Refunds, Credits & Cancellations

At Penfield Gardens Rose Nursery, we take great pride in the quality of our roses and the care taken when packing and dispatching each order. Please read our policy below for refunds, credits, and cancellations.

Order Cancellations:

Orders may be cancelled prior to dispatch; however, a $10 administration fee will apply to cover processing and payment handling costs. Once your order has been packed or dispatched, we are unable to cancel or alter it.

If you wish to cancel an order, please contact us promptly at [email protected] and include your order number in the subject line.

Order Changes:

You may request changes to your order until it enters the packing stage. Please email your order number and the specific changes required.

Some orders may not be able to be altered if stock has been reserved or the order is being prepared for dispatch.

Please note: A $5 order change fee may apply to cover administrative time, re-processing, or re-packing where adjustments are required.

Refunds & Store Credit:

Refunds or credits are considered on a case-by-case basis. We may offer either:

A refund to your original payment method, or A store credit to be used on a future purchase.

Please note:
In cases where stock is unavailable or not up to standard, we will contact you to discuss your preference between a refund or store credit.

Live Plant Guarantee:

We do our best to ensure your roses are healthy and true to type at the time of dispatch. Because plants are living products and conditions beyond our control (such as planting, watering, and weather) can affect their success, we cannot guarantee performance once planted.

If your plants arrive in poor condition, please notify us within 24-48 hours of receiving your order with clear photos so we can assess and assist.

How Refunds Are Processed:

 

Approved refunds are processed within 3–5 business days via the original payment method.

Store credits will be issued as a unique code or voucher to use on future purchases.

Need help?

If you have any questions or concerns about your order, please reach out to us at: [email protected] or 0472 580 093.