Please choose your products carefully as we offer a store credit for a return unless the product is damaged beyond use or was faulty from the beginning. All items posted by iLandscape are photographed prior to packaging to ensure that the item was in perfect condition when picked and packed

To be eligible for a credit return, your item must be in the same condition that you received it, not installed, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ilandscape.com.au. If your return is accepted, we’ll send you a return shipping approval, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. please note if the product is not defective we will not pay for postage returns.  

You can always contact us for any return question at info@ilandscape.com.au.

Online Plant Orders

Please choose your plants carefully as we do not offer refunds or credit returns on plants. we grow and will select from the best stock possible at the time of purchase. if we dont think that the plant is up to our standard we will not send the plant and will remove it from your list. in this scenario a refund will be provided - if you would like further information on purchasing plants online please contact our friendly team

Please have someone present to accept the order and check over it, if this cannot be arranged we will still leave the plants at the nominated address and take a picture of the delivery. if someone is not there to accept the order and all the plants are there and photographed at time of delivery we will deem it to have being delivered and no returns can be accepted  

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please take a picture of the condition of the delivery and the shipping label to email over to us 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as flowers, or plants). Please note that plants are living items. there are times where leaves, flowers and small branches may be broken. unless the damage is substantial we will not provide returns on any plants. please remember plants grow back.  

Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items, exclusive online sales or products and gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item using your credit.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 

iLandscape Terms & Conditions

Shipping & Returns Delivery

Sunshine Coast Deliveries are made using our own truck. Delivery is to kerb side only. Delivery is on the nominated days as arranged by iLandscape.

All deliveries outside the Sunshine Coast region are made by independent plant transport companies; Orders are normally delivered between 6am and 7pm, Monday to Friday excluding public holidays. Please note: Deliveries to remote locations may incur extra delivery fees, once an order is placed one of our sales team members can see that there will be a problem with your delivery they will contact you to find out a little more information. iLandscape reserves the right to refuse any delivery. All deliveries are to the kerbside only, the driver will endeavour to place the delivery as close as possible to the jobsite but is under no obligation to do so. Deliveries past the kerbside will incur extra charges, if we are requested to cross the kerbside in doing a delivery, all damage/breakage to site and product will become the customer’s responsibility. For all access to your property through neighbouring land, it is your responsibility to get written permission prior to delivery, we will still do the delivery without sighting the permission, but any damage to site will be the customer’s responsibility.

When will my order be delivered?

Deliveries of product that is in stock can usually happen within 2 - 4 working days. Once order has been generated in our system you will receive a confirmation of delivery date, if for any reason there is a problem with your order one of our customer service representatives will be in contact with you to keep you up to date on the progress of your order. It will be necessary for you to provide a contact number.

Is it possible to have my order delivered to another address? 

All deliveries will go to the address used in the delivery details section of the invoice. Please make sure that the full delivery address has been filled out and we have a phone number that is contactable between the hours of 7am and 5pm. Our delivery drivers are instructed to give you a call approximately half an hour before delivery to confirm delivery instructions. We cannot guarantee that all independent drivers will contact you however it is our direction to all independent companies to call you prior to Delivery

What time will my delivery be?

Unfortunately, it is not possible for us to specify a delivery time, all deliveries should be between 6.00am and 7.00pm, and our independent drivers will give you a call approximately half an hour before your delivery to confirm delivery instructions. We cannot guarantee all deliveries made by Third party delivery companies and or suppliers / manufacturers. Once we place your order and it has been accepted and confirmed by our supplier / manufacturers we cannot reimburse for any loss made by you (the owner or purchaser) and or any trades that you have engaged due to the delivery being made late or not at all. iLandscape will not accept any back charges and or charges made by anyone for services rendered. With most products it is worth having the product delivered prior to when it is required for install. This provides you time to check over the delivered product prior to engaged contractors and or workers installing the products

What if I am not at home when the delivery arrives?

All deliveries will be delivered on the specified day unless held up by unforeseen circumstances, If you are not at home and the driver cannot get in contact with you, the driver will leave your product in a safe location at the address provided. If this is not an option due to safety issues or lack of space the product will be returned to one of our nearest store locations at the customers cost. A redelivery fee will then apply to get the goods re delivered.

Can we have our delivery placed in a specific area?

As we have an obligation to ensure the safety of people and property and must comply with Work Cover regulations, our independent driver will make the final decision on product placement, after assessing the site. If the driver determines that he cannot safely unload the product on site due to obstacles or safety issues relating to the unloading process or lack of space, the driver will endeavour to contact the customer either directly or indirectly to enable delivery. If unsuccessful, the product will be returned to one of our nearest store locations at the customers cost. A redelivery fee will then apply to get the goods re delivered.

What if I change the Delivery date?

If you change your delivery date you must notify us within 3 working days of your original delivery date. Once you make a delivery date and or change the time of your delivery date of your order and you do not notify us of any changes the delivery will be made. If you refuse to accept the delivery of the product it will be returned to iLandscape Plant Facility and you will be charged a redelivery fee.  This charge will have to be paid prior to any further deliveries being made

What if my products are damaged or the order is not correct?

All damages and irregularities must be notified within 2 working days of the delivery. You must notify us of the exact amount missing or damaged. As per terms & Conditions once a product is installed it is deemed as being accepted and refunds will not be provided. If there are any concerns about the quality of the product do not install and contact iLandscape immediately. It is the responsibility of the consumer or tradesman to research the correct way to install their chosen product If the order is incorrect, please notify us immediately if you are unsure on how to install your chosen product and or plants.

