Refund policy

Return & Refund Policy for Live Bonsai and Pre-Bonsai Trees

We take great care in packaging and shipping your bonsai to arrive healthy and intact. Due to the sensitive, living nature of our products, we have a strict policy to protect both your purchase and our nursery.

ALL SALES ARE FINAL

All live bonsai and pre-bonsai tree sales are final and non-refundable. We do not accept returns or exchanges on live plants.

We cannot guarantee the condition of a tree once it leaves our facility. Shipping stress, climate exposure, or improper care may affect plant health. Therefore, we do not accept buyer’s remorse, weather-related concerns, or subjective quality claims as valid reasons for refund or return.

Shipping and Delivery

Orders are shipped with tracking, insurance, and adult signature required.

Customers must be available to sign for the delivery on the first attempt.

We are not responsible for damage caused by missed deliveries, weather exposure, or carrier delays.

Damaged Shipments

If your tree arrives damaged:

1. YOU MUST Notify the delivery driver immediately and ask that the package be marked as “damaged.”

2. Take clear, time-stamped photos of:

·         The exterior of the box

·         The tree itself

·         The packaging materials

·         The shipping label

3. Email us at support@artisansbonsai.com within 24 hours of delivery with your photos and order number.

4. Do not discard the packaging until you hear from us.

We will assess the issue. If a claim is valid, we may offer a replacement or store credit. Refunds are not guaranteed and are issued at our sole discretion.

Authorized Returns

In rare cases where a return is approved:

·         The customer is fully responsible for all return shipping costs.

·         The customer is solely responsible for proper packaging to protect the item in transit

 

Approved returns must be:

·         Well-protected

·         Double-boxed

·         Insulated (if applicable)

·         Shipped with tracking, insurance, and signature confirmation

 

Returned items must arrive in:

·         The condition received

·         If they arrive dead, damaged, or in poor health, no refund or replacement will be issued

We do not reimburse return shipping under any circumstances.

 

Chargebacks and Payment Disputes

By placing an order, you agree to all terms of this policy. If a chargeback is filed without first contacting us or outside the scope of these terms, we will submit full documentation to dispute the claim, including:

·         Order details

·         Signed delivery confirmation

·         Communication records

·         Proof of your agreement to this policy at checkout

Contact Us First

We are committed to resolving any issues professionally. Please contact us at support@artisansbonsai.com within 24 hours of delivery if something is wrong with your order.