Location

Are you a New Zealand business?

Yes, we are a registered company in New Zealand

Where are you located?

All Incredible Garden is locally owned and operated based in Nelson, New Zealand.

You can find us at:

Papps Carpark,
8Cambridge Street,
Richmond, Nelson 7020,
New Zealand

Shipping

Do you ship overseas outside of New Zealand?

If you'd like to ship to other countries, this can be done by contacting us via email.

When will I receive my order? What are your shipping times?

Shipping Times

We aim to process and dispatch your order as fast as possible. While in most cases this will happen within 24-48 hours, it can take up to 5-7 business days, depending on what is ordered. After dispatch, delivery is normally overnight within the South Island and 1-3 business days within the North Island. Rural addresses could take up to an additional 2-4 business days. At this time, we do not offer urgent delivery as a standard freight option, however if you require your order urgently, please contact us before ordering to ensure that we can meet your delivery timeframe. We aim to deliver your order within the following timeframes:

Within New Zealand

• North Island: 3-10 business days
• North Island rural or PO Box/Private Bag: 3-7 business days
• Waiheke Island: 4-12 business days
• South Island: 2-8 business days
• South Island rural or PO Box/Private Bag: 2-6 business days
• Chatham Islands: 7-10 business days
• Oversized or heavy items: 5-7 business days to all NZ addresses (excluding Chatham islands)

For International please contact us.

Do you ship bulky items?

Yes, we will ship bulk items ie. Long items, landscape products, weed matting, and bulky items these items are excluded from our current promotion deals. Freight cost is calculated at checkout.

Products & Ordering

Can I pick up my order?

Click & Collect

We now offer Click & Collect as an option via our website, you can place your order and select to collect. In some cases your order may be available the same or next day, but that may not always be the case, so we will notify you by text message or email where possible, when your order is ready to be collected. this could be up to 48-72 hours after ordering. So try and include a cell phone number with your order. If you need something urgently, give us a call or email before placing the order, to make sure we have it available for you right away.

Can I add more than one product to my cart?

Yes, absolutely.

After you have selected a product to add to your shopping basket, you will be taken to the cart page.

From here, you can proceed to checkout or continue browsing the site to add additional items to your order.

How can I change my order?

Please take the time to check your order is correct before submitting it.

If once you receive your package, there is an issue with the item, like size or the colour isn't what you needed or any other reason that you may wish to return or exchange an item, we are more than happy to try and sort this out for you. However charges may apply to cover freight and restocking or exchange.

Please note: We do not offer refunds for changes or change of mind or errors in ordering.

If a product is sold out, what happens?

Don’t stress, we may still be able to sort you out.

Because our products are priced so well, we often sell out, but generally replacement stock is not to far away.

So, if the product you are looking for is not in stock, feel free to contact us and we will be more than happy to follow up on the item your looking for and let you know when it might be available again.

Out of Stock & Backorders

While we do everything we can to make sure our stock levels are accurate at all times there may be occasions due to unforeseen circumstances where we are unable to fulfill your order or source a replacement product. If this should occur we will contact you and offer either a store credit for the value of your purchase or a full refund. In some cases, we may be able to offer a backorder service, however this is on a case by case basis and is done so at the sole descretion of All Incredible Garden

Purchased products from your store, but now I purchased from another supplier, can I get a refund?

We do not offer refunds for changes or change of mind or errors in ordering.

So we are happy to exchange items, or provide a credit to be used for alternate purchases from All Incredible Garden.

Any exchange request, may incur a handling charge to cover restocking, processing and re-sending of the alternate item, particularly if your original order was shipped freight free. This will be no more than $15

Checkout & Payments

What are your payment options?

Currently payment is accepted by these methods:
• MasterCard and VISA
• Bank transfer (please contact us)
• Zip payment by instalments
• Cash, Eftpos or Paywave instore
You can also use a prepaid “Prezzy Card” or “Loaded Card” from your local Post Shop. These are prepaid debit cards which you can use like a VISA card.

When entering delivery address, I get an error message stating that it is incorrect. What went wrong?

Reasons for errors at checkout
The following are common issues that can cause a error at checkout.
• Missing address information
• Missing phone number information
• New residential subdivision
• Google maps issues
If you are still having issues, please contact us so we can fix it, we can process your order via Phone 0508 462 733 or Email sales@allincrediblegarden.co.nz

When making payment, I get an error message stating that there has been an authorization failure. What went wrong?

