Terms and Conditions
Treloar Roses – Retail Terms & Conditions
These Terms & Conditions apply to retail customers purchasing directly from Treloar Roses. Nothing in these Terms & Conditions excludes, restricts, or modifies any guarantees, rights, or remedies conferred by the Australian Consumer Law.
Last updated: April 2026
1. Prices
All prices are listed in Australian Dollars and include GST (ABN 77 131 725 972).
Prices charged by third‑party resellers of our plants are entirely at their discretion. We do not recommend, set, or control reseller pricing.
We reserve the right to change advertised prices at any time. If a price changes after your order has been placed, plants already ordered will be supplied at the price advertised at the time the order was confirmed.
2. Ordering
An order is securely placed once you have received an order confirmation. Ordered items are reserved for you until the selected delivery period.
If we are unable to supply an item after an order has been placed, we will contact you promptly to discuss alternative options.
All orders are confirmed by email. If you do not have an email address, confirmation can be sent by post for an additional fee. If you do not receive an order confirmation after placing an order, please contact us as soon as possible.
While we take every care to ensure accuracy, it is the customer’s responsibility to review the order confirmation and ensure all details are correct, including product selection, quantities, delivery address, and contact information. This applies to all orders, including online orders.
If an order is despatched containing errors present on the order confirmation, additional fees may apply to rectify the issue. Please notify us immediately if you identify any errors.
Orders are despatched once all items in the order are available. If your order becomes available earlier than your nominated delivery period, it will be safely held unless you have selected the option to deliver earlier if possible.
You will receive an email notification when your order begins packaging and another email with tracking details once it has been despatched.
Orders containing garden products only are usually despatched within 2–3 business days after payment is received.
3. Additions to Orders
Additions can be made until the 1st of June. Additional items will be included and shipped with your existing order unless you specify otherwise.
4. Adjustments, Cancellations and Refunds
We reserve the right to refuse cancellations or adjustments to orders for change of mind.
Cancellations and adjustments will not be accepted once our winter season has commenced on 1 June.
In limited circumstances, we may agree to a cancellation or adjustment at our discretion. Where approved, a fee of 10% may apply to cover administrative and processing costs.
Refunds will be made where the incorrect item has been received or an item is faulty. Delivery and handling charges are non‑refundable, except where required by the Australian Consumer Law.
Items returned without prior approval or communication may not be eligible for a refund, and we reserve the right to withhold any refund in such circumstances.
5. Reward Points
Changes to program. We reserve the right to amend the value, structure, or conditions of the Rewards Program at any time.
Earning points. Reward points are earned on online purchases of rose plants only.
Redeeming points. Reward points may be redeemed online for selected rose plants. Points:
- Cannot be redeemed via phone, email, or post orders
- Cannot be used on gift vouchers, garden products, freight, or non‑plant items
- Are only available when logged into a customer’s online account
Expiry. Unused reward points expire two (2) years from the date they are earned.
Cancellations and adjustments. Cancellations or reductions of an order will void any points earned or redeemed on that order.
6. Typographical Errors
If a product is listed at an incorrect price due to a typographical or system error, Treloar Roses reserves the right to refuse or cancel any affected orders, whether or not payment has been processed. If payment has already been made, a refund will be issued for the incorrect price.
7. Payment Methods
Online orders
- Credit / Debit Card (Visa, Mastercard only – no Amex); payments are processed securely via eWAY and charged immediately
- PayPal – charged immediately
Mail, email & phone orders
- Credit / Debit Card (Visa, Mastercard only)
- PayPal (invoice issued on request)
- Cheque / Money Order (payable to Treloar Roses)
- Direct Deposit (accepted only by prior arrangement)
- Part Payments (accepted for pre‑season orders; full payment required before 1st of May)
8. Unpaid Orders
Orders will not be despatched until full payment has been received.
If payment has not been received and we have not been contacted by the customer within a reasonable time, the order may be cancelled. We will make reasonable attempts to contact the customer prior to cancellation.
Orders collected directly from our nursery may be paid at the time of collection. However, pre‑orders scheduled for on‑site collection in August must be paid in full by 31 July to ensure order availability and security.
9. Size & Quality
Bare root roses. Rose size varies by variety and growing conditions. Bare-root roses are typically 30–40cm long and may have one or more canes. The number or size of canes does not indicate future plant performance or vigour.
Potted roses. Potted roses may be supplied at varying stages of growth and may not have blooms. Plants are trimmed before despatch to minimise transit stress.
10. Delivery
Bush roses, potted roses, and garden products are shipped via Australia Post. If unattended, deliveries may be left in a safe place.
Standards and Weepers are shipped via StarTrack Express and require a signature unless authority to leave is provided. If authority to leave is given, we accept no responsibility for loss or damage.
Force majeure. Treloar Roses will not be liable for any delay or failure to supply goods where such delay or failure is caused by events beyond our reasonable control, including but not limited to:
- crop failure or reduced availability
- extreme weather events
- biosecurity or quarantine restrictions
- transport or freight disruptions
- acts of government or regulatory authorities
Where a force majeure event occurs, we will make reasonable efforts to notify affected customers and, where possible, offer suitable alternatives or appropriate remedies in accordance with the Australian Consumer Law.
Risk transfer & title to goods. Ownership of goods passes to the customer at the time of despatch. Risk in the goods passes to the customer upon delivery, or where authority to leave has been provided, at the time the goods are left at the nominated location. Once authority to leave has been given, Treloar Roses accepts no responsibility for loss, theft, or damage occurring after delivery. These provisions operate subject to any rights or remedies available under the Australian Consumer Law.
11. Collection Orders
If collecting from our nursery, please select “collection” at checkout and allow 24 hours’ notice for order collation.
12. Interstate Shipping
Bare root roses. We are accredited to ship bare-rooted roses to all Australian states and comply with interstate quarantine regulations. Orders shipped to Western Australia, Tasmania, and Queensland incur an additional quarantine inspection surcharge.
Potted roses. Potted roses can only be shipped to Victoria and New South Wales.
13. Delivery Discrepancies
Any delivery discrepancies must be reported within two (2) business days of delivery. Claims lodged after this period will not be accepted.
14. Gift Vouchers
Gift vouchers are valid for five (5) years from the date of purchase.
15. Replacement Guarantee
Your rights under this guarantee are in addition to your rights under the Australian Consumer Law.
(The full Bare Root and Potted Rose Replacement Guarantee clause is provided as a separately document.)
16. Privacy & Data Use
Where not already set out elsewhere on our website, Treloar Roses’ Privacy Policy applies to the handling of customer information.
We collect, store, and use personal information solely for order processing, customer service, and lawful business purposes.
Payment details are handled securely by authorised payment providers and are not stored by Treloar Roses except where legally required.
17. Severability & Governing Law
These Terms & Conditions are governed by the laws of Victoria, Australia.
If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
