The Bonsai Store - Bonsai trees, bonsai pots and bonsai tools and accessories

Customer Service

Our aim is to provide the best possible service to every one of our customers both future and present. If you have any questions regarding any of our products please feel free contact us and we will answer your query as quickly as possible. If you are looking for something specific and are having trouble finding it then contact us and we will try our best to source it for you.

If you are not satisfied with your purchase then simply notify us for a full refund within 7 days from the day you received your order (Excluding perishable items). If you do choose to return the goods you will be required to pay the return delivery charges, as we will only refund the original payment of the goods and the original delivery charge. Perishable goods, i.e trees, are not included, under the terms of the distance selling act. If the return is due to an error on our part then we will of course refund you all delivery charges.

Despatch

We offer free delivery on all our trees. Delivery charges for tools and sundries vary and are calculated in weight during checkout. We aim to despatch all orders within 48 hours. All trees are despatched Monday to Thursday. Most trees are despatched on an overnight courier service. If you have any special delivery requirements then please feel free to contact us and we will do everything we can to accommodate you.

Tools and sundries are despatched Monday to Friday. We will only despatch our trees within the UK.Goods will be sent to the address given by you in your order and stated in the Order Confirmation, unless you have confirmed in writing, via email, of a different address and we have confirmed this back to you.

Risk of loss and damage of products passes to you on the date when the products are delivered.

Orders for trees includes delivery to mainland UK only. For customers that are not resident to the mainland then please contact us for additional charges. Orders will not be despatched unless you have contacted us first for a quote, agreed this quote and paid in advance for this service.

All of our trees are guaranteed to be healthy at the time of sale. If they weren't we would not sell them. We cannot be held responsible for a trees deterioration if you are not in at the agreed time of delivery and/or cause a delay re-arranging that delivery. Once your address has been carded by the courier it is your responsibility to arrange a speedy and convenient time for the courier to re-deliver your parcel. The courier requires a signature for your parcel. They are also instructed to leave the parcel with a neighbour in the event that no one is home to receive it. Please keep in mind that repeat deliveries may incur additional charges.

We will gladly provide any help at any time but we cannot be held responsible for deterioration or loss of a trees health due to poor aftercare. We reserve the right not to accept your order at our own discretion.

Damages and returns

If, upon receipt, you find that your parcel has been damaged in transit, then you must sign for it as "received damaged".

Should you have, or wish, to return anything bought from us, we will be happy/obliged to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 28 days) and in it's original, undamaged packaging. If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item.

Please contact us immediately if you have received a tree damaged in transit. We may then ask you to send us a photograph so that there is no doubt as to it's condition on arrival with you, as opposed to what it looks like by the time you return it to us. This excludes perishable goods which should be returned as soon as possible, and in a fully resaleable condition.

Where the delivery of an order is refused by the customer, we will deduct from the refund of both the original delivery cost plus the cost of returning the goods to our warehouse.