Your statutory rights are not affected by these Trading Terms
*Free Shipping excludes customers in Northern Territory and Western Australia.
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 fees of the new stock that is being dispatched on either scenario. 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
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.
All of our promotions exclude the purchase of Gift Cards. Mother's Day Sale also excludes the purchase of Moss products.
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.
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.
Gift card will be sent to the recipient’s email address instantly (recipient my 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 purchasers error will not be replaced or refunded.
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.
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 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.
A minimum 4 year warranty is provided on all of our panels. Warranty is for fading and cracking of plant and/or panels. 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 Evergreen’s 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.
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.
27 ETHEL AVENUE
BROOKVALE, NSW, 2100 AUSTRALIA
TEL: 02 8197 3002
ABN: 89 300 478 030