Customer service
Monday to Friday 8am to 5pm the quickest way to contact us is via the telephone on 00351 966 983 779 or 00351 282 570 240. You will often be able to contact us outside normal working hours and you can always leave a message on our answerphone if you can't get through for any reason. You can also email us via the 'contact' page or if you prefer to write, our postal address is also listed on the "Contact" page.
Prices
The price you will pay is the advertised price at time of order on page “shop”. All prices include VAT. Prices on the “shop” page exclude delivery. Delivery charges vary according to your country, but are clearly stated on the Order Form after the selection of delivery destination. The total price shown on the right hand side of the order form is the price that you will pay when your credit card is authorized. The price breakdown is shown on the email order confirmation which will be sent when the payment has been taken.
If you live outside EU, the customs services of your country could charge additional customs fees. These charges are not responsibility of Citrina and vary according your country.
We suggest you to inquire with the customs services of your country before finalize the order.
Order confirmation
An email order confirmation is generated automatically when your order is placed - which is why we ask you for your email address on the order form. This is a very important document as it contains all the details of your order, including terms and conditions. It is the only written copy of your order. Please check always SPAM box if you do not receive at your inbox.
Please check the order confirmation carefully, particularly the address, the contact and the payment taken. If you need any corrections or additions we are happy to make these for you as long as your email or telephone call reaches us in time.
Substitution
When we come to select your plant on despatch day we may find that the plant you have chosen is not in peak condition. This is unlikely, but if it does happen we reserve the right to substitute another plant of equal value that is in better condition. We do this very rarely, and we always attempt to contact you by phone and email to see whether you would rather wait for new plants to come in or if and what you would prefer as a substitute.
If we cannot reach you in time, we will take a decision whether to make a substitution in order to meet your delivery date.
E-vouchers
Through our website, Citrina presents several products and articles - hereinafter referred to as "Online Store" - which it sells directly to its customers. The e-voucher is purely online (not physical) and will only generate an email with an activation code which should be used at the end of the purchase process in the gift-card field. After entering the code in the "gift-card" field, click "Apply" and the final price will be automatically calculated.
The e-vouchers are considered valid after the good payment of the same, proving the payment the respective proof of payment. The buyer must keep proof of payment of the same, whose activation is done. If the Citrina system does not have the registration of this activation, without the corresponding proof of payment Citrina reserves the right not to allow the purchase.
The e-vouchers have a validity of 6 months, valid from the respective date of payment, and therefore the purchase, must occur within the established period, under penalty of irrevocable loss of the rights conferred by it.
Within the respective validity periods mentioned above, e-vouchers serve as a means of payment for all products displayed in the online store. The value of the e-voucher will be discounted in the total value of the purchase (including transport). After the expiration date, the vouchers are immediately and automatically canceled by the system, and can not be revalidated or enjoyed.
No exchanges and / or returns of e-vouchers are made.
The discounts will always be on the total price of the order, and they will not be cumulative with any other offer or promotion in force.
If the total order is less than the e-voucher, Citrina will convert the difference amount into credits for a next purchase automatically.
The credits have the express validity at the time of their issuance.
The e-voucher holders can contact our services - 966 983 779 or shop@citrina-plants.com - to obtain any clarification.
Our guarantee
We check all plants carefully by hand before dispatch and take all complaints extremely seriously. If you are in any way disappointed with the plants received, please send us an email with photos within 3 days of receipt. We will analyze your email internally, if we agree that your plant needs replacement, we will offer to send a replacement free of charge. After 3 days, the replacement will incurr in extra costs if the client wants to proceed.
Between 3 and 15 days, if something went wrong with your plant, send us an email and we will analize your situation. We will replace your Citrina, without any costs for you.
After 15 days, we cannot be responsible for any lost.
Some plants have different time of flowering/fruiting. In doubt please contact our customer care team for advice before placing your order or consult our website on pages “plants”/”shop”. Inside each variety, you will find a map with this information. It is very important that you clarify all your questions before you start your order.
The same warranty terms is apllied for "Acessories"at our online store.
Delivery dates
When you place your order, we will send your plant as soon as we can (between 1-5 working days). For Christmas/Mother's day, the delivery time can be extended to 10 working days.
If you order on Thursday or Friday and the delivery will spend 4/5 days, we always ask you to send the plant on Monday to avoid weekend.
Circumstances outside our control
There are a number of situations where despite our very best efforts, it’s difficult to control:
If the packaging arrive in bad conditions or plant without fruits, we cannot be responsible. In these situations, please send us an email with photos within 3 days of receipt where we can see the state of the plant, so we can contact our transport company and find solutions.
If a delivery is late for reasons outside our control, in these exceptional cases we cannot accept liability, and cannot offer a refund of the delivery charge.
If the address was incorrect (see always your address in the order) or no-one was in, we cannot be responsible.
When there is some calamity outside our control - what used to be called a "Force Majeure". This covers snow, ice, flood, war, terrorism, plane crash, strike, embargo, etc. Be assured that we will still do our very best to deliver on time, even if these exceptional circumstances apply.
Deliveries at work
If the plant is delivered to a work address it is quite usual for someone in reception or in a mailroom to sign for the box. In such cases we cannot be responsible for the transfer of the box from the point of receipt to the addressee - our service is complete when the box is received and signed for.
Unattended deliveries
If no one is at home at the day of delivery, the driver will contact you by phone and schedule for a new delivery.
We are not responsible if nobody is at home after 3 days of trying new deliveries.
If the driver cannot reach you in 3 days, the plants will be sent back and no refund will be placed.
All rights reserved
This website, the Citrina logo, all images, plant descriptions and plant care information published on this website are protected under international copyright law. No part of this website or the information and images published here may be copied, republished or used in any commercial way without our express permission. Images and information may be shared ie. via social media for personal or educational reasons but we reserve the right to remove any posts that we feel are inappropriate or copied out of context.
The Law
Nothing explained above takes away your statutory rights as a consumer.
Dispute Management
In Portugal, in case of litigation, the consumer can appeal to an Entity Litigation Resolution Consumption:
CIMAAL – Centro de Informação, Mediação e Arbitragem de Conflitos de Consumo do Algarve
Edifício Ninho de Empresas – Estrada da Penha
8005-131 Faro
www.consumidoronline.pt
On EU, in case of litigation of online consumption, the consumer can appeal to a litigation resolution system in “line” (RLL), a platform ODR (“online dispute resolution”), with competence to solve litigations related to contractual obligations for online sales or services.
Electronic platform:
(https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage)
