💫 Refund and Returns Policy

Overview

Our refund and returns policy is 30 days for any reason other than manufacturing fault (except where the Consumer Protection Act provides otherwise).

Any concrete product that cracks or fails within 6 months will be replaced / refunded / repaired (in line with Section 56 subsection 2 of the Consumer Protection Act.) provided such damage is not due to abuse, lack of maintenance, or damaged caused by you.

Any modifications done to the product, will void any and all refunds or returns.

On return, your product will be assessed and either refunded, repaired or replaced.

If refund is agreed on, it will take the form of either a credit against another product or a refund to a designated bank account.

Due to an increase in credit card fraud, we will not refund in cash except under exceptional circumstances and subject to available cash on the premises.

Conditions for full refund

There must be a defect, damage or flaw in the product related to a manufacturing issue.

You will need to show that the product was bought from us, therefore an invoice, receipt or some sufficient information in order for us to find the sale on our system will be required.

The product must be unused and in the same condition that you received it.

The product must be in it’s original manufacturer’s packaging (if applicable).

Products must not have been specifically customised for you, or manufactured for you to a non-standard design unless we, at our sole discretion, consider the product to be resellable even though it is not stock standard.

Conditions for Partial refunds

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Products specifically customised for you, or manufactured for you to a non-standard design.

There must be a defect, damage or flaw in the product related to a manufacturing issue.

Any item that was in used for an extended period (more than 6 months) to which we agree return and refund, will be subject to a usage fee for that period in which you had use of it.

The usage fee will be calculated as follows: The price of the product / 12 months x <months used by you>, which will be subtracted from the refund.

Non-refundable

Gift cards

Perishable Goods

Any item marked down for being considered reject stock.

Plants that have died, or got a disease, or pest, whilst in your care.

Products returned by you and uninsured but not received by us due to loss by your courier. If we don’t receive the damaged or broken part, no refund will be done as we analyse the product returned to establish the nature and cause of the damage. Likewise, our suppliers also wants products returned in order to give us a refund if the cause is a flaw in their manufacturing process.

Any item that is returned more than 30 days after delivery (or more than 6 months for damaged Concrete Products), to which we do not agree to take return.

Process (Step by Step)

We will provide you with information on how we can assist you.

If the return is agreed to, please package it securely so additional damage is not incurred during shipping and arrange for return.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned product.

We will also notify you of the approval or rejection of your refund.

If your refund is approved, we will advise you in writing, it will be processed, and a credit will automatically be applied to your account.

If your refund is not approved we will advise you in writing of the reason why it can not be approved and provide you with possible remedies.

Refunds not received within a reasonable timeframe

If we approve a monetary refund and you do not receive the refund within 3 working days after receiving our proof of payment, kindly enquire with your bank.

Keep in mind that banks may take longer if our refund falls close to a public holiday or weekend.

Full refund will only be made to the same account from which it originated.

If you paid via Credit Card, we may make a payment to your bank account instead since we cannot do partial refunds via Credit Card.

Please contact finance@pickmenursery.co.za if there is still an issue after you followed the above steps and we will do our best to assist you.

Exchanges

We only replace items if they are defective or damaged due to an issue with the manufacturing process.

If you need to exchange it for the same item, send us an email at info@pickmenursery.co.za with a picture of the issue.

Once we have heard your case, we will advise you further.

Shipping returns

Returns can be sent to 18 Anthony Road, Chancliff AH, Krugersdorp, 1739.

We take no responsibility for damage happening in transit from us to you, except if we deliver the product ourselves, or if we used our courier with whom we carry insurance on every parcel. If you use your own courier, products is deemed to have been delivered the moment your courier collects it from us. The same goes for packages returned to us, please pack the products safely, as we are take no responsibility for the product in transit from you to us except under the same conditions.

You will be responsible for paying for your own shipping costs for returning your item which will be refunded if the issue is found to be a manufacturing problem.

We will take responsibility for the cost of sending a replacement product provided you return only what is damaged and the damaged is our fault.

Depending on where you live, and whether an exchange product is readily available, it may take time for your exchanged product to reach you.

You will be advised of the timelines expected on receipt of your return.

If we do not received your return, we can obviously not process a return or a credit.

In Summary

We will take full responsibility for the cost and shipping of a replacement product if we are at fault, however if you are at fault the responsibility and cost will be for your account for both the product and the shipping.

Initial shipping cost is paid to a third party and will not be refunded as you would have had to pay one shipping fee irrespective of whether the product was in perfect order or not.