Refund & Returns Policy
At Let’s Do Bonsai Ltd, we take great care when preparing and packing every bonsai tree for delivery.
This policy explains what happens if you change your mind, receive the wrong item, or there is a problem with your order. Nothing in this policy affects your statutory rights.
Bonsai Trees
Bonsai trees are living goods and their condition and appearance can naturally change over time.
The Consumer Contracts Regulations provide an exception to the normal 14-day cancellation right for goods which are liable to deteriorate or expire rapidly.
Where this exception applies to a bonsai tree supplied by us, the normal change-of-mind cancellation right will not apply.
This does not affect your statutory rights if a tree arrives damaged, is faulty, is not as described or otherwise does not conform to the contract.
The Tree You Receive
Every bonsai tree offered for sale on our website is individually photographed.
The photographs on the product page show the actual tree being offered for sale at the time the photographs were taken.
As bonsai trees are living products, their appearance may change naturally between being photographed and being delivered, particularly where a tree has been listed for sale for some time or where seasonal changes have taken place.
Damaged, Faulty or Incorrect Trees
We inspect and carefully package every tree before dispatch.
Please inspect your tree as soon as possible after delivery.
If your tree arrives damaged, in a seriously deteriorated condition, is faulty, or you believe you have received the wrong tree, please contact us as soon as reasonably possible at:
Please provide:
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your name;
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your order number;
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a description of the problem; and
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where possible, clear photographs of the tree and its packaging.
Photographs help us assess what has happened and resolve the issue as quickly as possible.
Depending on the circumstances, an appropriate remedy may include a replacement, partial refund or full refund.
Care After Delivery
Once a tree has been delivered in satisfactory condition, its continued health depends on the care and environment it receives.
We cannot normally accept responsibility for deterioration caused after delivery by inappropriate watering, positioning, temperature, light, pruning, repotting, fertilising or other unsuitable care.
This does not affect your rights where a problem was already present when the tree was supplied.
Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
If we are able to cancel the order before dispatch, we will refund the amount paid.
Non-Perishable Goods
For eligible non-perishable goods, you normally have 14 days from the day you receive the goods to tell us that you wish to cancel your order.
After telling us you wish to cancel, you then have a further 14 days to return the goods.
To cancel, contact us at:
Please include your order number and details of the item you wish to return.
Return Postage
If you return an eligible non-perishable item because you have changed your mind, you are responsible for the cost of returning it unless we agree otherwise.
If goods are faulty, damaged, incorrect or not as described, we will cover reasonable return costs where a return is required.
Please contact us before returning faulty or damaged goods so that we can advise you on the appropriate return arrangements.
Refunds
Where you validly cancel an eligible purchase, we will refund the price paid for the goods.
Where required by law, we will also refund the cost of our least expensive standard delivery option.
If you selected a more expensive delivery service, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
We will make the refund without undue delay and no later than 14 days after:
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we receive the returned goods; or
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you provide evidence that you have returned them,
whichever occurs first.
Condition of Returned Goods
You may inspect non-perishable goods in the same way that you reasonably could in a shop.
You are responsible for any reduction in value caused by handling the goods beyond what is reasonably necessary to establish their nature, characteristics and condition.
Contact Us
If you have any questions about a refund, return or problem with an order, please contact:
Our full contractual terms are set out in our Terms & Conditions.