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. This 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.
Delivery & Courier Policy
Delivery Completion & Safe Place Instructions
A delivery is considered complete once the courier marks the parcel as “Delivered” or “Completed”. If you have not received your order, contact us within 3 working days of the delivery. You must also notify us within this timeframe if the courier left the parcel in an unauthorised place. Unfortunately, we cannot investigate, refund, or replace orders reported after this period.
DPD allows customers to set delivery preferences through their account. These may include leaving parcels in a safe place, with a neighbour, or at an alternative location. If you previously authorised these instructions and did not remove them, the courier may automatically follow them for future deliveries.
If the courier delivers your parcel according to these authorised instructions, the delivery is considered complete. In these cases, we cannot offer a refund or replacement if the parcel is later reported missing.
You are responsible for reviewing and managing your courier delivery preferences. If you do not want parcels left unattended, disable any safe place, neighbour, or alternative delivery instructions before placing your order.
Courier Investigations
Contact us if you believe the courier delivered your parcel incorrectly. We can raise an investigation with the courier on your behalf.
Courier investigations usually take up to 6 working days. In some cases, further investigation may be required. This can extend the process by up to an additional 21 days.
We cannot issue refunds or replacements while a courier investigation remains active. We must wait for the courier to complete the investigation and provide a final outcome.
Live Plant Deliveries
Bonsai trees and plants are living, perishable (if not cared for correctly) items. They require appropriate care shortly after delivery.
Where possible, ensure someone is available to receive the parcel. If the courier leaves the parcel using authorised safe place or alternative instructions, responsibility transfers once delivery is completed.
Open the parcel promptly after delivery. Remove the bonsai from the box, water it thoroughly, and place it in a suitable position according to the care instructions provided.
Leaving a bonsai boxed for extended periods may cause deterioration. We cannot accept responsibility for plant health issues caused by delayed opening.
Reporting Delivery Issues
Check your order as soon as it arrives. If there is any issue, including damage or incorrect items, report it within 3 days of delivery.
When reporting a problem, provide clear photographs so we can assess the issue quickly. Reports made outside this timeframe may not be eligible for investigation, replacement, or refund. The photos required are:
- Outer packaging (even if it appears undamaged)
- Inner packaging
- The delivery label
- All damaged items (multiple photos if possible)
We cannot move forward until we have all of these photos.
Payment Disputes & Chargebacks
If a delivery issue arises, allow reasonable time for courier investigation procedures before initiating a payment dispute.
If the courier confirms that the parcel was delivered according to the instructions provided, refunds will not be issued. Starting a chargeback while an investigation remains active may delay the resolution process.
Gift Orders & Delayed Opening
Open and inspect all deliveries promptly, even when the order is purchased as a gift.
Bonsai trees require light, airflow, and watering shortly after delivery. Our packaging protects plants during transit but does not support long-term storage.
If a parcel remains unopened for an extended period, plant health may deteriorate. We cannot accept responsibility for damage caused by delayed opening.
