Refund & Returns Policy
At Somerset Bonsai Ltd, we want you to be happy with your purchase. We understand that occasionally you may need to return an item, so we aim to make our returns process as straightforward as possible.
If you would like to request a return, please contact us at info@somersetbonsai.com. We will respond as soon as possible with further instructions.
Please check your item(s) carefully upon delivery and contact us as soon as possible if you notice any damage, faults, or other issues.
- Returns must be requested within 14 days of receiving your order. During this time, all bonsai must be properly cared for in accordance with the care instructions provided.
- Items must be returned in their original packaging and packaged securely to help prevent damage during transit.
- Return postage is the customer's responsibility where an eligible return is made due to a change of mind or ordering error. If an item is faulty, damaged on arrival, not as described, or we have sent the wrong item, please contact us so we can arrange an appropriate solution.
- Bonsai are living plants and naturally change over time. Seasonal changes, new growth, leaf loss, pruning and changes in colour or appearance are normal. For this reason, a bonsai may look slightly different from the photographs by the time it is delivered.
If your bonsai arrives damaged, faulty or significantly different from its description, please contact us as soon as possible at info@somersetbonsai.com, including photographs of the bonsai and its packaging so we can assess the issue.
14-Day Returns
For eligible items, you have 14 days from the date you receive your order to request a return.
To qualify for a return, the item must be in the same condition in which it was received. It must be unused, undamaged and returned in its original packaging, with any tags or accessories included. You will also need to provide your receipt or proof of purchase.
Please contact info@somersetbonsai.com before returning an item. Returns sent to us without prior approval may not be accepted.
Return Postage & Delivery Costs
If you are returning an eligible item because you have changed your mind, ordered incorrectly, or no longer require it, you will normally be responsible for the cost of returning the item to us.
If your item arrives damaged, faulty, not as described, or we have sent you the wrong item, we will cover reasonable return postage costs or provide a return label where appropriate.
Please package all returned items carefully and securely. Non-faulty items must be returned to us in a suitable, resaleable condition before a refund can be processed.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as possible after delivery.
If your order arrives damaged, is faulty, is significantly not as described, or you receive the wrong item, please contact us as soon as possible so we can put things right.
We may ask you to provide photographs of the item, packaging and any visible damage. This helps us assess the issue quickly and determine the most appropriate solution.
Individually Photographed Bonsai
Where a bonsai is advertised as individually photographed, the photographs are of the actual tree you are purchasing.
As bonsai are living plants, minor natural changes may occur between the time the photographs are taken and delivery, including new growth, leaf loss, seasonal colour changes or routine pruning.
If the tree you receive is significantly different from its description or arrives damaged, please contact us so we can investigate.
Standard Range Bonsai Pots
Our generic range bonsai are supplied in our Standard Range pots. These are budget-friendly pots that allow us to keep our prices competitive and offer beautiful bonsai at an affordable price.
Each pot is handmade and hand-glazed, which means that slight variations and minor imperfections can naturally occur. These may include small glaze marks, areas of uneven or imperfect glaze, slight variations in colour or finish, or a minor wobble.
Every pot is checked before dispatch to ensure that it is structurally sound and suitable for use. Minor cosmetic imperfections that do not affect the integrity or function of the pot are considered part of the handmade nature of our Standard Range and are not normally considered faults.
For this reason, we are unable to replace pots solely because of minor cosmetic imperfections, such as small areas of missing or uneven glaze.
If your pot arrives cracked, broken or otherwise structurally damaged, please contact us as soon as possible at info@somersetbonsai.com, including photographs of the pot and packaging, so we can assess the issue.
Non-Returnable Items
Gift cards are non-returnable.
These exclusions do not affect your rights where an item is faulty, damaged, not as described or supplied incorrectly.
Exchanges
If you would like a different eligible item, the simplest option is usually to return the original item and place a new order.
Where an exchange is requested because you changed your mind or ordered incorrectly, you will normally be responsible for the return postage.
If an exchange is necessary because we supplied the wrong item, or because an item is faulty, damaged or not as described, info@somersetbonsai.com will help arrange the replacement and return where appropriate.
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.
Refunds
Once we receive your eligible return, we will inspect it and let you know whether your refund has been approved.
Approved refunds will be issued to your original payment method. Your bank or payment provider may take additional time to process the refund and display it in your account.
Where applicable consumer cancellation rights require us to refund the original standard delivery charge, this will also be refunded. If you chose an enhanced, express or premium delivery service, any additional amount above the standard delivery charge may not be refundable.
For eligible non-perishable returns, we may make a deduction from the refund where the value of the item has been reduced by handling beyond what would reasonably be necessary to inspect it.
Contact Us
If you have any questions about a return, refund, damaged delivery or your order, please contact info@somersetbonsai.com before returning anything to us.
We will aim to resolve any problems as quickly and fairly as possible.