Refund policy

For living plants, please contact us within 14 days of delivery to request a return or report a concern. For non-living products, such as tools, pots and accessories, you have 30 days from delivery to request a return. Please contact us before sending any item back.

To begin the returns process please:

For non-living products, the item must be unused and in its original condition and packaging, with tags where applicable. For living plants, please describe the concern and provide photos where possible. We do not offer change-of-mind refunds for living plants. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at saikei.zen@yahoo.com. 
A) Reach out to us via email to describe the issue, and if possible, include photos for clarity.
B) Once we receive your email, we’ll evaluate the situation and determine the best course of action.  In New Zealand, options may include a replacement, repair, or refund, depending on the nature of the issue.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at saikei.zen@yahoo.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Living plants are covered by the 14-day request period above and are not excluded from remedies for faults or damage. Custom products (such as special orders or personalised items) cannot be returned for change of mind. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Change-of-mind returns are not available for sale items or gift cards. This does not limit remedies required by consumer law.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at saikei.zen@yahoo.com.

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.