Refund Policy

Thank you very much for your purchase at BONSAIWONDER. If you are not completely satisfied with your purchase, we are happy to assist you. We offer various guarantees, including:


60-Day Guarantee

We are proud of the exceptional quality of our bonsai. To emphasize our commitment to quality and your satisfaction, we offer a 60-day bonsaiwonder guarantee. We believe that with the right care, anyone can take care of a bonsai. If something does happen to your bonsai, you can claim your guarantee in the following way:

  1. Contact Us:
    Contact us within 14 days of receiving the bonsai. (A bonsai shows problems within 7 days if it was not in good condition during shipping.) If you contact us later, we will do our best to help resolve the bonsai’s issues, but the guarantee will no longer apply. Send us an email at support@bonsaiwonder.com or a message via WhatsApp at +31631075895 to start your guarantee claim.
  2. Assessment by Staff:
    One of our staff members will review your request and determine if your bonsai qualifies for guarantee support.
  3. Care Tips:
    If approved, we will first provide some care tips to try to save your bonsai. These tips are essential to increase the chances of recovery.
  4. Resolution:
    If the bonsai cannot be saved within 60 days despite our tips, we offer the option to send a new bonsai or provide a credit equal to the purchase value on our website.

    Conditions

    To prevent fraud, we have several conditions for our 60-day bonsaiwonder guarantee. The conditions below are not exhaustive, and we may always choose not to grant a guarantee.

    1. You must contact us within 14 days after delivery.
    2. You have not placed an indoor bonsai outside or an outdoor bonsai inside without consulting us.
    3. You were not on vacation during the period the bonsai died without proper care measures. (From June through September, we reserve the right not to grant a guarantee.)
    4. This guarantee does not cover problems caused by accidents, natural disasters, or misuse beyond the described neglect criteria.


Returns/Damage

The statutory cooling-off period is 14 days starting from the day of delivery. Within this period, you can return your order, provided it does not fall under the 'exceptions.' Return costs are the customer's responsibility, but bonsaiwonder may choose to cover these costs. You can request us to create a return label, or you can arrange this yourself. Read the return procedure below:

  1. Contact Us:
    Send an email to support@bonsaiwonder.com or a WhatsApp message to +31631075895 to let us know you want to return a product. Please clearly state your order number and reason for return.
  2. Wait for Instructions:
    A staff member will review your message and contact you with further instructions. Depending on the situation, we may ask for photos of the product to assess its condition. See below 'Exceptions / Non-returnable Items' to see what you can and cannot return.
  3. Return Label and Shipping Instructions:
    If the return is approved, we will provide a return label. (We charge €4.95 for the Netherlands and Belgium. In other EU countries, we charge €9.50). Follow the attached shipping instructions carefully to ensure the product arrives safely and in good condition.
  4. Ship the Product:
    Pack the product securely in the original packaging and attach the return label. Take the package to the designated drop-off point or arrange a pickup, depending on the instructions you received.
  5. Processing and Refund:
    Once the product is received and inspected in good condition, we will initiate the refund. The refund will be processed via the original payment method within 10 business days. If damage to the product is found that was not previously reported, this may affect the refund amount.
  6. Communication:
    We will keep you informed throughout the process. If you have any questions or issues, please do not hesitate to contact us again.

    Exceptions / Non-returnable Items
    Some items cannot be returned, including:
    - Perishable products such as: bonsai, fertilizer, and certain soil types.
    - Customized products (such as: assembled bonsai, or personalized items)
    - Used products (including: worn clothing, used tools, used pots)

    Damage and Issues
    Check your order upon receipt. If the product is defective or damaged, or if you received the wrong item, contact us immediately so we can resolve the issue. You can contact us by email at support@bonsaiwonder.com or send a WhatsApp message to +31631075895. In consultation, we will send you a new product or offer a voucher for our website.

    For questions or more information, contact us at support@bonsaiwonder.com or send us a WhatsApp message at +31631075895