Shipping policy

The Balcony Garden ("we" and "us") is the operator of (https://thebalconygarden.co) ("Website"). By placing an order through this Website you will be agreeing to the terms below.

These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due To Change Of Mind

The Balcony Garden does not offer returns for change of mind.

3.2 Warranty Returns

The Balcony Garden does not offer an ongoing warranty once the pots (Goods) are installed. This is due to the nature of the pots (Goods) and the exposure to the elements, plants, soil and water.

Should a valid warranty claim be made, The Balcony Garden (Company) is not liable for any costs associated or incurred by the customer as a result of removing & re-installation of faulty pots. An example of this would be the costs incurred by a customer to remove soil, discard of the old pot, re-install new pot, re-install soil & plants.

Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect Slugg to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund in store credit

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days

4.2 Dispatch Time

Orders are usually dispatched within 5 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.3 Change Of Delivery Address

For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.4 P.O. Box Shipping

The Balcony Garden is unable to ship to PO BOXES.

4.5 Military Address Shipping

We are unable to offer this service.

4.6 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.7 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

4.8 Unsuccessful Delivery

Customers are liable for 100% of the return shipping/delivery fees and daily storage fees (at our delivery partner's depot) if we are unable to deliver your order due to circumstances outside of our control, such as:

Our delivery drivers can not contact you via phone or email.
The conditions at your address are unsuitable or unsafe for our delivery drivers.
The customer changes the address once the order has been dispatched from our warehouse.
A third party refuses acceptance of the delivery once it arrives at the customers address.

Please be aware that daily storage fees are outside of our control and range between USD$70/day to USD$250/day per pot.

In the event of an unsuccessful delivery, customers must pay 100% of the return delivery, re-delivery, and storage fees before their order is dispatched again.

Shipping Protection

We offer an optional USD $14.99 Shipping Protection & service for customers who want additional cover and a faster resolution process if delivery issues occur.

This service is designed to minimise delays and inconvenience in the event of loss, damage, or theft after delivery, and allows us to prioritise your case over standard claims.

We will still address delivery issues in line with our obligations under Consumer Law. In most cases, this will involve lodging a claim with the courier and awaiting the outcome before resolving your request.

Shipping Protection – Terms & Conditions:

Optional Add-On: Shipping Protection can be added at checkout for USD$14.99 per order. It is not mandatory.

Additional to Standard Coverage: This service is intended to provide a faster resolution process and extra benefits. Your rights under Consumer Law remain unaffected.

Coverage Includes:

Loss of goods during transit.
Damage during transit.

Exclusions:

Incorrect or incomplete delivery address provided by the customer.
Delivery delays outside our control.
Goods left in unsecured locations at the customer’s request.

Claim Process:

Submit a claim within 24 hours of the delivery date.
Provide any supporting evidence requested (e.g., photos for damage claims).
Claims under Shipping Protection are processed within 2 business days.
Claims without Shipping Protection will follow our standard delivery issue process and may be subject to courier investigation timelines.

Returns:

If a customer does return a product, the customer is responsible for paying the full shipping cost to return the product to our warehouse. This includes 100% of the delivery fee and any packaging material and storage fees during the transportation process.

Resolution:

With Shipping Protection: Immediate replacement or refund, plus store credit where applicable.
Without Shipping Protection: Resolution provided after completion of courier investigation and confirmation of claim.