Terms & Conditions

by admin

Updated 01 June 2020

Thank you for visiting Zendo Plant Hub. We are committed to providing exceptional quality products and services and we have prepared the information below to ensure that your experience with us is enjoyable. Please review the following information and if you require further assistance please email us at hello@zendo.com.au 

General Terms and Conditions

Zendo Plant Hub (ABN 37 641 646 308) is an Australian business located in Brisbane, Australia. The Zendo Group Pty. Ltd. (ACN 641 646 308) owns and operates under the Zendo Plant Hub name and this associated website https://zendo.com.au. Throughout the site, the terms “we” “our” and “us” refer to Zendo Plant Hub, “you” and “your” refers to the customer.

The following terms and conditions govern your use of our website and our supply of products and services through this website. Please note that when you visit our website, this constitutes your agreement to be bound by these terms. Terms and conditions on this page may be amended from time to time without prior notice and will be effective immediately.

You must not use this website for any purpose other than browsing and purchasing our products and/or materials and/or services. You must not use, attempt to use or allow this website to be used in any manner that facilitates illegal or fraudulent activity. Please notify us immediately at hello@zendo.com.au if you become aware of such activities regarding this website.

Trademarks, Copyrights and Intellectual Property

All material on this website is owned, operated and controlled by us, including but not limited to logos, images, illustrations, text, audio and video clips and it is protected by our intellectual property rights. All material on this website is solely for your personal use and may not be copied, mirrored, reproduced, adapted, uploaded, transmitted, sold or distributed in any way without express prior written consent of Zendo Plant Hub. We have put a lot of our time into the creation of this website content and materials and we would appreciate if you please notify us immediately at hello@zendo.com.au if you become aware of such activities regarding this website.

Personal information

In order to offer you products and/or services we may request some personal information from you, these details may include your name, address, email address, phone number, birth date and payment details. For information on how we obtain, store and use your personal information please view our Privacy Policy here.

Errors, inaccuracies and omissions

We make every effort to ensure that the material and information provided on this website is as current, complete and accurate as possible. You acknowledge that we do not (to the maximum extent permitted by law) guarantee that the information provided is free from errors or omissions.

We reserve the right to change any information on this website by updating the content at any time without notice. If you become aware of any errors on this website or in the material offered on this website or have any difficulty using this website please notify us at hello@zendo.com.au

Product images are indicative only and represent the product as accurately as possible. Where the information is available to us we have provided detailed product/service information to represent the product/service as accurately as possible. It is your responsibility to carefully read this information. Please contact us at hello@zendo.com.au prior to finalizing your order if you require further information.

Links to third party websites

This website may contain links to third party websites containing content we have no control over and therefore we accept no responsibility for any content on these third party websites. Inclusion of linked websites on this website does not imply our approval or endorsement of content on the linked website.

Pricing and payment

The price of products and services is clearly displayed alongside the associated item/s. Delivery and shipping fees are not included in individual product pricing. The price displayed is in Australian dollars (AUD). Prices may change from time to time without prior notice, however existing purchases will not be affected by any price increases.

We may offer gift vouchers, store credits and discount codes to our customers from time to time. These discounts may only be applied as per the instructions specified by us for each code and, in any event, only one code may be used per order. The use of the discounts may not be available with some promotional campaigns.

We use third-party payment providers to collect payments for products and/or services. The processing of payments by the Payment Provider will be subject to the terms, conditions and privacy policies of the Payment Provider. Note: the current payment providers through this website are PayPal via Woo Commerce, AfterPay, ZipPay, Stripe.

You agree to provide current, complete and accurate purchase and account information and you confirm you are authorised to make payment via your chosen payment method.

We must receive payment for your order in full prior to us dispatching the products and/or services. We reserve the right to refuse or modify any order you place with us by limiting or cancelling quantities purchased. In the event that we cancel or modify an order, we will attempt to notify you by contacting the email provided by you at the time the order was placed. Where payment has already been debited, the full amount will be credited back to your original method of payment.

Upon completion of payment of your order you will receive a message on screen with an order confirmation and an order number. We advise that you take note of this order number for your reference. You will also receive an email to your nominated email address with an order confirmation and an order number. If you do not receive confirmation from us there may have been an issue with processing your order and you will need to contact us by emailing hello@zendo.com.au as soon as possible. For any queries regarding your order please quote the order number we have provided you.

