Refund policy

Returns & Refunds Policy

At Prestige Palm Solutions, we are committed to supplying premium-quality feature palms and mature trees, delivered in healthy, thriving condition. Due to the nature of our products and services, certain limitations apply to returns and refunds. This policy outlines your rights and our responsibilities in accordance with the Australian Consumer Law (ACL).

Live Plant Policy

Our palms are living products, sensitive to environmental conditions, handling, and aftercare. As such, we do not offer refunds or returns once trees have left the nursery, unless the product has been damaged due to our fault or the incorrect items were supplied.

We do not provide refunds for:

Change of mind

Aesthetic variations (size, shape, or appearance)

Delays in delivery or installation due to weather or access limitations

Site-related issues including unsuitable soil, drainage, or preparation

Failure to follow our care and planting instructions

All purchases are considered final once confirmed and scheduled, subject to your rights under the ACL.

Delivery & Installation Timing

We aim to meet all preferred delivery and installation dates; however, these works are weather-dependent and may be impacted by crane scheduling or site access. By placing an order, you acknowledge that delays may occur and agree that refunds will not be provided for changes to timing beyond our control. We will work with you to reschedule where needed.

Damaged or Incorrect Goods

If your delivery arrives damaged or is incorrect, please contact us within 24 hours of delivery with clear photographic evidence. Claims submitted after this period may not be accepted. If the issue is confirmed to be due to our error, we will arrange a suitable remedy, which may include:

Replacement of the affected palm(s), or

A partial or full refund, as assessed on a case-by-case basis

No claims will be accepted for damage occurring after delivery unless caused by us or our authorised delivery partners.

Consumer Rights

This policy aligns with your rights under the Australian Consumer Law, which guarantees goods are of acceptable quality and match their description. These rights apply when goods are used as intended and cared for according to our provided guidelines. Issues caused by improper planting, neglect, or external factors do not fall under these guarantees.

Need Help?

If you have any concerns about your delivery, contact us promptly:
📧 sales@prestigepalmsolutions.com.au