Terms & Conditions
Our plants and products are sold online through our website www.biggatrees.com.au. Our garden centre site in Pickering Brook is available to visit Thursday to Saturday between 10am and 4pm and Sunday between 10am and 2pm.
Some of our plants are grown on site and all others we source from selected quality nurseries.
Placing Your Order
You must be over 18 to place an order.
Our minimum order number is one item and we have no maximum order limit, providing that we have stock available and listed online.
If you place and pay for an order and then decide to cancel it before it is delivered or picked up, a $15 administration charge will be applied to cover our staff time in processing this. A refund of the balance will be issued within 10 working days.
Plant stock levels listed on the website are as accurate as possible and are usually updated daily, however daily garden centre sales may affect this.
Plants are living and variable items and we do not guarantee stock of any plants. Plant size may vary. We send the best plants we have available at the time.
If you have ordered plants that we are subsequently unable to supply, we will get in touch with you to offer a substitute of the closest variety of plant where possible or offer a store credit if a similar variety is not available.
Secure payments made by Visa and Mastercard, American Express, Diners and debit cards, in Australian dollars.
Prices are listed in Australian dollars and include GST.
Your order will not be prepared for delivery until full payment is received.
Once your order is submitted and paid for, you cannot add or change it. Please be certain your order is complete and you have entered all information before you check out.
We cannot consolidate or combine two separate orders after you have placed them. All orders are processed separately.
If you want delivery of your plants delayed until a specific date, a $15 administration charge will be applied to cover our staff time in maintaining your plants in the interim. Otherwise all plants are delivered as soon as possible.
Please supply complete and accurate payment and delivery details. We cannot be responsible for any loss or delay or failure to deliver or process your order resulting from inaccurate or incomplete details provided.
We reserve the right to reject your order. If this occurs, we will refund any money paid.
We deliver to the Perth metropolitan area in a sanitized van to your address for you to take into your property. We cannot deliver to PO addresses.
We deliver as soon as possible after receipt of your order. Please allow up to 7 business days from receipt of order especially in peak gardening times or public holidays for delivery. We do not deliver on public holidays.
Your delivery details will be emailed to you. If you are unable to be there please leave detailed instructions for delivery in the comment box.
If you have placed an order for collection from our garden centre, we will contact you when the order is ready for collection, usually within 7 days. Please do not turn up without an appointment as your plants will not be ready for collection.
All our orders are handpicked with care, and leave our nursery in the very best condition possible.
Please check all product descriptions before ordering and that your choice is suitable for your area.
Please check your order when it arrives.
If your plant order is incorrect, please contact our customer service department directly, by email via the website form, as soon as possible.
If you do not email our customer service within 48 hours of receipt we cannot accept responsibility for any issues or delivery problems.
Contacting us via social media accounts is not a substitute, as we do not check those accounts daily and cannot track your order through their platforms.
Let us know your full name, address, and order number, if you have it, so we can track your order faster.
You may need to email us photographs of the plants so we can see the problem and take steps to identify and rectify it.
If your plants are not those you ordered, we will issue a store credit for the value of your plants, or deliver you replacement plants if we have those available.
If you have ordered the wrong plant, or changed your mind since purchase, we do not accept returns or issue refunds for plants bought in error.
If you have ordered a gift or sundry item (not including Gift cards, and not including live plants) that you do not want, you can return them to us at your own cost within 48 hours of receipt for a refund of the product cost. We will not refund delivery costs.
Your personal contact information is only collected for the purposes of fulfilling your order, communicating with you about your order, and sending you information on our plants and gardening. In placing your order, or signing up for our email service, you agree for us to retain your personal information for that purpose.
We do not sell or share your data with third parties.
We do not hold any credit/debit card details. If you pay online, these are held by third party payment providers to ensure maximum security.
Refunds & Problems
All our orders are handpicked with care, and leave our nursery in the very best condition possible. We select the largest and healthiest plants we have available. We hydrate and treat each plant before carefully delivering it to you.
Even so, occasionally problems occur. We understand that. Here’s how to sort it out.
Help us help you, by following these six steps
1. Please check all product descriptions before you order.
Please choose carefully. It’s up to you to decide if the plant is right for you, where you want to put it and suitable for your area.
2. Check your order as soon as it arrives.
3. Contact our customer service via email from the website form, as soon as possible, within 48 hours of receipt. We cannot accept responsibility for issues or delivery problems after that.
4. Let us know your full name and email address – the ones you used to place the order – and the order number if you have it, so we can track your order faster.