Product availability

Our product range consists of live plants. It is important to note that availability of plants can vary with the seasons. We offer only high quality, healthy plants that are free from pest, disease and damage and therefore we take great care of living plants when they are in our studio. As such we keep quantities to a minimum to ensure we are able to provide adequate care. Unfortunately this means we may sell out of a particular plant before you complete your purchase. In the event you are seeking a particular plant for purchase please contact us at hello@zendo.com.au as we have access to a large network of reputable plant suppliers and we may be able to source this plant for you.

We also offer varied hand made products and as such we may only have limited quantities available to us. In the event we are able to restock hand made products there may be longer than usual restock time frames due to the product/s being hand made.

We reserve the right to request prepayment for custom products and services.

In the event we are unable to provide you with a product/service you have ordered we will contact you to discuss your choice of a substitute product or a refund.

Delivery and shipping

We offer a local delivery service to selected suburbs in and around Brisbane and a shipping service throughout Australia on selected products. We may charge you a fee for these services. We are currently unable to send plant and soil products to Western Australia, Northern Territory and Tasmania due to quarantine regulations, please contact us at hello@zendo.com.au if you have a concierge service for shipping to these states. We currently do not offer international shipping.

It is your responsibility to ensure you have provided the correct phone number, address and contact email for you and your recipient (if applicable). We accept no liability arising out of failure to deliver to and/or contact you or your recipient, where the contact details were either not supplied or were incorrect. Failure to provide correct details may result in incorrect deliveries and/or additional shipping or delivery fees. Once your order is delivered in accordance with your delivery/shipping instructions you accept ownership of the product/s.

We use Australia Post as a third party shipping service. We endeavour to pack and ship all orders on the same day when placed and confirmed before 1pm. You will receive a confirmation email from us when we have shipped your order and this email will contain a tracking number for you to track your parcel via the Australia Post web based tracking service. Standard shipping through Australia Post is generally 2-3 working days for Melbourne, Sydney, Canberra and Brisbane metro areas. Other regions can be up to 10 business days. We also offer express shipping using Australia Post if you require your order sooner. This service is generally overnight to most metro areas and is the fastest possible delivery for all other areas. We recommend the express shipping service for all shipping addresses in Western Australia, Northern Territory & Tasmania, as standard eParcel is a slower service via ground transport. Please visit the Australia Post website for further information regarding shipping.

All shipping times provided are estimates only and are subject to delays beyond our control. We cannot guarantee that your order will be delivered within the times indicated. We will ensure your order is packed securely, however we will not be liable for any delay, loss or damage suffered as a result of or in connection with third party shipping providers. In the event of delay, loss or damage please raise your concern with Australia Post. Where relevant we will liaise with Australia Post on your behalf to the best of our ability to ensure a mutually successful outcome. If you require insurance on your order please contact us at hello@zendo.com.au prior to placing your order.

We offer same day local delivery to selected suburbs in and around Brisbane when the order is placed through this website and confirmed before 1:00pm Monday to Saturday (AEST) excluding Public Holidays. Orders placed outside of these hours will be delivered the following business day. The list of suburbs is provided on the Delivery Information page of this website and a Post Code Checker is provided on multiple pages of this website for your convenience to ensure we offer local delivery to your selected suburb. It is your responsibility to ensure your selected suburb falls within our local delivery area prior to finalising your purchase. We offer the ability to place your order up to seven days in advance of your chosen delivery date, please select this option at the check out if applicable. For an additional charge we may be able to accommodate requests for specific timed deliveries, please contact hello@zendo.com.au prior to placing your order to confirm your selected time is available. All other orders are subject to local delivery terms as outlined below. Due to the high demand for local delivery on Valentines Day and Mother’s day we reserve the right to withdraw same day local delivery. We recommend using the pre-order option to ensure delivery on these days.

We use delivery-tracking software called DeTrack. You will receive an email notification with an ETA from DeTrack once your order has left our studio. You will receive a delivery confirmation email upon delivery of your order. You will receive a failed delivery confirmation in the event we were unable to deliver your order, we will then contact you as soon as possible to discuss why the order could not be delivered and arrange an alternative delivery. Redeliveries may incur an additional delivery fee. Local deliveries can be tracked on the Track My Delivery page of this website.

