Terms and Conditions

Wholesale / Trade Customers: please note that some of the details below are not applicable to you. Please login to your account or contact us for more information.

Prices:

All prices listed include GST (ABN 77 131 725 972).
In relation to resellers of our plants, we neither suggest nor have any control over prices charged.

We reserve the right to change the advertised price at any time. If the advertised price changes, roses already on order will maintain the advertised price at the time of ordering. 

 

Ordering:

Your order has been securely placed once you have received an order confirmation. The items will be reserved on your behalf until the selected delivery period.

If, for some reason, we are unable to supply an item once it has been ordered, we will contact you to discuss further options.

We confirm all orders by email (if you do not have an email address it will be posted to you). If you do not receive an order confirmation after placing your order, please contact us.

We do not take responsibility for any errors on order confirmations. It is the consumers responsibility to check and ensure the order and personal details are correct (this includes orders placed online). If an order is despatched with errors that were present on the order confirmation, you will be charged additional fees to correct the issue. It is important that you notify us as soon as possible if you notice an error on your order. 

Once ALL plants in your order are available for supply, the order will be collated, packaged and despatched. If your order is available prior to your nominated delivery period, it will be safely held until the requested time (unless you have selected the option to deliver earlier if possible).  

You will receive an email notification when we have begun packaging the order and another with tracking details when the order has been despatched. 

Orders containing ONLY Garden Products will be despatched within 2-3 working days following payment receipt.
 

Additions:

We accept additions to your order until it is being packaged and prepared for despatch. Additions will be combined with your original order and sent in the same consignment.   
 

Adjustments:

Adjustments decreasing quantities (removing products from an order) will incur a $5 admin processing fee for each adjustment.
 

Cancellations:

We accept cancellations providing the order is not already packed or despatched.

In certain circumstances we will accept cancellations after the order has been packaged or despatched.

If the order has been despatched and a cancellation is required, communication must be made with us. It is at the consumers expense and responsibility to arrange the return of the items in original condition and packaging to our nursery in a prompt manner. Only upon receipt and inspection of the product will a refund be made. Shipping costs will not be refunded. If no communication is made with us regarding the return of items, we may withhold a refund.

We hold the right to refuse cancellations. If approved, cancellations fees will apply.
 

Refunds:

Refunds due to cancellations or adjustments: 3% of the refund amount will be withheld to account for bank processing fees.
Refunds for any other reason will receive the full amount.


FOR MORE INFORMATION ON ORDERING, click here.

Reward Points:

We reserve the right to change the value of rose reward points at any time. 
 

Earning Points:

Rewards points can no longer be earnt by purchasing roses with us online.  Customers with existing Rewards Points can still redeem their points by purchasing roses, see Reedeeming Points below.

Redeeming Points:

Points can be redeemed by placing an order for selected rose plants with us online. Reward points cannot be redeemed by placing an order over the phone, email, or post, by purchasing non plant items, such as gift vouchers, or garden tools and accessories, or on freight charges. 
Customers must be logged into their online account for the points to be available for redeeming.

Expiry:

Unused reward points will expire after 2 years.

Order Cancellations or adjustments:

Cancellations or negative adjustments to orders will void the correlating points redeemed or earnt on the original order.

 

Typographical Errors:

In the event a rose or product is listed at an incorrect price due to typographical error, Treloar Roses shall have the right to refuse or cancel any orders placed for products listed at the incorrect price. Treloar Roses shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Treloar Roses shall immediately issue a refund in the amount of the incorrect price.

 

Payment Methods:

Online Orders

The following payments methods are available for orders placed via our online store:

• CREDIT / DEBIT CARD -  We accept Visa or Mastercard. We DO NOT accept American Express. Payment via credit card is securely processed by Eway. Payment will be withdrawn from the provided credit card immediately when placing the order through our online checkout.
• PAYPAL -  Payment will be deducted immediately.

 

Mail / Phone Orders

The following payments methods are available for orders placed by mail, email or phone:

• CREDIT / DEBIT CARD - We accept Visa or Mastercard. We DO NOT accept American Express. Payments will be processed through Eway or through our EFTPOS machine and deducted from your account within 10 business days unless requested otherwise.
• PAYPAL – Please communicate with us if Paypal is your preferred method of payment. A Paypal Invoice will then be sent to your email address.
• CHEQUE / MONEY ORDER - Please make out to TRELOAR ROSES and post to our mailing address or hand into our store in Bolwarra, Victoria.
• DIRECT DEPOSIT: Direct deposit is not normally accepted for retail orders. However, if this is your only available method of payment, please contact us.
• PART PAYMENT OPTIONS: we will accept part payments on pre-season orders. Part payments can be made to the amount of your selection. Note that all orders must be paid in full prior to despatch. Please communicate with our staff when placing your order if this is your preference.

 

Unpaid Orders:

Orders will not be despatched until full payment is made. Unpaid orders will be held until the beginning of August. If no contact is made by this time, the order may be cancelled.

We accept payment on collection for orders being pick up from our farm. Please note that pre-orders being collected from our farm in August must complete payment prior to the end of July for the order to be securely held.