5. Email us photographs of the plants so we can see the problem and take steps to identify and rectify the problem.
6. We do not process order problems via social media accounts. We do not check those accounts daily, and cannot track your orders through their platforms.
What is the problem?
The plants delivered are not the variety or product you ordered
We will issue a credit for the value of your plants, or deliver you replacement plants if we have them available. Follow the steps above.
Your plants don’t look as expected. Please note : plants are living things, variable in nature.
They are not produced in a factory. Sizes and photos are a guide only. We always send out the very best plants we have in stock. We do not refund just because the plants are a different size to the photos online, or your expectations.
The plant is unsuitable for your area
Please check carefully the growing conditions, including what soil a plant needs, how much water, and whether it is frost tolerant when mature before buying to make sure you are choosing plants suitable for your personal garden conditions.
You have mistakenly ordered seeds or bulbs thinking they were plants
We aim to give full information on the products on each page, including whether they are seeds or bulbs.
You can return them to us at your own cost within 48 hours of receipt for a refund of product cost. We do not refund delivery costs.
You have ordered the wrong plant, or changed your mind since purchase
We do not accept returns or issue refunds for plants bought in error.
You have ordered a gift or garden accessory that you now do not want (not including gift cards)
You can return them to us at your own cost within 48 hours of receipt for a refund of the product cost, if the product arrives in the same condition it was delivered to you. We do not refund delivery costs.
Ordering & Delivery
PLEASE NOTE: WE DO NOT GENERALLY DELIVER OUTSIDE OF THE PERTH METROPOLITAN AREA
May take up to 24 hours, longer on weekends.
Stock levels are constantly changing. Levels listed indicate they are available online. We endeavour to keep these as accurate as possible but sometimes particularly when stock is sold from the garden centre store this may temporarily not be correct. If this occurs and stock you purchase is unavailable you will be notified by our staff.
Other stock not listed for online shopping may be available from the garden centre. If you wish to check in store availability of a particular item please contact us via our website contact form.
For deliveries of larger items listed for online shopping, 30lt pot size and above, the delivery rate will be calculated and a quote will be sent to you via email.
Payments are processed automatically from a secure site which accepts all card types.
Click and Collect
When selecting Click and Collect please wait for your confirmation email advising that your order is ready for pick-up.
Deliveries are made between Monday and Wednesday. Your order will be delivered to your address for you to take into your property. We cannot deliver to PO addresses.
$40 per delivery of smaller plants. No additional charge per plant.
$80 per delivery of larger plants 30 litres and above. No additional charge per plant.
Bare Root tree orders
Our bare root trees (deciduous trees only) arrive during June and July.
Preorders can be made throughout the year. A 50% deposit is required to confirm your order. The earlier your order is placed the more likely you are of availability.
For special orders or for ordering of stock not already listed please contact the garden centre via our website contact form.
You will be notified when your order is ready either for collection or delivery. $40 delivery fee.
Tree Guarantee & Replacement Policy
We source the highest quality stock available at the time. Please make sure your tree selection is suitable for your area and space.
As a tree is a living organism, we cannot guarantee specific growth rates or mature size. All sizes and growth rates are given as a general guide and are produced under ideal conditions. Trees can take some time to adjust to the conditions in their new position and will not necessarily grow to their expected ideal during this time.
Trees leave our garden centre in a healthy condition and we cannot be responsible for trees incorrectly treated, under watered, over watered, incorrectly planted or generally not given the the correct growing conditions.
Should a tree not appear to be doing as well as expected , we require you to contact us immediately by email providing photos and any other additional information regarding the care of the tree. Should you wait until the tree has died before contacting us, we will not offer a replacement at reduced cost or free.
Bare root trees. Should your bare root tree fail to shoot by the end of November, please contact us to discuss replacement of the tree. For replacement of a failed tree, the performance of the same trees remaining in stock (from the same batch) will be taken into account along with any feedback from purchasers of the same tree.
Should it be deemed that the failure of the tree is not due in full to the customer, we will either replace the tree in full or at a discounted rate at our discretion. If the tree is out of stock, we will either issue a store credit to the value of the purchased tree or provide a replacement tree when it returns in stock. Replacement trees will be the same value/size as the original tree. Should there be a difference in price, a store credit shall be issued or the difference is payable by the customer.
Please note: Proof of purchase in the form of a receipt or tree label with price tag is required for a tree to be eligible for a full or partial refund.
Bigga Trees Online complies with Australian Consumer Law.
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