When a local delivery order is placed through this website and confirmed before 1:00pm Monday to Saturday (AEST) excluding Public Holidays the order will leave our studio at approximately 1:30pm on the chosen delivery day. DeTrack creates the most efficient delivery run and we use this technology to endeavour to deliver to all commercial addresses prior to 5:30pm and all residential addresses prior to 6:30pm, please nominate commercial or residential address type at the checkout. Unfortunately we are unable to meet any specific delivery time requests unless arranged prior to placing your order as outlined above. If your recipient may leave their workplace before 5:30pm please consider if sending your gift to the recipient’s home address is a better option.

We will attempt to deliver your order to the intended recipient. If the recipient is not at the nominated home address at the time of delivery, we will leave the order at or near the door of the nominated address unless it appears unsafe to do so. In that case we will attempt to contact the recipient to leave the order in a safe location. If we are unable to leave the order, we will contact you to arrange a new delivery time and an additional delivery fee will apply. This additional delivery fee will need to be paid to us by either the recipient or the sender before the order is redelivered. Please ensure someone is able to collect the order or there is a safe place to leave it at the nominated delivery address. We will attempt to deliver to nominated addresses as per specific details, however local deliveries to commercial addresses including schools and hospitals may need to be delivered to reception and forwarded to the recipient from there. We will not be liable for any delay, loss or damage suffered as a result of or in connection with leaving the order at commercial addresses, therefore we request you please consider if sending your gift to the recipients home address is a better option.

You acknowledge that people other than the intended recipient may read personalised messages accompanying gifts. It is your responsibility to ensure personalised messages are to your satisfaction before completing your order, messages are copied directly from this website as they are written by you and we do not accept responsibility for incorrect spelling or grammar.

Amendments and cancellation of order

We may not be able to fulfill requests to amend or cancel an order once the order has been prepared, particularly if it is in transit. You must ensure all details pertaining to your order are correct before finalising your order. We may be able to amend or cancel local delivery orders provided you contact us with your request at hello@zendo.com.au at least 24 hours before the nominated delivery date. If we authorise the cancellation of the order within 48 hours of the scheduled delivery date we will charge and administration fee of $10 and refund the balance via the original payment within five working days.

Refunds and exchanges

We reserve the right to refuse refund requests for non-deliveries due to any reason that is beyond our control. In the event we are unable to deliver your order we will contact you to arrange another day for delivery, a store credit or a refund depending on the circumstances.

Returns will only be accepted if the product/s is faulty and you have complied with the terms as set out in this clause. We take all care to ensure all products leaving our studio are to a high standard and are packaged safely for transit. If you are unhappy with the quality of your product/s please contact us at hello@zendo.com.au with an explanation and clear photographs of the product/s so we are able to better understand the issue. We reserve the right to further inspection before we deem the product/s faulty. If we agree the products do not meet our high standard we will organize an exchange or refund except for in the case of loss or damage incurred by a third party shipping service. In this case we reserve the right to refuse an exchange or refund until such time as we receive results of an investigation into the matter by the third party shipping service.

Change of mind returns will be approved at the sole discretion of the Zendo Plant Hub management team and we reserve the right to refuse these returns. In the event we accept this type of return the product/s must be returned to us at your expense and in original condition with original packaging within 10 business days of you receiving the product/s. You will be required to provide us with a shipping tracking number. We will not accept any returns that have not had prior written consent by us.

All refunds will be credited back to you via your original payment method.

It is the responsibility of the receiver to follow correct procedure when caring for their plant/s and/or products. We offer relevant care and product guides to ensure accurate information regarding these procedures is provided to the recipient.

Complaints

If for any reason you are unhappy or have concerns regarding your order please contact us at hello@zendo.com.au at any point in time. We will do our utmost to resolve the issue and take on feedback to improve our service in the future. Whilst we welcome communication at any point in time please note we are more likely to be able to offer adequate assistance with your complaint if you communicate the issue to us within 48 hours of receiving your order or any issue arising thereafter.

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