Returns Policy

Disclaimer: The colour images and descriptions provided in our “Australian Rosarian” catalogue and on our website www.rosesalesonline.com.au are to be used as a guide only. We have taken great care to accurately describe growth habits and reproduce the correct colour – the photographs are our own and mainly sourced from plants growing at Clonbinane, Victoria. Australia's varied climatic conditions, seasons and soil type can affect flower colour, rose growth and overall plant performance.

 

Where flower colour or growth habit varies compared to our images or descriptions, or is otherwise unexpected, does not necessarily indicate that the rose is defective, is not of acceptable quality, or that it does not correspond with a description or sample. All variables can and will be influenced by environmental conditions during flower production and may vary to that depicted in our images or descriptions. 

Our roses are supreme quality and we at Silkies Rose Farm diligently manage our roses using an organic spray management program and believe the variety specified at time of sale is as per the supplied pictorial label. Our roses are handled and packed with care. If you have any initial concerns about the condition or quality when your roses are delivered by Australia Post, please contact us immediately.

 
Roses are a living item and their performance in your garden situation will depend on your growing conditions and how they are cared for, which are factors beyond our control. Therefore, our replacement guarantee does not automatically apply to every rose we sell you. If a rose does not perform to your satisfaction, please speak to us or email as soon as possible so that we can work with you to resolve any problem you may be experiencing. The terms of our replacement guarantees are set out below.


Bare Rooted Roses
Silkies Rose Farm/rosesalesonline will replace a bare rooted rose which we agree was defective at the time it was provided to you, on the following conditions:
 
(a) You need to notify us in writing or by email of any alleged defect before the day which is the later of:

(1) 90 days after the day we dispatch the rose to you or you collect it from our premises; and

(2) 30th October in the year the rose is provided to you.

 
Our replacement guarantee does not apply when a notification is made out of time, even where any alleged defect only becomes apparent after the required notification period has expired. Our contact details are, Silkies Rose Farm, 550 McDonald’s Road, Clonbinane, Victoria, 3658, Ph: (03) 5787 1123 email:
info@rosesalesonline.com.au

 
(b) So that we can consider your claim, you need to provide to us photographs of the rose (including images of where it is planted, and close-ups of the stem and any foliage and flowers), provide answers to our questionnaire (which we will send to you) and a sample of the soil into which the rose was planted. We reserve the right to request further information from you to consider your claim.

(c) Once we have had the opportunity to consider your claim, we will advise you in writing or by email whether or not we agree that the rose was defective at the time it was provided to you. If we do not agree that the rose was defective at the time it was provided to you, we will provide you with advice and information in relation to its ongoing care.
 
(d) If we agree that the rose was defective at the time it was provided to you, we will provide a replacement rose of the same variety once it becomes available in the next bare rooted rose winter season. If the same variety does not become available in the next bare rooted rose winter season, we will provide a replacement rose in that season as selected by us, deemed to be similar to the original rose variety. We will send any replacement rose and we will bear related delivery costs.
 
(e) Our replacement guarantee does not apply:

(1) if you are not a ‘consumer’ within the meaning of the Australian Consumer Law under the Competition and Consumer Act 2010 (Cth);

(2) where we form a view that any defect was caused by your conduct (including without limitation by subjecting the rose, or allowing it to be subjected, to inappropriate treatment or conditions);

(3) where you do not comply with these terms and conditions in a prompt manner;

(4) to any rose that you give or sell to any other person; or

(5) to any rose that is not planted at your place of residence.

 
(f) For the avoidance of doubt, our replacement guarantee does not apply:

(1) to any rose that you have incorrectly chosen. If you have incorrectly chosen a rose, please contact us as soon as possible after delivery; or

(2) where any defect is caused or arises after the rose is provided to you.

(3) to any rose not purchased from us.

 
(g) Where a rose provided to you is not defective, but you think the rose provided is an incorrect variety:

(1) you need to notify us in writing or by email before 1 May in the next year after the year in which the rose was provided to you;

(2) you need to provide to us photographs of the rose (including close-ups of the foliage and flowers);

(3) once we have had the opportunity to consider your claim, we will advise you in writing or by email whether or not we agree that the rose provided was an incorrect variety; and

(4) if we agree that the rose was an incorrect variety, we will provide a replacement rose of the correct variety once it becomes available in the next bare rooted rose winter season. If the correct variety does not become available in in the next bare rooted rose winter season, we will provide a replacement rose in that season as chosen by us in consultation with you. We will send any replacement rose to the original delivery address and we will bear any related delivery costs.

 
(h) Your benefits under our replacement guarantee are in addition to your other rights and remedies under a law in relation to the rose.


Potted Roses
Silkies Rose Farm/rosesalesonline will replace any potted rose which we agree was defective at the time it was sold to you, on the following conditions:

(a) You need to notify us in writing or by email of any alleged defect within 48 hours of delivery.
 
Our replacement guarantee does not apply when a notification is made out of time, even where any alleged defect only becomes apparent after the required notification period has expired.

 

(b) So that we can consider your claim, you need to provide to us photographs of the rose and answer our questionnaire. We reserve the right to request further information from you to consider your claim.

(c) Once we have had the opportunity to consider your claim, we will advise you in writing or by email whether or not we agree that the rose was defective at the time it was provided to you. If we do not agree that the rose was defective at the time it was provided to you, we will provide you with advice and information in relation to its ongoing care.
 
(d) If we agree that the rose was defective at the time it was provided to you, we will provide a replacement rose of the same variety if available. If the same variety is no longer available as a potted specimen the same variety will be sent when it becomes available the following winter season and we will bear any related delivery costs.
 
(e) Our replacement guarantee does not apply:

(1) if you are not a ‘consumer’ within the meaning of the Australian Consumer Law under the Competition and Consumer Act 2010 (Cth);

(2) where we form a view that any defect was caused by your conduct (including without limitation by subjecting the rose, or allowing it to be subjected, to inappropriate treatment or conditions);

(3) where you do not comply with these terms and conditions in a prompt manner;

(4) to any rose that you give or sell to any other person; or

(5) to any rose that is not planted at your place of residence.

 
(f) For the avoidance of doubt, our replacement guarantee does not apply:

(1) to any rose that you have incorrectly chosen. If you have incorrectly chosen a rose, please contact us as soon as possible after delivery; or

(2) where any defect is caused or arises after the rose is provided to you.

 
(g) Where a rose provided to you is not defective, but you think the rose provided is an incorrect variety:

(1) you need to notify us in writing or by email before 1 May in the next year after the year in which the rose was provided to you;

(2) you need to provide to us photographs of the rose (including close-ups of the foliage and flowers);

(3) once we have had the opportunity to consider your claim, we will advise you in writing or by email whether or not we agree that the rose provided was an incorrect variety; and

(4) if we agree that the rose was an incorrect variety, we will provide a replacement rose of the correct variety once it becomes available in the next bare rooted rose winter season. If the correct variety does not become available in in the next bare rooted rose winter season, we will provide a replacement rose in that season as chosen by us in consultation with you. We will send any replacement rose and we will bear any related delivery costs.

 
(h) Your benefits under our replacement guarantee are in addition to your other rights and remedies under a law in relation to the rose.