 

SIZE AND QUALITY:

Bare Root Roses:

As our range of varieties is so diverse, the saleable size of each type can vary considerably. Bare-root rose plants are generally 30-40cm long with one, two, three or more canes. As many varieties only produce one cane in the production stage, we cannot guarantee you will receive multi-pronged plants. Please note that the number or size of stems at the time of supply does not indicate the quality of a rose. It also does not determine the performance or how vigorous the rose will be (for example: a rose with three canes does not indicate that it will be more vigorous then a rose with one cane). Every care is taken to ensure only the best quality plants available at the time of packing are included in your order.

Potted Roses:

Please note that our potted roses can arrive in various forms of development and may not have blooms or substantial growth. Our potted roses are trimmed before despatch to decrease stress on the plant during transit.

 

Delivery:

Orders containing bush roses, potted roses or garden products only are shipped via Australia Post E-Parcel or Express Post Satchel. If no one is home at the time of delivery, your consignment will be left in a safe location at the address.

Any orders containing Standards and/or Weepers are shipped via Star Track Express and require a signature on delivery. Alternatively, you may wish to nominate your parcel to be left in a safe place without signature, however we accept no responsibility for lost or damaged goods. Please indicate instructions when placing your order.
 

Orders for collection:

If you prefer to collect your roses from our nursery, please indicate this at the time of ordering. We require 24 hours’ notice prior to collection to collate your order.

 

Interstate Shipping:

BARE-ROOTED ROSES:
Treloar Roses are accredited to ship to all states of Australia and meet all interstate quarantine restrictions and procedures for the movement of plant material. All conditions and protocols are complied with and verified by annual audits conducted by Department of Primary Industries – Plant Standards.

From the 1st July 2013 the Department of Agriculture and Food (DAF) introduced a quarantine inspection charge for all consignments containing plant material. To minimize the impact of these fees Treloar Roses have a chargeback arrangement with DAF. Bare root rose orders being delivered to Western Australia will incur a surcharge in addition to any freight charges.

POTTED ROSES:
We are not accredited to ship potted roses to all states and territories. We can only deliver potted roses to VIC, NSW, SA, ACT and QLD.  


FOR MORE INFORMATION ON DELIVERY AND FREIGHT CHARGES, click here.

Discepancies:

Any discrepancies found with a delivery must be noted to us within 2 business days of delivery. Any notification of items missing after 2 business days will not be accepted.


 

Gift Vouchers:

All gift vouchers are valid for 5 years from the date of purchase.

 

Replacement Guarantee:

Disclaimer: The colour images and descriptions provided in our catalogue and on our website are to be used as a guide only. Every care is taken to accurately describe growth habits and reproduce the correct colour in our catalogue and on our website. However, other factors such as Australia's varied climatic conditions, seasons and soil type can affect blooming and rose growth. Rose blooming or growth which is different 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. In addition, flower colour will be influenced by environmental conditions during bud formation and may vary to that depicted in our images or descriptions. These colour variations should correct with subsequent flower flushes.
 
We at Treloar Roses make every effort to supply plants of quality and of the variety specified at time of sale. Our roses are packed with care and should arrive in good condition. If you have any initial concerns about the condition or quality please contact us within 48 hours of receiving your delivery.
 
Plants are a living product, their performance will depend on the 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 provide. If your plant does not perform to your satisfaction, please speak to one of our friendly staff as soon as possible so that we can work with you to resolve the problem. The terms of our replacement guarantees are set out below.
 

Bare Root Roses

Treloar Roses 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:  
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, address: 216 Princes Highway, Portland, Victoria 3305, phone: 1300 044 852, email: sales@treloarroses.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), answers to our questionnaire (which we will provide 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 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 in the next bare rooted rose winter season, we will provide a replacement rose in that season as chosen by us. We will send any replacement rose to the original delivery address (or another address chosen by us if you collected the original rose from our premises) and we will bear any related delivery costs.
 
(e) Our replacement guarantee does not apply:  
(f) For the avoidance of doubt, our replacement guarantee does not apply:  
 (h) Where a rose provided to you is not defective, but you think the rose provided is an incorrect variety: (i) 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:

Treloar Roses will replace a potted 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 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. Our contact details are, address: 216 Princes Highway, Portland, Victoria 3305, phone: 1300 044 852, email: sales@treloarroses.com.au.
 
(b) So that we can consider your claim, you need to provide to us photographs of the rose and answers to 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 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 the same variety is no longer available as a potted rose, the replacement rose will be sent as a bare root plant once it becomes available in the next bare root 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 chosen by us. We will send any replacement rose to the original delivery address (or another address chosen by us if you collected the original rose from our premises) and we will bear any related delivery costs.
 
(e) Our replacement guarantee does not apply:  
(f) For the avoidance of doubt, our replacement guarantee does not apply: (h) Where a rose provided to you is not defective, but you think the rose provided is an incorrect variety:  
(i) Your benefits under our replacement guarantee are in addition to your other rights and remedies under a law in relation to the rose.