Effective Date: June 21, 2026
Thank you for shopping at Artistic Bonsai Nursery. All live plants are considered perishable goods. This Refund Policy explicitly outlines the rules for refunds, exchanges, and damage claims for orders within the United States. By submitting your order, you acknowledge that you have read, understood, and agreed to all terms listed herein. Please also review our Shipping Policy and Terms of Service.
🕒 Order Cancellation Prior to Shipment
- Cancellation Window: You may request to cancel your order within 12 hours of payment confirmation. However, cancellations are subject to warehouse processing status, whichever comes first. Once our warehouse team has begun packing your order, it cannot be canceled or modified, even if it is within the 12-hour window.
- Processing Fees: For order cancellations requested by the customer prior to shipment, a non-refundable payment processing fee (approximately 3% – 4% of the total order value, charged by credit card processors/PayPal) will be deducted from your refund.
🌿 Dead on Arrival (DOA) Claims
We guarantee that all plants will arrive in a healthy and live condition.
- 48-Hour Deadline: To qualify for a replacement or refund, you must submit a claim within 48 hours of package delivery (as per carrier tracking).
- Required Documentation: Your claim email must include your order number, delivery timestamp, and clear photos or videos showing the shipping box, the shipping label with the tracking number, and the full condition (overall and close-up) of the damaged plant. Incomplete documentation or claims submitted after 48 hours will not be accepted.
- Resolution Options: For eligible DOA claims, you may choose between a free replacement of the exact same plant (all shipping costs covered by us) OR a refund to your original payment method (merchant-error refunds will be issued in full without deduction of processing fees).
- No Return Needed: You do not need to ship the damaged plant back to us; please dispose of it locally once your claim is approved.
🌱 60-Day Post-Delivery Guarantee
If your plant dies within 60 days of delivery despite following the included care guide, you qualify for a half-off replacement of the same species.
60-Day Window: Submit your claim within 60 days of delivery (as per carrier tracking). Claims submitted after 60 days are not eligible for this guarantee.
Required Documentation: Clear photos showing the plant’s current condition. We use these to verify the cause and improve our care guides.
Resolution: We will issue a 50% discount code for the same species — one replacement per species. Shipping costs for the replacement order are not included. No need to return the dead plant.
Exclusions: This guarantee does not cover damage caused by improper lighting, overwatering, underwatering, temperature extremes, or pest neglect after delivery. Follow the species-specific care guide included with every order for best results.
This 60-day guarantee is separate from our Dead on Arrival policy above. DOA claims (free replacement or full refund) require submission within 48 hours of delivery.
❌ Ineligible Claims & Disclaimers
This refund policy does not cover the following scenarios:
- Customer Errors: Incorrect/incomplete shipping addresses, missed delivery attempts, refused packages, or failure to unbox the plant within 24 hours of delivery, resulting in plant suffocation.
- Improper Post-Delivery Care: Issues arising from improper watering (overwatering/underwatering), insufficient light, extreme temperatures (e.g., leaving the plant outdoors in freezing or scorching weather), or pests/diseases introduced after arrival. (A variety-specific care guide is included with every order for reference).
- Normal Acclimation Stress: Minor yellowing of leaves, slight soil displacement, or seasonal leaf drop occurring within 7 to 14 days post-transit is a natural acclimation response and does not constitute transit damage or a quality defect.
- Minor Cosmetic Blemishes: Slight superficial imperfections, such as minor scratches or cosmetic tears on leaves that do not affect the main trunk or overall health of the plant.
- Final Sale Items: Clearance items and products marked as “Final Sale” are strictly non-refundable and cannot be exchanged.
- Force Majeure Delays: Shipping delays caused by severe weather, holiday carrier backlogs, or carrier-specific disruptions are beyond our control.
📦 Voluntary Returns (Change of Mind)
- Perishable Goods Policy: We do not accept voluntary returns (returns due to a change of mind, size preference, or buyer’s remorse) for successfully delivered live plants.
- Exceptional Approval: In the rare event that a voluntary return is explicitly approved by management, the customer is responsible for all return shipping costs, re-packaging fees, and a 20% restocking fee. Original shipping fees are non-refundable.
🪵 Special Rules for Premium Bonsai
Mature, large-scale bonsai, and premium specimen trees are unique, one-of-a-kind inventory items. Due to their exceptional value, we only accept claims for these items if they are Dead on Arrival (DOA). Returns, refunds, or exchanges based on personal preference after successful delivery will strictly not be accepted.
💰 Refund Processing Timeline
- Once approved, your refund will be submitted to your original method of payment within 3 to 5 business days. Please note that the actual time it takes for funds to appear in your account depends entirely on your bank or payment processor’s billing cycle, which is beyond our direct control.
✉️ How to File a Claim
Please send all refund requests and damage claims to:
- 📥 Email: artisticbonsai.sz@gmail.com
- Requirements: Please include your order number and attach all supporting photos/videos. We respond to all valid claims within 2 business days.