cancellation and work with the customer to minimise any adverse effects.
8. Legal Compliance
Australian consumer protection laws and industry standards have drafted these terms. Evergreen Walls reserves the right to modify these terms to ensure ongoing compliance and to reflect changes in business practices or legal requirements.
9. Freight-Related Cancellation Exception
Where Evergreen Walls, at its discretion, cancels an online order because the delivery address attracts unusually high freight charges, requires specialised transport, falls outside our standard delivery areas, or cannot reasonably be serviced by our freight providers, no cancellation fee, deposit forfeiture, administration fee or restocking fee will apply.
This exception also applies where Evergreen Walls cancels the order because the customer does not agree to an additional freight contribution or alternative delivery arrangement.
In these circumstances, the customer will receive a full refund of all amounts paid.
This exception applies notwithstanding any other cancellation provisions in these Terms of Service.
Complaints Procedure
We are committed to providing a high-quality service. To assist us to maintain this we aim to deal with any complaints and comments efficiently and fairly. If you have any complaints or comments that you would like to make concerning our service, please email us at info@evergreenwalls.com.au. Your comments are greatly appreciated and assessed as we constantly strive to maintain the highest standards.
Contact Methods
To report any damaged or missing goods or requests to return:
Telephone: 1300 084 884 during normal office hours MonβFri
Email: info@evergreenwalls.com.au
Payment Methods
On the checkout page you can choose to pay by all major credit/debit cards, Zip or AfterPay and Paypal after which a confirmation email will be sent to you. Whatever option you select, a confirmation email will follow for your records. The goods will only be shipped once payment is received.
Pricing Policy
All prices shown on this website are in Australian Dollars and are inclusive of 10% GST.
Voucher Codes
All voucher codes are only valid for orders placed on our website only and do not apply to bespoke orders or orders taken over the telephone.
Promotions
All of our promotions exclude the purchase of Gift Cards.
Gift Cards
You agree to these Terms when you purchase, activate, redeem, enquire or attempt to use a Gift Card.
Purchases exceeding the Gift Card value
Your Gift Card may be used to make purchases via our website. If you wish to make a purchase for an amount that exceeds the value of the card, you can pay the excess using another payment method at the checkout.
Gift Cards are non-redeemable for cash
Aim to use the total value of the card by the expiry date because the remaining amount is not refundable. You cannot redeem your Gift Card for cash.
Validity and expiry of Gift Cards
Your Gift Card will expire 36 months from the date of purchase.
Lost or stolen Gift Cards
Treat your Gift Card like cash, lost or stolen Gift Cards will not be replaced or refunded.
Recipient
Gift Cards will be sent to the recipientβs email address instantly (recipient may need to check their 'Junk' or 'Spam' inbox if they have not received).
It is the purchasers responsibility to ensure the recipients email address is entered correctly. Gift Cards not delivered due to a purchaserβs error will not be replaced or refunded.
Delivery Lead Time
Orders take 1β2 days to be dispatched from purchase. Shipping takes 3β5 business days from dispatch β tracking details will be sent to you once the package leaves the warehouse.
Bespoke and custom made products are dispatched within 7 working days.
Lead times for special displays/trees are quoted separately.
Delivery Methods
Our carriers deliver MonβFri 8amβ4pm. Deliveries are un-timed but we can generally indicate the day of delivery. Please ensure that someone is available to receive and sign for the goods. We do not take responsibility for missed deliveries or issues that are out of our control. If the information changed the customer must contact the courier directly. Alternatively, we can note the package to be left at the address without signature. Normal delivery times range from 3β5 business days after payment is received.
Clients can arrange their own freight. The client takes full responsibility to organise pick-up from our Brookvale warehouse to the chosen delivery address. Full details will need to be sent to us after payment is received and dispatch will need to be organised at least the day before pick-up.
International Delivery
Evergreen Walls can and does ship internationally to clients. This service is at the total discretion of the company and will be approved on a case-by-case basis. All quotes and invoices, including shipping fees do not include any import duties or taxes. All international orders from Evergreen Walls that include overseas delivery will be Deliver Duty Unpaid (DDU). For DDU shipments, clients get contacted by customs once their shipment arrives, and will have to settle any charges in order for customs to release the shipment for delivery.
Free Delivery
Free standard delivery applies to eligible online orders over $595 delivered to addresses within our standard freight network in NSW, VIC and ACT. Website orders only. Bulky, oversized and bespoke products are excluded. If a timed or special delivery is required, a surcharge may apply.
Regional, Remote and High-Cost Deliveries
Some regional, remote, offshore, difficult-access or high-cost delivery locations may fall outside our standard freight network.
If, after an order is placed, the delivery address attracts unusually high freight charges, requires specialised transport, or is outside our standard delivery areas, Evergreen Walls reserves the right to:
- Request an additional freight contribution from the customer;
- Offer an alternative delivery method or collection option; or
- Cancel the order and provide a full refund of any amounts paid.
Evergreen Walls will contact the customer prior to processing the order if additional freight charges apply.
We reserve the right to decline delivery to locations that are not reasonably serviceable by our freight providers.
Tracking Your Order
Tracking information will be sent via email once an order has been shipped. For more information on the shipment please contact the courier first. Our sales office can be contacted by telephone 1300 084 884 during normal office hours MonβFri or info@evergreenwalls.com.au to enquire about orders placed.
Warranty
A minimum 4-year warranty is provided on all of our green wall panels. Warranty is for fading and cracking of plant and/or panels only. This warranty does not cover wear from normal use or damage caused by abuse, mishandling, alterations, improper installation and/or assembly, accident, misuse or lack of reasonable care of the product. This warranty does not apply if the product is not installed in accordance with Evergreenβs specifications, instructions, manuals and other written material made available to the purchaser, nor does it apply to events and conditions beyond the control of Evergreen, including (but without limiting the generality of the foregoing) ground subsidence, settlement, earthquakes, floods, fire and other natural events, actions of third parties and/or acts of God or force majeure. In the event of a breach of this warranty, Evergreen will provide a replacement product. However, incurred costs such as labour for removal of the original product, installation of the replacement product and the cost of and incidental to other materials or expenses are not covered by this warranty.
12 month Warranty for Installation Services
If there's an issue with the installation within 12 months, we'll either:
- Replace the affected product or accessory.
- Repair the affected product or accessory.
- Reimburse you for the cost of replacement or repair.
To be eligible for this warranty, you must:
- Allow us to inspect the issue before any repairs or removals.
Evergreen makes no other warranties, express or implied, unless the exclusion of such warranties is prohibited by statute, whether Commonwealth or State. Evergreen shall not be responsible, either in tort or in contract, for any direct, incidental or consequential damages, loss of profits, loss of revenue, lost revenues, loss of use or any breach of any express or implied warranty, except where such warranty cannot be excluded by statute, whether Commonwealth or State.
Company Details
EVERGREEN WALLS
48 WINBOURNE ROAD
BROOKVALE, NSW 2100
AUSTRALIA
TEL: 1300 084 884
EMAIL: INFO@EVERGREENWALLS.COM.AU
ABN: 89 300 478 030
