We are sorry to hear that. We do our best to provide the best product possible. Of course, your product may not be as you expected.

Every bonsai tree is fragile and the shipping process is not always easy. Most of the time it goes well, but sometimes it doesn't. When that happens, we will come up with a solution - even if it is a damaged Bonsai or pot due to mishandling by the delivery service.

Please check your package upon receipt of delivery. If your order arrives damaged, please send us an email at service@thebonsaist.com (be sure to include a photo with an explanation of the problem) and we will get back to you within two business days. This will ensure that we have what it takes to help you as quickly as possible.

Standard for all products you buy online is a 14-day withdrawal period after receiving the products, within which you can cancel the purchase. This is called the right of withdrawal.

However, there is an exception for highly perishable products, such as Bonsai.

Of course we want to serve the customer as well as possible so we are flexible with this. We will do everything we can to come to an appropriate solution.

If the health of your bonsai is going backwards, it is crucial to act quickly to try and save it. Please contact us as soon as possible to help with the situation. Waiting until the tree has lost all its leaves, or they have become dry and brown, means that it is already too late for us to assist you in reviving it.

Therefore, it is essential to reach out to us promptly so that we can provide you with the necessary guidance and support to save your bonsai tree. Don't hesitate to get in touch with us if you notice any signs of deterioration in your tree's health.