Warranty & 5-Year Crack Guarantee

Green walls are meant to last. From 1 October 2026, every green wall panel we sell is backed by a 5-year crack guarantee. If the plastic of a panel crumbles or breaks down, we will make it right.

What is the Designer Vertical Gardens 5-year crack guarantee?

It is our promise that the plastic in your green wall panels will not crumble or break down under normal use. If a panel does within 5 years of delivery, send us photos and we will replace the affected panel. It applies to green wall panels (not rolls) from orders placed on or after 1 October 2026.

What counts as a crack?

In plain English, a crack is when the plastic of the panel crumbles or breaks down. It goes brittle, then flakes, splits or falls apart. It is the panel material failing, not damage done to it.

• This is a crack: the plastic of the panel (the backing, grid or leaf base) turns brittle and crumbles, flakes or breaks apart when the panel has been installed and used as intended.
• This is not a crack: a surface scuff or scratch, a loose or bent leaf, a cut you made when trimming the panel, or damage caused by impact, tools, force or misuse.

How long is the warranty on each product?

The warranty period starts on the date your order is delivered. Keep your order number handy, as we will ask for it.

What does the warranty cover?

• Cracks in green wall panels (the plastic crumbling or breaking down), as explained above. This is 5 years on eligible orders.
• Manufacturing defects in any product, within its warranty period.
• Premature damage to UV-stabilised outdoor trees and plants caused by sun exposure, within 12 months.

What is not covered?

We want to be upfront, so you know where you stand. The warranty does not cover:

• Damage from impact, vandalism, vehicles, tools or heavy force.
• Damage from fire, chemicals, or strong heat sources, including heat reflected from some windows or glass.
• Damage caused by incorrect installation or by modifying a product in a way our installation guide does not describe.
• Indoor plants used outdoors.
• Normal wear, dust and dirt, and gradual, even colour change over time.
• Change-of-mind returns. These are covered by our returns and refund policy, not this warranty. See the section below.

How do I make a warranty claim?

It takes three steps. We keep it simple.

Do you accept change-of-mind returns?

Yes. If you change your mind, you can return eligible items for store credit. Here is how it works:

• Ask within 14 days of delivery. Contact us with your order number and the items you want to return.
• Unused and in original packaging. Panels must not be cut, installed or altered. Custom-made, cut-to-size and final sale items cannot be returned for change of mind.
• You pay the return freight. Please use a tracked service.
• You get store credit, not a refund. Your credit is the price you paid, less a 25% restocking fee, less the freight cost of your original delivery. Use it toward another item or order within 12 months.

Damaged, faulty or not as described? The restocking fee does not apply. Contact us straight away with photos and your order number, and we will help under Australian Consumer Law and this warranty.

Start with our contact page, or request a free quote if you would like help with measuring or samples before you buy. Our returns and refund policy has the full details and a worked example.

Does this affect my rights under Australian Consumer Law?

No. This warranty is in addition to your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under that law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Our full terms and conditions apply to every order.

Warranty FAQs