Your statutory rights are not affected by these Trading Terms
If for any reason you wish to return and be refunded for any of the items purchased, contact us within 7 working days of receiving the items by one of the contact methods described below. Our working days are Monday-Friday.
Please do not use the items.
Please re-pack in the original packaging.
We will provide a return label for you to attach to the un-used goods.
Once the goods are inspected a full refund will be processed within 14 working days.
Free returns are at the discretion of Evergreen Walls and only apply:
- to qualifying online orders
- if the customer has made the correct order
- if the full quantity of goods ordered are returned at once
Should you wish to return only a portion of your order, or a mistake has been made on your end then the total cost of shipping plus a 10% handling fee will be deducted from your refund amount.
Refunds for cancelled items will be made by the original payment method within 14 days of receipt. Items manufactured (hand built), customised to customer requirements or not purchased from through our website cannot be returned.
We have a full returns policy on all our products, however please note: once customised artificial green walls have been put up, they cannot be returned to us, as they have been made specifically to your requirements and therefore cannot be resold.
Should a customer place an order and later cancel, their deposit will be forfeited or 25% of the order value will become due to Evergreen Walls, whatever is greater.
Where a customer changes their mind and wishes to exchange their order for an alternative product they may do so, however, all shipping costs to the customer and from the customer back to our Sydney warehouse will be borne by the customer, in addition to a 25% restocking fee (based on the item cost), or $100 whatever is the greater. The customer will be liable for the shipping of the new stock that is being dispatched. This can occur within 7 days of taking delivery.
Please check all goods before signing for them. If this is not possible please sign that the goods are unchecked for damage. If goods arrive damaged please sign the delivery note “item damaged”. Then notify us within 7 working days by one of the contact methods described below. We will send you a returns note to complete and arrange free collection.
Replacements will be dispatched as quickly as possible.
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 e-mail us. Your comments are greatly appreciated and assessed as we constantly strive to maintain the highest standards.
To report any damaged or missing goods or requests to return
Telephone: 02 8197 3002 during normal office hours Mon-Fri
E mail: email@example.com
On the checkout page you can choose to pay by all major credit/debit cards 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.
All credit cards used to pay offline invoices incur a 1.75% merchant fee. (subject to change)
All prices shown on this website are in Australian Dollars and are inclusive of GST 10%
All voucher codes are only valid for orders placed on our website and do not apply to bespoke order or orders taken over the telephone.
Orders take 1-2 days to be dispatched from purchase. Shipping takes 3-5 business days from dispatch - tracking details will be sent to you once the package leaves the warehouse.
Bespoke products are dispatched within 7 working days.
Lead times for special displays/trees are quoted separately.
Our carriers deliver Mon-Fri 8am-4pm. 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 3-5 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.
Free delivery only applies to orders over $395 being delivered to an Australian address. Website orders only are entitled to free delivery and therefore quotations via email or telephone may not always reflect the free delivery offer. Delivery of bespoke items are not included in the free delivery offer. If a special or timed delivery if required a surcharge may be applicable to cover the additional cost of this service.
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 02 8197 3002 during normal office hours Mon-Fri or email to enquire about orders placed.