Terms and conditions
Terms and conditions
1. Scope and Purpose of the General Conditions of the Store
These General Conditions are intended, together with the order form and other elements referred to therein, to regulate the terms and conditions by which the Online Store will be governed by Fiu's Suspended Gardens unip lda, identified on this website as FIOS Jardins Suspensos, under the corporate identification number 516 545 337.
The Service consists of providing, through the address www.fiosjardinssuspensos.com , access to the Online Store which, in addition to providing information regarding a set of products and/or services, allows the User, electronically, to order the products advertised therein, under the terms and conditions described herein.
2. Product Information and Contents
The product images available on the website are as accurate as possible, aiming to accurately reproduce the actual product. Since some items are 100% natural, such as live plants, and others are handmade, such as kokedama and preserved moss paintings or panels, there may be slight differences between the image and the actual product due to the unique characteristics of each item.
FIOS Jardins Suspensos will do everything possible to send all the products ordered, but it is possible that, in certain cases and due to causes that are difficult for FIOS Jardins Suspensos to control, such as human errors, seasonal plants or incidents in computer systems, it will not be possible to make available some of the products requested by the User.
If a product is unavailable after you've placed your order, you'll be notified by email or phone. At that point, you'll be given the option to cancel the order and receive a refund if you've already paid.
All information regarding prices, products, specifications, promotional activities and services may be changed at any time by FIOS Jardins Suspensos.
3. Order
3.1 Placing an Order
The products on the website are available for sale in mainland Portugal and Spain. Islands excluded.
To place an order on the website, the user simply needs to have an email account and follow these steps:
Select the products you wish to purchase and add them to your shopping cart or, if you prefer, fill out our contact form to place your order.
Register on the FIOS Jardins Suspensos website with an email account, which will later allow you to access and update your personal data and check the status of orders or returns, and click on “Finalize purchase”.
Fill in all mandatory fields and select the desired payment option;
Accept the General Terms and Conditions of Sale and click “Continue”.
At the end of your order, you'll see a confirmation screen. You'll also receive an automatic email with this information.
By submitting your order, the user accepts the website's General Terms and Conditions of Sale, as well as the Privacy Policy found in the website's footer.
3.2 Non-Processing of the Order
FIOS Jardins Suspensos reserves the right to refuse to process orders without a guarantee of payment, if the order is incomplete or incorrect, or if the product is no longer available. In these cases, the user will be notified of the cancellation by email, and the amount paid in the meantime will be refunded.
FIOS Jardins Suspensos also reserves the right to cancel any order, even if placed successfully, and is exempt from liability for damages or costs if any of the following occurs:
- Product unavailable (in this case, the amount paid by the user will be refunded using the same payment method used in the order);
- Incorrect billing information;
- Payment for order not received (up to 8 working days after order);
- Error in product price;
- Order delivery not possible at the address indicated for shipping.
4. Product Availability
Fulfillment of orders placed on the website is subject to product stock availability.
If the stock of a certain product is temporarily out of stock or if the customer has placed an order for a product that has sold out in the meantime, FIOS Jardins Suspensos will inform the user by email or telephone and will indicate, if possible, the approximate date for restocking the product, leaving it up to the user to decide whether to remain interested in the order or whether to cancel it.
Whenever possible, FIOS Jardins Suspensos will attempt to deliver all ordered items in a single shipment. However, if some of the items ordered are delayed or temporarily unavailable, delivery may be split. In this case, the user will be informed by email or telephone.
5. Price
Product prices are those published on the website, except in cases of obvious errors. The website is updated daily; however, pricing information for some products may contain errors. Therefore, in the event of this situation, FIOS Jardins Suspensos will inform the user as soon as possible, giving the user the option to confirm the order at the correct price or cancel it, with the right to a full refund. If the user cannot be contacted, FIOS Jardins Suspensos reserves the right to cancel the order and issue a full refund.
The prices shown on the website already include Tax on Circulation of Goods and Services (ICMS), in accordance with applicable legislation in the country in which the order is placed.
