Shipping & Returns
Delivery within New Zealand
We ship bonsai tools, pots, fertilisers and other supplies throughout New Zealand. Available delivery options and charges are shown at checkout for your order and address. If your order needs a special arrangement, please contact us before purchasing.
Dispatch and delivery times
Regular orders are normally dispatched within one to two business days. This is our order-processing time, not a guaranteed arrival time. Carrier delivery times vary by destination. Please contact us before ordering if you need an item by a particular date.
Personal delivery of living bonsai
Living bonsai are delivered personally rather than sent by regular courier. Please contact us to confirm delivery availability for your area and agree suitable arrangements before ordering a tree. Our nursery is not open to the public.
Questions about your delivery
If you need help with an order, please contact info@saikeizen.co.nz or use our contact form, quoting your order number. Inspect your items when they arrive and let us know promptly about damage, an incorrect item or another concern, with photos where possible.
Refunds & Return Policies
At Saikei Zen, we are committed to providing high-quality plants, accessories, and supplies; and ensuring our customers are satisfied with their purchase. Please review our Refunds & Returns Policy below to understand your rights and our processes.
1. Consumer Guarantees Act Compliance
Under the Consumer Guarantees Act 1993 (CGA), we ensure that our plants meet the following guarantees:
Acceptable Quality: All plants sold are healthy, free from defects, and suitable for their intended purpose.
Fit for Purpose: Plants will be fit for any specific purpose communicated to us at the time of purchase.
Matching Description: Plants will match any description or imagery provided on our website.
2. Eligibility for Returns
Plants:
If your plant arrives damaged, diseased, or does not meet the quality standards outlined above, please contact us within 14 days of delivery.
We may request photos of the damaged or defective plant to assess the issue.
If the plant does not meet the CGA guarantees, you are entitled to a remedy, which may include a replacement, repair, or refund.
Non-Living Products:
For accessories, pots, tools, and other non-living products, returns are accepted within 30 days of delivery if the items are unused and in their original condition and packaging.
3. How to Request a Return
To request a return or report an issue with your plant:
Contact Us: Email us at info@saikeizen.co.nz with your order number, a description of the issue, and any relevant photos.
Response Time: We will respond to your request within 2 business days to provide further instructions.
4. Return Process
Return Shipping Costs: For defective or damaged plants, we will cover the return shipping costs. For non-defective items, the return shipping costs are the customer’s responsibility.
Refunds: Once we receive and inspect the returned item, we will process your refund or replacement within 5-7 business days.
Exclusions: We do not accept returns or offer refunds for plants that have been neglected or improperly cared for. Refunds are not available for change of mind.
5. Custom and Special Orders
Custom-made or special order items are not eligible for return or refund unless they arrive damaged or defective.
6. Contact Us
If you have any questions or concerns regarding our Refunds & Returns Policy, please do not hesitate to contact us at info@saikeizen.co.nz. We are here to assist you and ensure your satisfaction with our products.
Thank you for visiting Saikei Zen. We appreciate your business and look forward to serving you again!
Your consumer rights: The 14-day and 30-day periods above are our store-policy request periods. They do not limit your rights under the New Zealand Consumer Guarantees Act 1993, including for faulty, damaged or misdescribed goods. Please contact us if a problem becomes apparent after these periods.