Refund & Return Policy

Last updated: 15 April 2025

At Black Bridge Nurseries, we take pride in supplying top-quality plants and trees, carefully selected, packaged, and transported to ensure they arrive in healthy condition. While we aim to exceed expectations, we understand that things don’t always go to plan. The following policy outlines how we handle returns, replacements, and guarantees.

Damaged Goods on Arrival

Every order is packed with care and delivered by experienced handlers — either by our own fleet or trusted freight partners. If your order arrives damaged:

  • Please notify us within 24 hours of delivery by emailing [insert email] and include photos of the damaged items.
  • Once assessed and approved, we will arrange a replacement at no cost to you.
  • If the original item is unavailable, we may offer a suitable substitute or provide the option to wait until stock is replenished.

Note: While we take every precaution, we cannot be held responsible for damage caused by third-party couriers or unforeseen delays during transit.

30-Day Plant Health Guarantee

We guarantee your plants will arrive healthy and ready to establish. However, ongoing plant health depends on appropriate planting, location, and care.

If you encounter any issues within 30 days of delivery:

  • Email us with details and photos to [insert email].
  • If the issue is due to factors within our control, we’ll offer a one-time replacement.
  • Replacement delivery costs will be the responsibility of the customer.

Our guarantee does not cover:

  • Poor aftercare
  • Unsuitable planting locations
  • Pest or weather-related damage after delivery

12-Month Replacement Warranty

We understand that even with the best care, not every plant will thrive. Our 12-month warranty gives peace of mind — especially for large trees and long-term planting projects.

If a plant fails within 12 months of delivery, and care guidelines were followed:

  • We will offer a replacement at 50% of the current retail price, plus standard delivery charges.
  • This warranty covers one replacement per plant.
  • We may request photos, planting information, or a soil report to validate the claim.

This warranty does not cover:

  • Acts of nature (e.g., drought, frost, floods, livestock damage)
  • Plants installed in unsuitable soil conditions
  • Improper planting or care

All claims must be made within 12 months of the original delivery and apply only to the original delivery address.

Cancellations & Order Changes

We do not offer cancellations for change of mind once an order is confirmed. If you request to cancel an order:

  • A 2.7% cancellation fee applies to cover payment processing costs.

Important Notes & Disclaimer

  • Plants are living products — some variation in performance is natural.
  • Black Bridge Nurseries does not offer refunds unless required under the Consumer Guarantees Act 1993.
  • Our replacements or discounts are provided at our discretion in line with the above terms.

To the fullest extent permitted by New Zealand law, Black Bridge Nurseries makes no additional warranties, expressed or implied, including suitability or merchantability of plants for your specific project or site. Our total liability will not exceed the original purchase price of any item.

Need Help?

If you have any concerns, please contact our customer service team:

Black Bridge Nurseries
Email: [sales@bbntrees.co.nz]
Phone: 0800 223 313
Website: www.blackbridgenurseries.co.nz