Returns Policy:
Non-Perishable Items – Within 30 days of receipt, you can return any non-perishable item for a full refund (excluding any shipping charges), provided the product or item is unused or undamaged (in new condition and in its original packaging).
All goods are shipped in good order. Some plants may be dormant when you receive them so check the label. If goods are damaged in the post (before 30 days) we will happily replace it.
If we shipped you the wrong product or it arrived defective or damaged, we will send a replacement at no charge or refund the full purchase price, provided the item is returned to us in its original packaging.
If you ordered the wrong item, wrong size, we will refund the purchase price minus the shipping cost, provided the item is returned to us in its original packaging.
Seed. We will accept authorized returns within 20 days of the original order ship date.
Live Plant Material. We cannot accept returns of live plants. If you receive a damaged plant, please contact us immediately.
Tools & Supplies. Under normal wear and tear, Dewit Garden Tools should endure many years of use if care instructions are followed. If, on the very rare occasion your Dewit tool breaks, cracks or becomes faulty please return for a refund or replacement.
Special Orders. All special orders are considered custom orders and are nonrefundable.
Once we receive your return, we will process your refund and either issue a credit or a reimbursement.
If you paid by credit card, the credit will be applied to your credit card account. Please note that it can take from 2–7 business days for the credit to post, depending upon your credit institution’s policies.
Shipping Policy
Postage and handling fees are charged to help us cover processing costs.
Seed postage:
$6.95 for up to 100 packets
Orders including small hand tools, books, seeds, potatoes or bulbs:
$11.95
Large tools:
To be picked up by customer at various markets around Victoria
Postage costs for other states (NSW, QLD and SA)
$13.95 all other states (not WA, NT and TAS due to quarantine)
Special orders:
Price on application
Changing an Existing Order
If you have forgotten to add an item or there is an incorrect item, something you didn’t mean to order on the Online Order confirmation please immediately contact us by calling Rita 0410636519 and give as your reference the Online Order number. Our office is open Monday to Friday, 9am to 5pm, Vic EST. At other times please leave a message on the answering service. It is essential that you contact us immediately rather than placing a new order which may result in duplication of your goods and charges.
Australian Delivery and Address Requirements
We require your correct postal address, please check the address details you have provided on your order. If a mistake has been made entering your details or you have changed your mind about where you want the parcel delivered to, please immediately contact us on 0410636519. All parcels are sent assuming you are giving authority to leave at your selected address, unless you designated otherwise. If your order has been dispatched to an incorrect address and is returned to us, you will be contacted to discuss re-delivery, please note a new shipping fee will apply.
Grow Heirloom orders are sent by Australia Post ‘Click & Send’ delivery service. You may track your delivery from the link provided on your order dispatch email. If no freight company or tracking number was provided it is likely your order was sent as a letter, for which Australia Post has no tracking service. Please be patient, your order is on the way.
If you want to determine where your parcel has last been scanned and receive an estimated delivery date:
Check tracking number on the freight carrier’s website
Personally visit the Post Office with your tracking number
If this visit fails to locate your parcel, please contact Grow Heirloom 0410636519 with your order number.
Packing, Shipping and Notification Process
Most orders will be promptly packed and dispatched within 2 business days of payment being received. We will send an email to you indicating the day your order was dispatched from our office in Victoria. This dispatch email will include further information in regards to your delivery and any parcel tracking services.
Delays and Backorders
At Grow Heirloom our goal is to dispatch your order within 2 business days. Most will be sent the same day as payment is received. Some delays may result during seasonal peak periods in August, September, October. The major reasons for delays beyond this are: choosing the payment options of Direct Deposit or Cheque/Money Order or entering an inaccurate credit card number.
Unforeseen supply problems may occasionally result in stock being unavailable. We may hold an order for a few days in anticipation of imminent stock arrival but where this will extend beyond 3 business days we will send the stock we have in hand and the remaining items will be sent to the same address at a later date. No extra charges apply for this additional delivery.
Substitutions and Refunds
Please note that there may be changes from your order originally placed from our online shop. In most cases you will be contacted regarding a change to your order. In all cases if on your order the total amount of money due is greater than your submitted order, you will be contacted.
Returns and Exchanges
Australian consumer protection laws apply to any purchase made with us and we abide by the Australian Direct Marketing Association Code of Practice.
If you wish to exchange or return an item, please contact us by calling 0410636519 and give as your reference the Tax invoice number. Any goods returned must arrive back to us in a saleable condition, please ensure the goods have adequate protection for the trip back to us by post. Please note Postage and Handling charges are at your cost unless as a result of our error.
Damaged Stock
We do our best to package orders adequately to ensure they arrive safely if however, you have received an item damaged in transit, please contact us by calling 0410636519 and give as your reference the Tax invoice number.
Feedback and Complaints Handling Procedure
Grow Heirloom welcomes your input and attends to all complaints promptly with the attitude that the only way we can improve is to listen to our customers.