Returns and refunds – 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 and need to return an item, 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 all items (including any accessories or pots) 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.
- Our generic range bonsai are potted in “standard range” pots. These are a budget friendly pot, allowing us to keep the prices low and offer you lovely bonsai at an affordable cost. Each pot is handmade and hand glazed. Therefore at times they do contain small blemishes or slightly wobble. We check all of our pots on dispatch to ensure they are not integrally damaged. However, we regret that we cannot replace any pots with small imperfections.
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.
Returns and refunds
We strongly suggest using DPD or Royal Mail for your returns – please do not use Evri.
Shipping charges incurred in connection with the return of a product are non-refundable.
Digital gift cards are non-refundable.
You are responsible for paying the costs of shipping and for the risk of loss from returns to Bonsai Direct. If any items returned to us are damaged during transit, the value of the damage will be deducted from your refund amount.
If you have repotted, pruned, or structurally altered the bonsai, we cannot refund, replace or exchange it.
Unfortunately, damages happen occasionally during transit. If you have a damaged accessory or pot, this must be reported prior to use. Pots, trays and other accessories are non-refundable once used.
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.
PLEASE NOTE: We regret that after 7 days of delivery, we are no longer able to refund, replace or accept a return of a bonsai. However, we are always happy to help with any questions or concerns you may have.
