Returns and Refund Policy
Effective Date:
At Quobrynngrex, we are committed to providing high-quality native landscape design services. This Returns and Refund Policy outlines the terms and conditions for returns, refunds, and cancellations of our services.
Consultation Services
Our landscape design consultation services are provided on a professional basis:
- Initial Phone Consultations: Free initial phone consultations are provided at no charge and are not subject to refund.
- On-Site Consultations: On-site consultation fees are non-refundable once the appointment has been scheduled and confirmed. If you need to reschedule, please contact us at least 48 hours in advance.
- Cancellation: If you cancel an on-site consultation with less than 48 hours notice, the consultation fee may be forfeited. We will work with you to reschedule when possible.
Design Services
Landscape design services are custom-created for each client:
- Design Work in Progress: Once design work has commenced, refunds are assessed on a case-by-case basis. If you cancel before significant work has been completed, a partial refund may be available.
- Completed Designs: Completed design plans and proposals are non-refundable as they represent custom intellectual property created specifically for your project.
- Revisions: Design revisions are included as specified in your service agreement. Additional revisions beyond the agreed scope may incur additional fees.
- Design Validity: Design proposals and quotes are valid for 30 days from the date of issue. After this period, designs may need to be updated and may incur additional fees.
Plant Materials
If we supply plants as part of our installation services:
- Plant Quality: We guarantee that all plants supplied are healthy and of good quality at the time of delivery. If you receive plants that are damaged or unhealthy, please contact us within 48 hours of delivery.
- Plant Returns: Due to the living nature of plants, returns are generally not accepted unless plants are defective or damaged upon delivery. We will replace defective plants at no additional cost.
- Plant Survival: While we select appropriate plants and provide care instructions, we cannot guarantee plant survival after installation. Plant performance depends on many factors including proper care, weather conditions, and site-specific factors.
- Warranty Period: Plants are covered by a 30-day replacement warranty for defects or health issues present at the time of installation, provided proper care instructions are followed.
Installation Services
For landscape installation and transformation projects:
- Project Cancellation: If you need to cancel an installation project, please contact us as soon as possible. Cancellation fees may apply based on work already completed and materials ordered.
- Deposits: Project deposits are typically non-refundable but may be applied to future projects if cancellation occurs before work begins.
- Work in Progress: Once installation work has commenced, refunds are not available for completed portions of the project. We will work with you to adjust the scope if needed.
- Change Orders: Changes to the project scope after work has begun may result in additional charges. All change orders must be approved in writing.
Refund Process
If you are eligible for a refund:
- Refund Requests: All refund requests must be submitted in writing via email or mail within 14 days of the service date or issue discovery.
- Review Period: We will review your refund request within 5-7 business days and respond with our decision.
- Refund Method: Approved refunds will be processed using the same payment method used for the original transaction. Refunds may take 7-14 business days to appear in your account.
- Partial Refunds: In cases where partial work has been completed, refunds will be calculated based on the portion of services not yet delivered.
Dispute Resolution
If you are not satisfied with our services:
- Communication: We encourage you to contact us directly to discuss any concerns. Many issues can be resolved through open communication.
- Documentation: Please provide documentation, photos, or other evidence to support your claim when requesting a refund or resolution.
- Fair Resolution: We are committed to fair resolution of disputes and will work with you to find a mutually acceptable solution.
Exceptions
The following circumstances may affect refund eligibility:
- Services that have been fully completed and delivered as agreed
- Changes in client circumstances or preferences after work has begun
- Issues arising from factors beyond our control (weather, site conditions, etc.)
- Failure to follow care instructions or maintenance recommendations
- Damage caused by third parties or natural disasters
Consumer Rights
Nothing in this policy affects your statutory rights as a consumer under New Zealand law. If you believe you are entitled to a refund under consumer protection legislation, please contact us to discuss your situation.
Contact Us
For questions about returns, refunds, or to submit a refund request, please contact us:
Quobrynngrex
11 Te Apunga Place, Mount Wellington, Auckland 1060, New Zealand
Phone: +64 508 422 482
Email: welcome@quobrynngrex.world