Refund Policy
At BonsaiStore.co, we strive to provide our clients with the highest quality products and excellent customer service. We understand that sometimes returns are necessary, and we are happy to accommodate our customers under certain conditions. Please take a moment to review our refund policy to understand the process for returning products.
1. Returns for Accessories and Live Plants:
Our valued customers can request returns for unopened accessories within 14 days of the original purchase date. However, please note that we do not accept returns for live plants due to potential infestation, contamination, and the need to maintain the health of our plants. For live plant products, we may offer refunds or replacements in the case of any issues.
To make sure you understand the size, age and condition of the Bonsai or Pre-Bonsai you are ordering, please visit the choosing a Bonsai page.
2. Return Label Generation:
For eligible accessory returns, we will create a return label on behalf of the customer and send it via email. Customers are required to print the return label and affix it securely to the package.
3. Return Shipping Costs:
If a customer decides to return an accessory item for reasons other than damage or breakage, they will be responsible for covering the return shipping fee. We will provide an invoice along with the generated return shipping label. However, if the item is received damaged or broken, we will gladly cover the shipping cost for the return or send a replacement.
4. Restocking Fee:
We want our customers to have a hassle-free experience, which is why we do not charge any restocking fees for returned products.
Process for Refunds and Replacements (For Live Plant Products):
In the rare case that a live plant product arrives damaged or with any issues, our customers have the option to either receive a full refund or request a replacement. To initiate this process, customers are required to contact our customer support team at support@bonsaistore.co within 48hrs of the delivery date. Our team will guide them through the necessary steps to ensure a smooth refund or replacement procedure.
Conditions for Eligibility:
To be eligible for a refund or replacement for live plant products, customers must provide clear evidence, such as photographs, demonstrating the damage or issues with the plants. Additionally, customers should follow the care instructions provided with the product, as failure to do so may void the eligibility for a refund or replacement.
Timeframe for Processing Refunds and Replacements:
Once we receive a returned accessory or assess the evidence provided for live plant product issues, we will process the refund or replacement as soon as we possibly can. The refund will be issued using the original payment method or in the form of store credit, based on the situation of the refund.
At BonsaiStore.co, we are committed to ensuring the satisfaction of our customers and addressing any concerns promptly. If you have any questions or need further assistance regarding our refund policy, please don't hesitate to contact our customer support team at support@bonsaistore.co.
