- Our Industry-Leading Warranty & 30 Day Satisfaction Guarantee
Our Industry-Leading Warranty & 30 Day Satisfaction Guarantee
If you, or the people receiving items from BonsaiOutlet.com, are not completely satisfied, we will ensure your satisfaction.
30-Day Return Policy for All Non-Specimen Bonsai
Not quite the look you were hoping for? Got a little over-zealous with care instructions? It happens. If for any reason, your bonsai tree doesn’t live up to expectations, we will be happy to replace your plant for the same specimen, or one of equal value, free of charge within 30 days of your original purchase.
Our Satisfaction Guarantee includes a worry-free return policy on all Bonsai excluding only NEBG Exclusive Bonsai and Pre-Bonsai. Simply contact our customer service experts and we’ll instruct you on the procedure to obtain a replacement tree.
Refunds, Credits, & Exclusions
Our 30-day return policy guarantees replacement of select trees. Refunds are only applied if substitutions are unavailable for shipment.
All trees include basic care instructions to get you started. Should you have any questions, or notice your bonsai isn’t thriving in those first 4 weeks, just give us a call.
Our Bonsai care professionals can diagnose issues and provide tips for improvement. With our guidance, you should be able to turn things around quickly. However, if your plant is not responding to treatment efforts, or you simply prefer to return it for a new tree, we’ll be happy to accommodate your request.
Craftsmanship Guarantee (Excludes Bonsai Trees)
Bonsai Outlet and its affiliates are direct importers and resellers of quality Japanese manufactured tools. Each tool is designed and manufactured to meet or exceed the highest standards in the industry.
Because each tool is carefully inspected prior to leaving our warehouse, we can confidently stand behind our products and offer you a one-full-year, no-questions-asked warranty (from the date of purchase) against defects in materials and workmanship. During this period, Bonsai Outlet will repair or replace the defective tool.
This warranty does not apply to improperly handled, abused, or damaged tools. This warranty applies only to tools sold by Bonsai Outlet and or purchased from its authorized dealers.
If, for any reason you are not 100 percent satisfied, simply return your purchase within 30 days for an immediate refund or replacement. Please include a short note outlining the reason for the return so we may better serve you in the future.
Healthy Bonsai Tree Guarantee
We take great pride in packing your plants and supplies. We spend a lot of time packing your bonsai because our goal is your satisfaction (and not just selling more plants). We take every care possible to see that your bonsai and supplies arrive safely.
Prior to shipping your Bonsai Tree:
- Water: Your bonsai are thoroughly watered and moistened to ensure they have enough moisture while in transit.
- Protection: The pot is wrapped and secured with tape. This helps to protect the pot, but also helps to hold in moisture for the tree.
- Wrapping: The tree is then placed in a large corrugated box with space on each side of your bonsai.
- Security: Peanuts are (sometimes) added to secure the bonsai in place and protect it during shipping. The peanuts also add extra insulation from heat or cold.
If you receive a damaged bonsai tree from Bonsai Outlet, please call us immediately. We will either send a replacement tree (at no additional cost to you), a replacement pot (if the pot was damaged), soil, or other options. Simply put: we'll do whatever it takes to ensure that your bonsai tree arrives safely and that you're more than satisfied with your purchase.
Important: We guarantee our stock to be well established, healthy, true to name, and properly packed for shipping. However, bonsai trees are living plants. If the tree dies in your care, we are not able offer refunds or replacements. Please call us, and we will do what we can to ensure your satisfaction.
Returning a Defective Product
In order to obtain warranty, any alleged defective bonsai tool must be returned prepaid, along with a copy of the original invoice as proof of purchase. Unfortunately, we are unable to warranty products that have been misused, abused, and/or subjected to normal wear and tear.
Bonsai Outlet will, at its option, repair or replace any tool or part thereof that fails to give satisfactory service due to defective workmanship or materials.
Please ship the item, by a method that is insured and traceable, to the following address.
The Bonsai Outlet
914 South Main Street
Bellingham, MA 02019
In order to obtain service, return your tool to the address shown above. Remember, please make sure your product is insured. We cannot be responsible for items that do not reach us.
Feel free to contact us at any time. Our website is designed to be enjoyable, easy to use, and informative. If you have any questions or would like to make a comment, don't hesitate to contact us. We read every comment and respond to every question. After all, we couldn't exist without you!