Welcome to Bonsai Direct! Please use the tabs below to find loads of info and answers to any questions or concerns you may have.
If you can’t find the answer to your question, please use the form on the relevant tab to contact us.

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How do I return an item?

At Bonsai Direct we guarantee to only send you first rate bonsai trees. We will inspect everything carefully before it leaves us to make sure it’s in excellent condition. However, if you do have a problem, here’s what to do:

  • Notify us within 3 days of delivery of any items that you need to return. If your request meets all of the conditions in our Returns Policy, we shall then get back to you.
  • Ensure that all bonsai have been cared for in accordance with the care instructions provided, and that items are not used or damaged
  • Return the item to us within 7 days of delivery (it needs to reach us in 7 days).
  • If the item is a bonsai, please ensure that it is well watered before sending.
  • Re-package any items securely in the original packaging.

We regret that if your request for a return does not meet all of the above conditions, we will not be able to accept the return.

Because bonsai are live plants and are perishable if not cared for correctly, they are exempt from the consumer contracts regulations which came into force on the 13th June 2014. We regret that after 7 days of delivery, we are no longer able to refund, replace or accept a return of a bonsai.

Why do we need it back within 7 days?

Bonsai are living plants, and therefore need proper care to ensure that they remain completely healthy. We cannot ensure that a bonsai remains healthy when it has been out of our care for over 7 days. For this reason, we kindly ask you that any bonsai are returned to us within 7 days.

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An eco-friendly bonsai tree from a small, independent UK business who are conscious about their sustainability and are helping to fight the fight for clean air.

If you are unsure about which bonsai tree is best for you, for your gift, or you have any other queries, please contact us and one of our friendly team will get back to you.

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Click or drag files to this area to upload. You can upload up to 4 files.
This helps us resolve your problem more promptly. We also communicate directly with DPD who need us to ensure damages are reported within 24 hours of delivery.
Click or drag files to this area to upload. You can upload up to 3 files.
You may wish to send us a photo of the items that you have received
Click or drag files to this area to upload. You can upload up to 4 files.

Still need more help? If the tabs above don’t answer your question, we are here to help.

We regret that we are unable to refund or exchange any bonsai after 7 days of delivery. This is because they are live plants and we find that after this time they have been out of our care for too long. However, we are always here to help, so contact us and send a photo using the button below. Thank you for your understanding.

Office Hours:
9:00 – 16:00, Mon – Fri

Please Note: We do not work weekends or bank holidays
Phone:
01363 877752 (Sales Only)

We regret we are unable to answer specific bonsai care and health questions over the phone, so kindly email a photo using the button above.
Address:
Bonsai Direct (Office Only)
Upcott Barns,
Morchard Bishop
Devon
EX17 6NG

Please note, if you have requested Monday delivery DPD may try to deliver over the weekend. This is to help prevent them falling behind, you can control this once you have received your 1-hour time slot.