Home delivery of the order has an additional cost related to the delivery fee, which is added to the price of the product.
The Total Amount to Pay is the amount of your order with VAT and delivery fee included.
Product prices are subject to change and update. FIOS Jardins Suspensos reserves the right to change prices without prior notice. However, the price displayed at the time of purchase is the actual price.
applied, except in the case of obvious error.
6. Payment Methods
To provide the most convenient solutions for users, the website offers the following payment methods:
- VISA/MASTERCARD Credit Card;
- Multibanco Reference
- MB Way
- Bank transfer
If you choose to pay by credit card, all payment information is entered directly on a secure page provided by the electronic payment service provider. FIOS Jardins Suspensos is not responsible for any delays or failures in delivery of orders resulting from verifications and authorizations by the issuing entities.
The invoice will be emailed to the user in PDF format upon order dispatch/delivery. By placing an order, the user accepts this condition.
7. Shipping and Delivery
7.1 Shipping
The order shipping process will begin after confirmation of successful payment of the respective order.
7.2 Delivery
Home delivery of orders is carried out by FIOS Jardins Suspensos with prior scheduling and operates on weekdays, between 10 am and 6 pm, except for exceptions to be agreed with the customer.
Orders can also be collected, free of charge, at the FIOS Jardins Suspensos Atelier, with prior appointment, at Rua Cunha Júnior no. 30 4250-185 Porto, if the user chooses the “Pick up at Atelier” option.
The delivery fees associated with this service are as follows:
Porto Area Fixed cost of €4.00
Rest of mainland Portugal and Spain = shipping agent fee depending on the weight of the order, [available here] - .
Pick up at Atelier FIOS Jardins Suspensos = free
Estimated delivery times (except for reasons of force majeure) are 5 working days
Note: Estimated delivery times are valid after confirmation of good
payment of orders.
Home delivery by courier does not offer scheduling options. The carrier informs the user via SMS, phone call, or email of the estimated delivery date. Users can change the date or choose to pick up the package at a nearby pickup point. The carrier will deliver the package to the address selected by the user.
If the customer does not receive the order after two attempts (on different days), it will be canceled, and FIOS Jardins Suspensos will refund the purchase price, if the item is in good condition, subtracting the delivery cost multiplied by 2 from that amount.
8. Cancellations and Refunds
8.1 Order Cancellation
Depending on the order status, you may be able to cancel it, as long as it hasn't yet been shipped. To find out if you can cancel your order, please contact us at green@fiosjardinssuspensos.com or by cell phone at +351 965 842 657 (cost of a domestic call).
8.2 Return due to Withdrawal
The user has a 14-day reflection period, during which he can proceed to return the product if you are not satisfied, provided that:
- The product has not been used or tampered with;
- The product maintains its original characteristics and the packaging is not completely damaged;
- The product is complete and properly packaged in the original packaging (if the item consists of more than one piece, all pieces must be returned);
- Attach the printed invoice and return document.
In the case of natural plants/kokedamas, returns are accepted exclusively under the following conditions:
- The plant must have the same vitality, aesthetic appearance and phytosanitary conditions as on the date it was sold;
- The plant must be properly packaged in its original packaging, or delivered by hand to the indicated address, in conditions that protect its complete integrity.
- Returns of natural plants will not be accepted if, upon return, they are found to be:
- Missing leaves, branches or any other broken or damaged parts of the plant;
- Obvious signs of water stress (the customer must ensure that the plant is properly watered while in their possession);
- Signs of over-watering or fertilization;
- Presence of pests or diseases.
To initiate the return process, users must contact FIOS Jardins Suspensos Customer Service by sending an email to green@fiosjardinssuspensos stating that they wish to return items from their order. In this process, users must provide the following information:
- Online Order Number;
- Names of items to be returned;
- Quantity of items per name to be returned;
- Reason for Return;
- Return Method In person at Atelier FIOS Jardins Suspensos (address: Rua Cunha Júnior nº 30 4250-185 Porto)
Home pickup by FIOS Jardins Suspensos (cost R$4.00).