Please double-check the credit card number and expiration date on your card.

Also, please be aware that we currently only accept VISA or MasterCard credit cards.

If you continue to have issues, please contact your bank as there may be a temporary block on your card.

Is it safe to buy from All Incredible Garden and pay by credit card?

Yes, it is safe, we’re very serious about privacy and security. We use SSL to secure all pages of our site where private details are entered or shown.

Look for the green https:// in the address bar whenever you’re entering a secure area.

This is an internationally accepted standard and our systems have been checked by an independent NZ bank.

All our transactions are processed via Direct Payment Solutions (DPS). No credit card information is held by All Incredible Garden.

Returns & Exchanges

How do I return item?

RETURNS
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging unoped
Several types of goods are exempt from being returned including items or products sold at reduced prices, on-sale or promotional items
To complete your return, we may require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds (if applicable)
*Refunds not applicable on sale or promotional items sold at reduced prices.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the
approval or rejection of your refund. Please Note: There is a $15.00 NZD + GST return fee applied for restocking, handling, and processing your return, Plus if you received your products via Free Shipping Promo additional charges are also deducted from your purchase credit to cover the cost of freight which was
delivered to your address. We also do not accept returns because you changed your mind 5 -7 days later.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment,
within a certain amount of days.
Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

If you’ve done all of this and you still have not received your refund yet,
please contact us at sales@alllincrediblegarden.co.nz

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to
exchange it for the same item, send us an email at sales@allincrediblegarden.co.nz
and send your item to: 14 Fawdan Way, Richmond, Nelson

Shipping

To return your product, you should email us prior. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may
vary.
If you are shipping an item over $10, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Warranties

Warranty

All items are guaranteed for at least 12 months from the date of purchase. This policy does not cover normal wear and tear, accidents or damage arising from misuse of the product. If it really did “just stop working” and you believe you may be covered by this warranty please get in touch with us before sending it back to us, we may required to send evidence ie photo / video to provide to our manfacturer in a event of a warrnty claim process for their decision. In the case where items are defective we will replace the item, repair it or if neither of the above is possible will provide a full refund for the cost of the product (excluding any shipping costs).

What is your full warranty policy?

The All Incredible Garden warranty policy covers our products for 12 months from the purchase date. Warranty claims cover any fault, defect or failure occurring as a result of the manufacturing process. Damage or faults occurring as a result of misuse, accident, or wear and tear is not covered by our warranty policy.


If the product is still under warranty, the warranty extends to covering the repair or replacement of the item, but warranty does not cover associated freight costs. All warranty claims incur a minimum handling charge of $15 to cover freight. However this may be higher if the item is larger.


If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair will be charged to the customer, in additional to the handling charge mentioned above.


Wherever possible we will endeavor to repair any fault to a factory issue and return it to you.


Where repair is not possible or practical we will replace the product with the same or similar product.


Where neither of the above solutions is possible or practical, then we will refund you for the value of the product, freight excluded.


Warranties should be returned to:
All Incredible Garden

Papps Carpark, 8 Cambridge St,
Richmond 7020,
Nelson,
New Zealand

All Incredible Garden will not be liable for items returned by post or untracked courier delivery.


All warranty items being returned MUST be accompanied by a covering letter detailing the issue and your full contact details and return address.


All Incredible Garden does not accept liability for return freight charges unless agreed prior to shipping in writing from us.

Restrictions and exceptions: As a result of copyright laws a refund or exchange is only available for the following products if the product is defective: DVDs & Music CDs.

Legal

Good & Services Tax (GST)

All prices and charges are in New Zealand Dollars, inclusive of GST (goods & services tax) . We are required to automatically charge and withhold the applicable GST for orders delivered to addresses within New Zealand.

Consumer Guarantee Act 1993

AnsThe Consumer Guarantee Act sets out minimum standards for goods sold by All Incredible Garden.
In the event that goods sold are not of good quality or are faulty, we have the right to repair, replace or a refund you for the product.wer text

Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act.

Privacy

We take your privacy seriously. We don’t distribute or allow access to any of the information you give us while using All Incredible Garden's website

Acceptance

Completing a purchase via All Incredible Garden constitutes acceptance of and agreement to these terms and condition, which supersede all previous versions.