Terms and conditions
1. Scope and Purpose of the General Terms and Conditions of the Store
These General Terms and Conditions, together with the order form and other elements referred to herein, are intended to regulate the terms and conditions governing the Online Store operated by Fiu's Suspended Gardens unip lda, identified on this website as FIOS Jardins Suspensos, under the corporate tax identification number 516 545 337.
The Service consists of providing access, through the address www.fiosjardinssuspensos.com, to the Online Store which, in addition to providing information regarding a range of products and/or services, allows the User to order the products advertised therein electronically, under the terms and conditions described herein.
2. Product Information and Contents
The product images available on the website are as reliable as possible, aiming to identically reproduce the product as it actually is. Given that some items are 100% natural, such as live plants, and others are handmade, such as kokedamas 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 piece.
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 difficult to control by FIOS Jardins Suspensos, such as human error, seasonal plants or incidents in computer systems, it may not be possible to provide some of the products requested by the User.
If any product is unavailable after you have placed your order, you will be notified by email or phone. At that time, you will be given the option to cancel the order and receive a refund, if you have already made the payment.
All information regarding prices, products, specifications, promotional offers, and services is subject to change at any time by FIOS Jardins Suspensos.
3. Order
3.1 Order Placement
The products listed on the website are available for sale in mainland Portugal and Spain. Islands are excluded.
To place an order on the website, the user only needs an email account and to 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, check the status of orders or returns, and click on "Complete purchase".
Fill in all required fields and select your preferred payment option;
Accept the General Terms and Conditions of Sale and click "Continue".
At the end of the order process, you will see a confirmation screen. You will also receive an automatic email with this information.
By submitting their 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 Order Not Processed
FIOS Jardins Suspensos reserves the right not to process orders without a guarantee of proper payment, or if the orders are incomplete or incorrect, or if the product is no longer available. In these cases, the user will be informed of the cancellation by email, and the amount paid by the user in the meantime will be refunded.
FIOS Jardins Suspensos also reserves the right to cancel any order, even if successfully placed, and is exempt from liability for damages or costs if any of the following situations occur:
- Product unavailable (in this case, the amount paid by the user will be refunded through the same payment method used in the order);
Incorrect billing information;
- Payment for orders not received (up to 8 business days after the order);
- Error in the product price;
- Delivery of the order was unsuccessful at the indicated shipping address.
4. Product Availability
The fulfillment of orders placed on the website is subject to product stock availability.
If a particular product is temporarily out of stock, or if a customer has placed an order for a product that has since gone out of stock, FIOS Jardins Suspensos will inform the user by email or phone and indicate, if possible, the approximate date for restocking the product, leaving it up to the user to decide whether to maintain the order or cancel it.
Whenever possible, FIOS Jardins Suspensos will attempt to deliver all ordered items in a single shipment. However, if some of the ordered items are delayed or temporarily unavailable, the order may be delivered in installments. In this case, the user will be informed by email or telephone.
5. Price
Product prices are as advertised on the website, except in cases of obvious error. The website is updated daily; however, it is possible that the price information for some products may contain errors. Therefore, in the event of such a situation, FIOS Jardins Suspensos will inform the user as quickly as possible, giving the user the option to confirm the order with the correct price or cancel it, with the right to a full refund. If it is not possible to contact the user, FIOS Jardins Suspensos reserves the right to cancel the order and proceed with a full refund.
The prices shown on the website already include the Value Added Tax (ICMS), in accordance with the applicable legislation in the country where the order is placed.
Home delivery incurs an additional cost, which is a delivery fee added to the product price.
The Total Amount Due is the value of your order including VAT and delivery fee.
Product prices are subject to change and updates. FIOS Jardins Suspensos reserves the right to change prices without prior notice. However, the price displayed at the time of purchase is the price actually applied, except in cases of obvious error.
6. Payment Methods
To present the most convenient solutions for the user, the website offers the following payment methods:
- VISA/MASTERCARD Credit Card;
Multibanco Reference
Bank transfer
If you choose to pay by credit card, all payment information is entered directly on a secure page of the electronic payment service provider. FIOS Jardins Suspensos is not responsible for any delays or non-delivery of orders resulting from verifications and authorizations by the issuing entities.
The invoice will be sent to the user via email, in PDF format, at the time of shipment/delivery of the order. By placing their order, the user accepts this condition.
7. Shipping and Delivery
7.1 Shipping
The order shipping process will begin after confirmation of successful payment for the respective order.
7.2 Delivery
For home delivery of orders, the delivery service 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 upon with the customer.
Orders can also be picked up, free of charge, at the FIOS Jardins Suspensos Atelier, by prior appointment, at Rua Cunha Júnior n.º 30 4250-185 Porto, if the user chooses the "Pick up at the 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 fee depends on the weight of the order.