The user must also send with their return a copy of the duly completed return document and their copy of the order invoice.
Please note that return shipping costs are the responsibility of the customer.
After receiving and inspecting the products in your order, FIOS Jardins Suspensos will refund the value of returned items within 14 days. This period is valid after the items have been received at the addresses provided.
Please be advised that shipping costs for the order will only be refunded if there is a manufacturing defect in the items returned from order.
8.3 Exchange and Return Policy
All products purchased in the online store and in the Atelier may be returned and refunded, or exchanged, whenever the customer expresses their intention within a maximum period of 14 days from receipt, provided that the same items meet the conditions established in point 8.2 of these Terms and Conditions.
If you wish to exchange an item, you must return it to our physical location or via registered shipping and then make a new purchase. The costs associated with the exchange or return will be borne by the customer, unless there was an error on FIOS Jardins Suspensos's part.
Exchanges are not accepted and returns are not accepted for sale or promotional items.
Upon delivery, the customer must check that the order is in good condition and has not been damaged during shipping. In the case of delivery by a carrier, the customer must open the box in the presence of the delivery employee. If there is any anomaly, you must immediately report it to the delivery employee, and also inform us in a single email of all detected anomalies.
If this does not happen, we will not be able to exchange or refund the items.
If the reason for the return is the responsibility of FIOS Jardins Suspensos (e.g., damaged item, incorrect item received), the return shipping costs will be covered by FIOS Jardins Suspensos, and the customer, under these conditions, has a maximum period of 30 days to return the item. If the reason is otherwise (e.g., the item is not to the customer's liking), the return shipping costs will be borne by the customer.
8.4 Refund Method
The refund of the value of the products to be returned will be made through the same payment method as the online order (Bank Transfer, MB Way).
If the payment was made by Multibanco reference, the refund will be made by bank transfer, and the user must indicate their IBAN for this purpose.
The refund will be made within a maximum period of 14 days after the date of receipt of the product at the addresses indicated.
Any questions about this topic should be clarified with FIOS Jardins Suspensos via email green@fiosjardinssuspenos.com
9. Changes
FIOS Jardins Suspensos may, at any time and without prior notice, change these terms and conditions or, if applicable, introduce new terms and conditions by publishing them on the website, so that they are known to the user upon accessing the website and before proceeding to use it. Validation of the order, once any applicable changes have been made, will constitute acceptance by the user of the modified terms and conditions.
10. Exclusion of Warranties and Liability
FIOS Jardins Suspensos warns that, even though the website is updated with extreme care, it is possible that information about products and their prices may contain errors. Therefore, it is not committed to the offer and reserves the right to cancel the user's order, should such an error occur.
FIOS Jardins Suspensos will only be liable for any damages the user may suffer as a result of the online sales service when these are attributable to willful misconduct by the company, and the user acknowledges and accepts that the use of this service is at their sole risk and responsibility. In jurisdictions that do not allow the exclusion and limitation of certain warranties, FIOS Jardins Suspensos' liability will be limited to the extent permitted by law.
11. Processing of Personal Data
The user authorizes the processing of personal data provided by the order
purchase, in particular, through the use of cookies, under the terms set out in our Privacy Policy.
12. Customer Support
For any additional questions, you can contact us via email green@fiosjardinssuspensos.com
13. Intellectual Property
This Store is a registered website and the Service provided by the website itself is the responsibility of FIOS Jardins Suspensos.
The User acknowledges that the Service contains confidential information and is protected by copyright and related rights, industrial property and other applicable legislation.
The User acknowledges that any content contained in the advertising, highlighting, promotion or mention of any sponsor or advertiser is protected by laws relating to copyright and related rights, by laws relating to industrial property and other property protection laws, so that any use of such content may only occur with the express authorization of the respective owners.
The User undertakes to fully respect the rights referred to in the previous paragraph, refraining from carrying out any acts that may violate the law or said rights, such as the reproduction, commercialization, transmission or making available to the public of such content or any other unauthorized acts that have the same content as their object.
14. Applicable Law
Portuguese law applies to this document.