Store Policies

Online Store Terms, Refund & Privacy Policy

Australian Consumer Law: Our goods and services come with guarantees that cannot be excluded under the ACL. Nothing in these terms limits your statutory rights.

1. Terms & Conditions

Who We Are

The Melbourne Arboretum Ltd (ABN 78 634 873 779) “TMA”, is a Victorian not-for-profit operating at melbournearb.org. These terms govern all purchases from our online store.

Prices & Orders

  • All prices are in AUD and include GST where applicable.
  • A tax invoice is issued automatically with every order.
  • TMA may cancel an order if a pricing error occurs, stock is unavailable, or payment fails — a full refund will be issued.

Memberships

  • Annual memberships are non-transferable and valid for 12 months from purchase.
  • Benefits are subject to availability and prior booking where stated.
  • Memberships do not auto-renew unless separately agreed.
  • TMA may suspend a membership for breach of these terms or conduct harmful to staff, volunteers, or the community.

Physical Products

  • Product images and descriptions are provided in good faith; minor natural variations may occur.
  • If an item is out of stock after ordering, TMA will contact you within 5 business days to offer a substitute, credit, or refund.
  • Risk of loss passes to you upon delivery.

Intellectual Property

All website content and digital membership materials are TMA’s intellectual property and licensed for personal, non-commercial use only.

Governing Law These terms are governed by the laws of Victoria and the Commonwealth of Australia. Nothing here excludes your rights under the Australian Consumer Law.

 

2. Refund Policy

Memberships

  • No change-of-mind refunds once membership benefits have been accessed.
  • If no benefits have been accessed, contact us within 14 days of purchase — we will consider a refund at our discretion.
  • If TMA cancels a scheduled event or walk, we will offer a replacement or pro-rata credit; not a full membership refund.

Physical Products — Change of Mind

  • Returns accepted within 14 days of delivery if items are unopened and in original packaging.
  • Return shipping is at the customer’s cost. TMA will issue a store credit or exchange.

Faulty or Incorrect Items

  • Contact us within 7 days of delivery with your order number and photos.
  • We will offer a full refund, replacement, or store credit at your election (as required by the ACL).
  • Return shipping for faulty/incorrect items is covered by TMA.

Plants & Seedlings

  • No change-of-mind returns on living plant material.
  • If a plant arrives dead or clearly damaged, notify us with photos within 48 hours of delivery.

Non-Refundable Items

  • Memberships with benefits accessed; past events; downloaded digital content.

How to Request Email info@melbournearb.org with subject ‘Return/Refund — [Order No.]’. Include your name, order number, and photos if applicable. We aim to respond within 3 business days; approved refunds processed within 10 business days.

3. Limitation of Liability

To the maximum extent permitted by law, TMA’s liability for any claim is limited to the amount paid for the specific product or service giving rise to that claim.

Exclusions

  • TMA is not liable for indirect, consequential, or economic loss, including loss of income, opportunity, or data.
  • Participation in outdoor events, walks, and on-site activities involves inherent risk. TMA carries public liability insurance but excludes liability for injury arising from failure to follow staff safety instructions.
  • TMA is not responsible for third-party services including payment processors or delivery carriers.

Nothing in this section limits rights conferred by the Australian Consumer Law.

 

4. Privacy Policy

TMA collects and handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

What We Collect

  • Name, email, phone, postal address, and order/payment details (payment processed via Square-pay — TMA does not store card numbers).
  • Website analytics via cookies (aggregated and de-identified).

How We Use It

  • To fulfil orders and memberships, send receipts and updates, respond to enquiries, and meet legal obligations.
  • We will only send marketing emails if you have opted in. You may unsubscribe at any time.

Disclosure

  • We share information only with payment processors, delivery providers, IT/hosting services, and professional advisers — all bound by confidentiality. We do not sell your data.

Your Rights

  • You may request access to or correction of your personal information by emailing info@melbournearb.org. If unsatisfied, you may complain to the OAIC at oaic.gov.au.

Retention & Security Data is retained for 7 years (financial records) then securely deleted. Our site uses SSL/TLS encryption and PCI-DSS compliant payment processing.

 

5. Disputes & Updates

Contact us first at info@melbournearb.org to resolve disputes informally. If unresolved within 30 days, either party may refer the matter to Consumer Affairs Victoria or VCAT (for claims under $15,000).

TMA may update these policies at any time. Changes are posted at melbournearb.org/terms. Registered members will be notified by email of material changes. Continued use of the store constitutes acceptance of updated terms.

 

melbournearb.org   |   235 Bridge-inn Road, Mernda, VIC   |   ABN 78 634 873 779