Last Updated: 10/08/2023
We do not accept cancellations after your order has been shipped.
If you are not happy with your purchase, we will accept a return of an unused product within 14 days after purchase. Once we receive the returned item, Yugen Bonsai will then give a full refund (excluding shipping as we are unable to refund the initial shipping cost of your order). Buyers are responsible for return postage costs.
Please allow 1-2 weeks for your return to be processed. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.
Discounted items are eligible for return, but will only refunded to the amount paid.
Yugen Bonsai will not issue refunds for products purchased through other entities, such as distributors or retail partners.
Returned items must be delivered to us unused, in original packaging and in the condition they were received or may not be eligible for refund or be subject to a restocking fee. We cannot be held responsible for items damaged or lost in return shipment, therefore we recommend an insured and trackable mail service.
We are unable to issue a refund without actual receipt of the item(s) or proof of received return delivery. We cannot resend any missing orders or process a refund until at least 10 working days after your expected UK delivery date. For international orders, please wait for at least 6 weeks before making a claim due to potential delays from carriers and customs authorities.
Orders that have been returned as “unclaimed” or “duties unpaid” by the local postal service will be refunded minus the original shipping fee. We have chosen to waive the standard restocking fee.
If you provide an incorrect delivery address, we will be unable to reship the order to a new delivery address without payment of a new shipping fee (the same price as the original order, or the standard shipping fee if the original was free). International orders can only be resent once the original items have been received as a return. If you would prefer, we could process a refund minus the original shipping fee if you no longer need the items.
We aim to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods will be inspected on return.
We cannot accept any claims for missing orders after 90 days from the order date.
It is the responsibility of the customer for knowing the current requirements of their country’s agriculture laws. If a certain seed species cannot be shipped to your country – please do not order it. Yugen Bonsai Ltd is not responsible for confiscated items, delayed orders, duties or import taxes. No refunds will be issued for any seeds destroyed by customs.
We will be unable to refund the shipping fee for international orders after a phytosanitary certificate has been applied for, as this is inclusive of the fee paid to APHA to issue the certificate. You will be informed by email when this has been applied for and issued.
To return your order, please follow our refund process:
- A Return Authorization (RA) number must be obtained prior to returning the product;
to request an RA number, please email customerservice@yugenbonsai.com, and provide the
following information:
Name
Address
Phone
Reason for Refund
Date of Purchase
Order Number - You will receive your RA number in a return email which includes our return address. Please mark your package with the RA number on the outside