- Pick up at Atelier FIOS Jardins Suspensos = free
The estimated delivery times (except in cases of force majeure) are 5 business days.
Note: Delivery time estimates are valid only after confirmation of successful payment for orders.
The home delivery service by courier does not offer scheduling. The carrier informs the user, via SMS, phone call, or email, of the estimated delivery date, and it is possible to change this date or choose to pick up the order at a nearby collection point. The carrier will deliver the order 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 from that amount the delivery cost multiplied by 2.
8. Cancellations and Refunds
8.1 Order Cancellation
Depending on the order status, the user can cancel it, provided it has not yet been shipped. To find out if it is possible to cancel your order, contact us at green@fiosjardinssuspensos.com or by phone at +351 965 842 657 (cost of a national call).
8.2 Return due to Withdrawal
The user has a 14-day reflection period during which they can return the product if they are not satisfied, provided that:
- The product must not have been used or tampered with;
- The product retains its original characteristics and the packaging is not completely damaged;
- The product must be complete and properly packaged in its 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 live plants/kokedamas, returns are accepted only under the following conditions:
The plant must exhibit the same vibrancy, aesthetic appearance, and phytosanitary conditions as when it was sold.
The plant must be properly packaged in its original packaging, or delivered by hand to the indicated address, in conditions that safeguard its complete integrity.
Returns of live plants are not accepted if, upon return, the following are found to be true:
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 overwatering or over-fertilizing;
Presence of pests or diseases.
To initiate the return process, the user must contact FIOS Jardins Suspensos Customer Service by sending an email to green@fiosjardinssuspensos indicating that they wish to return items from their order. In this email, the user 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 the FIOS Jardins Suspensos Atelier (address: Rua Cunha Júnior nº 30 4250-185 Porto)
Home collection by FIOS Jardins Suspensos (cost €4.00).
The user must also send with their return a copy of the duly completed return form and a copy of their order invoice.
Please note that the return shipping costs are the responsibility of the customer.
After receiving and verifying the products in the order, FIOS Jardins Suspensos will refund the value of the returned items within a maximum of 14 days. This period is valid after the items are received at the indicated addresses.
Please note that shipping costs will only be refunded if there is a manufacturing defect in the returned items.
8.3 Exchange and Return Policy
All products purchased in the online store and at 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 items meet the conditions established in point 8.2 of these Terms and Conditions.
If you wish to exchange an item, you must return the item to our physical location, or via registered mail, and then make a new purchase. The costs associated with the exchange or return will be borne by the customer, unless there has been an error on the part of FIOS Jardins Suspensos.
No exchanges or returns are accepted for items on sale or promotion.
The customer must verify upon delivery that the order is in good condition and has not been damaged during transport. In the case of delivery by courier, the customer must open the box in the presence of the delivery person. If there is any anomaly, you must immediately inform the delivery person and also inform us in a single email of all anomalies detected.
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 will be at their expense, and the customer will have a maximum of 30 days to make the return. If the reason is of another nature (e.g., the item is not to the customer's liking), the return shipping costs will be the customer's responsibility.
8.4 Reimbursement Method
The refund for the returned products will be processed using the same payment method as the online order (Bank Transfer, MB Way).
If the payment was made via Multibanco reference, the refund will be made by bank transfer, and the user must provide their IBAN for this purpose.
The refund will be processed within a maximum of 14 days after the product is received at the addresses provided.
Any questions regarding this topic should be directed to FIOS Jardins Suspensos via email at green@fiosjardinssuspenos.com
9. Changes
FIOS Jardins Suspensos may, at any time and without prior notice, change these conditions or, if applicable, introduce new conditions by publishing them on the website, so that they can be known by the user when accessing it and before proceeding with its use. Validation of the order, once the applicable changes have been made, will signify the user's acceptance of the modified 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 the information about the products and their prices may contain errors. Therefore, it is not bound by 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 damages that the user may suffer as a result of the online sales service when these are attributable to intentional misconduct on its part, with the user acknowledging and accepting that the use of this service is carried out under their full responsibility and risk. In jurisdictions that do not allow the exclusion and limitation of certain warranties, the liability of FIOS Jardins Suspensos will be limited to the extent permitted by law.
11. Processing of Personal Data
The user authorizes the processing of personal data provided through the purchase order, in particular, through the use of cookies, under the terms set out in our Privacy Policy.
12. Customer Support
For any further questions, you can contact us via email at 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 rights, and other applicable laws.
The User acknowledges that any content appearing in advertising, highlights, promotions, or mentions of any sponsor or advertiser is protected by copyright and related rights laws, industrial property laws, 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 agrees to fully respect the rights referred to in the preceding paragraph, refraining from 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 concerning the same content.
14. Applicable Law
Portuguese law applies to this document.