Refund policy

All Zen Bamboo customers can access our Planting and Care Guide to help ensure plants are a success after purchase. It is vitally important that these guidelines are followed otherwise problems with plant health may eventuate. In addition to these guidelines, variances in local conditions (such as soil condition and climate) may adversely affect the plant’s health.

If any problems do exist, time is of the essence in establishing what may have gone wrong. It is therefore essential that you contact us within 48 hours of plant collection/delivery if you have any cause for concern with regards to the quality or condition of the plant received. We will attempt to diagnose the potential issue and assess an offer of replacement or refund.

We are unable to accept returns or issue refunds if claiming poor quality if you have not attempted to make contact within 48 hours of delivery/receipt of your order. On a case by case basis we will determine if a replacement plant is required or may offer a full/partial refund instead. In such cases, Zen Bamboo will bear the cost to redeliver the plant(s).

In the case of a replacement plant being approved by Zen Bamboo, we may request for the original plants to be returned. Zen Bamboo will bear the cost of collecting original plants and arranging for replacement plants to be delivered.

In the case where a refund is approved by Zen Bamboo, we may request to have the plant returned to us for inspection. Zen Bamboo will bear the cost of collecting original plants.

Refunds will be processed using the format of original payment. For example, if payment was made via a direct bank deposit, we will return the payment via direct bank deposit.