Terms & Conditions

Terms & Conditions Of Sale

You, the customer, must agree to the following terms and conditions when purchasing from Bonsai Shop. It is the responsibility of the customer to ensure that all account details are correct, including an email address and phone number and the delivery address, including any unit numbers and post codes.
It is also the purchasers responsibility to be at the delivery address during normal business hours to sign for the package, or to have a secure area inside the delivery address for the parcel to be left, and phone number of the recipient who resides at the address in case they are not present when delivery occurs, and alternatively a place for a card to be left notifying of a delivery failure.

If you live in an apartment building or gated complex/community you must provide a phone number for the courier if they are unable to gain entry and deliver the parcel to you.

BonsaiShop is not responsible for packages which cannot be delivered due to no one being present at the delivery address to sign for the package.

BonsaiShop is not responsible for packages which are not received because of incorrect customer details.

Payment must be made within 7 days of orders being placed. Orders will not be shipped until after payment is received. ´╗┐All orders are posted within 24 hours of payment being received unless a tree is ordered and payment is received from Friday to Monday, these orders will be sent on the Tuesday. This is due to the possibility of trees dying in transit as any items posted on Friday, Saturday or Sunday will be left at a depot over the weekend.

All special shipping instructions must be included during checkout on the address page of ordering.

All payments are made through PayPal (either through a credit card or PayPal account) or by bank transfer. To complete payments through PayPal, you must agree to the terms of service of PayPal.

Tracking is offered on all packages sent through our standard courier, Australia Post, you will recieve an email upon processing of your order from them allowing you to subscribe to tracking events at any time or an update on its delivery. Delivery times can vary from 2-3 days for the major cities, and up to 7 days in remote/rural areas. It is the customers responsibility to ensure that orders are completed with sufficient time to arrive. (eg. time sensitive gifts) BonsaiShop is not responsible for deliveries which do not arrive before a certain day if the customer has not allowed for sufficient delivery time.

If your delivery is not received within two weeks, or is received damaged please use the claims section from Australia Post received in your shipping advice email, please also email info@bonsaishop.com.au with the details of your order, including your name, email address used for the order, the order number and photos of the damaged good/s. (if applicable) It is the responsibilty of the customer to process a claim with Australia Post regarding the damaged goods to receive a credit from them. 
It is vital that you open your package and check the goods are not damaged. If any goods are damaged DO NOT ACCEPT OR SIGN FOR THE PACKAGE.

REFUND POLICY

Should your order be incorrect or damaged due to any reason please email us immediately at info@bonsaishop.com.au with your order number and details about the issue along with any photos that will assist us.

At our discretion, we will determine if responsibility is with BonsaiShop, or Australia Post, who delivered the package. If responsibility lies with the courier we will advise you of the course of action you must take to make a claim with the courier, BonsaiShop has no further obligations to provide monetary reimbursement or otherwise in this circumstance, but can provide appropriate documentation to verify your claim should you request it.

Should the order be incorrect or damaged and we determine, at our discretion, that responsibility lies with us, BonsaiShop, we will respond to your email with details about reimbursement and/or replacement of the affected item/s. Should the item be incorrect or functionally useless, we will ask that you return the item to us at your own expense so that we may either, replace the item, or issue a refund to you for the item. Once the goods have been received we will then issue a full refund, partial refund, or a replacement product, at our discretion. This process will take 1 -2 Weeks at most.

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