What if I order too many?

Unfortunately, we do not accept the return of surplus product; 

What is your Returns Policy?

PLEASE CHOOSE CAREFULLY. We do not give refunds if you simply change your mind or make a wrong selection. You can choose a credit where goods are wrongly chosen. Once a order has been packed and a change is made to the order an administration fee and re packing fee of $50.00 including GST will be charged. Larger orders (over $2000) will charge a restocking fee of up to 20% of the original order. As this is not part of iLandscape these costs will have to be handed on to you as we find out what they are. iLandscape has the right to refuse an acceptance of a return product if it falls under a special-order product. Only items kept in stock will be accepted as returns and the product that is returned must be in the same condition and be resalable however we reserve the right to refuse returns of even stocked items

How do I change my order?

Our Office can be contacted Monday – Friday between (9.00 am – 2.00 pm) we cannot guarantee that our phones are manned outside these hours. Please plan in advance if you are ordering Products. If you need to add or subtract from your original order, please contact us as soon as you can. Any order that is already packed or collected from a supplier cannot be changed. A nominal admin charge of $50.00 incl GST per order will apply for any changes to the order. If you decide that you are not happy with your order when it arrives onsite and it is no fault of the supplier, freight will be charged to send the truck to site to collect and also to return the stock to the supplier, there will also be a $100.00 restocking fee + any nominal charges imposed from the supplier for picking up the stock. If there is nothing wrong with the product and we accept a return you can only be issued with a store credit that can be used at iLandscape. Money will not be returned

Estimations that we assist with

iLandscape will take no responsibility for estimations that we assist you with for your project. We will assist you as best we can with estimations and take-offs however we will not be responsible for the final count on how much product is required for your project and order. It is the responsibility of the contractor or the DIY installer who is installing the product to perform the final take-off on how much product is required for the job. If you require more product and or a return of leftovers this will be deemed to fall under the above-mentioned sections of the Return Policy, and we will not accept any returns or money back.

Price Match Guarantee

iLandscape has a price match in place on our plant products only. All price match guarantee claims require a full written quote showing the full price of the product you are wanting to match and must include delivery of the items to your door. Product must be like for like and identical and must include delivery to site. Price match must also only be from another Retail garden centre with a physical location. 

Price match exclusions

• Cashback and coupon offer (i.e. supplier cashback or reduced price available via paper coupon or electronic codeword)

• Commercial quantities and pricing (i.e. a reduced price not available to the public)

• Stock liquidations (i.e. competitor clearance products or goods sold by a business placed into receivership)

• Excludes Bulk Landscaping materials (eg. Soil, Mulch, Pebbles, Stones, Sand etc)

• Trade pricing iLandscape maintains the right to refuse any price-match guarantee that runs below our cost price of buying the product.

We do not Price match plants from Bunnings or any major nationally owned plant supplier as well as online companies that sell direct to consumers and or trade. Any price match must be from a local Sunshine Coast Independently Owned Retail Nursery

All plants when taking into consideration of price matching must be identical in Pot size, Plant Height and Plant Quality. Our plants are kept at a remarkably high standard and we will not consider price matching plants that do not meet that requirement.

It is the responsibility of the person who is chasing the plant price match to supply us with a current image on the day of purchase of the plant including the measurement of Height & Width using a tape measure, pot size and price that is offered on the plant. If all these items match, we may consider a price match if it meets our cost of originally purchasing that plant however iLandscape reserves the right to refuse a price match of plants at any time if we deem that it is not a like for like plant We still manage to keep our prices as low as possible all year around, so please contact us if you have a like for like plant requirement and it will be assessed on a case by case basis

Plants Policy

Please choose your plants carefully - We do not return plants once they have been purchased unless its returned on the same day of purchase. Plants that are returned must go through Quarantine for 12 days and a restocking fee of $20.00 will be applied.

We do not guarantee the survival of plants & turf once they leave our Nursery growing facility and garden centre. We look after our plants very well and are aware of how healthy they are once they leave. You must be responsible for looking after your plants once you take them home. Ask our team on how we recommend planting a plant in either the ground or a pot. We also have great advice on how to look after your plants once you have them home so ask us how to look after your plants. Please research on looking after Plants and Turf prior to purchasing

Pots Policy

Please choose your Pots carefully as we do not provide refunds if you just change your mind. We inspect all pots upon leaving the store. It is the responsibility of the purchaser to check over the pot prior to leaving the store. we will not provide a refund on damaged pots once they have left the store. 

BEFORE PURCHASING FROM US, PLEASE ASSURE YOURSELF BY PURCHASING/VIEWING SAMPLES AS TO THE COLOURS AND TEXTURES AS ACTUAL PRODUCTS MAY VARY FROM WHAT YOU SEE ON YOUR COMPUTER MONITOR AND FROM DISPLAY STANDS. ALL MASONRY& NATURAL STONE VARY IN COLOUR AN VARY IN SIZE, THIS WILL NOT MAKE UP PART OF A REFUND AS ALL PRODUCTS VARY . PLEASE NOTE YOU SHOULD ALWAYS PURCHASE THE FULL AMOUNT REQUIRED + WASTAGE AS BATCH VARIATIONS CAN OCCUR AND UNFORTUNATELY BATCH VARIATIONS ARE NOT A WARRANTED ISSUE FOR REPLACEMENT. ALL PRODUCTS VARY IN SIZES AS THEY ARE MANAFACTURED LANDSCAPE GRADE PRODUCTS AND THIS DOES NOT MAKE UP PART OF REFUNDS