Field of Grace · Policies
Refunds, Returns & Guarantee
Clear expectations for living plant material and online orders
Our Approach
Every order should arrive in good condition and true to label.
Because dahlia tubers and other plant products are living or perishable goods, change-of-mind returns are not offered. Your rights under Australian Consumer Law always remain.
01
Change of mind
Field of Grace does not provide refunds, returns or exchanges simply because you change your mind, order the wrong variety, purchase too many, decide you no longer want the item or later find it cheaper elsewhere.
Please check your cart carefully before completing checkout. Once an order is confirmed, change-of-mind cancellation is not guaranteed and may be declined, particularly once stock has been allocated, packing has commenced or the order has been dispatched.
02
Dahlia tubers naturally vary in size, shape, colour and appearance. A small tuber can produce a vigorous plant, while a large tuber is not necessarily better. Cosmetic differences alone do not mean that a tuber is faulty.
Tubers are checked before dispatch for general condition and viability appropriate to the stage of dormancy.
Some tubers may have visible eyes or shoots; others may be less advanced when packed.
Shoots can occasionally break in transit. A broken shoot does not necessarily make a tuber unviable because additional eyes may develop from the crown.
Surface marks, healed cuts, residual soil staining or variation in tuber shape can be normal features of divided tubers.
Dahlia tubers are living plant material
03
Problems on arrival
If you believe an item has arrived damaged, rotten, incorrectly supplied or otherwise not as expected, please contact us as soon as reasonably possible. For living plant material, contacting us within 7 days of delivery gives us the best opportunity to assess the condition at the time it was received.
Please include:
Your name and order number.
The variety or product affected.
A short description of the issue.
Clear photographs of the entire item and close-up photographs of the area of concern.
Photographs of the packaging where transit damage is suspected.
Please keep the affected item while we assess the claim. We may request further photographs or information. A request to contact us promptly does not remove any rights you may have under Australian Consumer Law.
04
Once living plant material has been delivered in satisfactory condition, correct storage, planting and ongoing care become the customer's responsibility. Growth and flowering are influenced by conditions outside our control.
Overwatering, underwatering or poor drainage.
Planting too early, too late, too deep or in unsuitable soil.
Heat, frost, storms or other extreme weather.
Incorrect storage after delivery.
Rodents, insects, slugs, snails or other pests.
Fungal, bacterial or other disease arising after delivery.
Fertiliser, herbicide or chemical damage.
Local climate, soil and other environmental conditions.
For these reasons, we cannot guarantee that every tuber will grow, flower or perform in a particular way where failure results from conditions after delivery that are outside our control.
Storage and planting after delivery
05
Variety identification
We take care when labelling, lifting, dividing, storing and packing our dahlias. However, occasional identification errors can occur with living plant material.
If a dahlia flowers and you reasonably believe you have received the wrong cultivar, contact us with your order number and clear photographs of the bloom and plant. We will assess the issue and provide an appropriate remedy where required.
06
Plant health, virus and disease
Field of Grace monitors plant health and removes material showing concerning signs of disease where reasonably identifiable. However, some dahlia viruses can be present without obvious symptoms, and symptoms can also arise later due to infection after the plant leaves our property.
Unless a product is specifically stated to have been laboratory tested, Field of Grace does not represent or guarantee that a dahlia is completely virus-free. This does not limit any consumer guarantee that applies to the condition of goods supplied.
07
Pre-orders and crop failure
Dahlia tubers are an agricultural product. Pre-ordered stock can occasionally be affected by storage loss, rot, disease, poor division yield or failure to produce a viable eye.
If we cannot supply a pre-ordered item, we will contact you and offer an appropriate outcome, which may include an agreed substitute, store credit or refund. We will not knowingly send a tuber we consider unviable simply to meet an estimated dispatch date.
08
Where a product does not meet a consumer guarantee under Australian Consumer Law, the remedy available will depend on the nature of the problem and may include replacement, refund or another remedy required by law. Nothing in this policy is intended to restrict those rights.
Remedies
09
Subject always to Australian Consumer Law, Field of Grace does not provide a refund or replacement merely because:
A tuber is smaller, larger or differently shaped than expected but is otherwise viable.
A shoot is damaged but the crown remains viable.
The customer changes their mind or no longer has planting space.
A plant fails after incorrect storage, planting or care.
Weather, pests, animals or local growing conditions damage the plant.
The flower colour varies slightly from a photograph due to temperature, soil, maturity, lighting or normal cultivar variation.
Items not covered as change-of-mind or growing claims
Questions about your claim?
Contact us at hello@fieldofgrace.com.au. Field of Grace — Bacchus Marsh, Victoria.
