Returns Policy

Standard Delivery Methods

Free UK Delivery over £75.00

For all UK orders over £75.00, they will be shipped free of charge, in accordance with the methods outlined below.

Express Delivery

Express Delivery covers perishable products such as plants and trees. These are shipped via a next day shipment service and the cost is based upon the combined weight of the order.

  • Up to 1Kg: £4.00 via a next day or 24 hour service
  • 1Kg to 2Kg: £6.00 via Royal Mail 1st Class, Next Day
  • 2Kg to 5Kg: £9.80 via Parcel Force 24, Next Day

Economy Delivery

Economy Delivery covers all non-perishable goods such as tools, pots and soils. These are shipped via a  three to five day service  and the cost is based upon the combined weight of the order.

  • Up to 2Kg: £3.50 via Royal Mail 2nd Class, 2 to 5 Days
  • 2Kg to 5Kg: £6.00 via MyHermes, 2 to 5 Days
  • 5Kg to 10Kg: £7.50 via MyHermes, 2 to 5 Days

Delivery Services

The delivery services outlined provides guidance on delivery lead times, however these may take longer subject to demand. For example, the Festive Season is an exceptionally busy period for Royal Mail, and greater demand is expected on their delivery service across the UK and Internationally.

Please note:

  • Items posted using standard Royal Mail packet service cannot be tracked.
  • According to Royal Mail, orders are not deemed to be missing until 15 working days from the date of dispatch, for UK postal addresses; ensuring delays have not occurred in their delivery of your parcel.
  • A working day is deemed Monday to Friday.

Tracking information for courier services will uploaded and available within your account section of the Bonsai Basics website.

Please note:

  • Items sent via Courier may require a signature upon receipt
  • It is at the customer’s discretion to ensure that someone is available to sign for the parcel during office hours, or to provide an alternative delivery address where a signature can be obtained.

Delivery Times

  • Orders placed after 11am or at the weekend/on a Bank Holiday may not be processed until the next working day.
  • Delivery times are not guaranteed and are benchmarks according to the courier and mail suppliers in order for the customer to make a judgement as to which service may be most appropriate to them.
  • Bonsai Basics will not be liable for any loss caused to you due to late or non-delivery.

For details of your local Royal Mail Sorting Office or for more information on Royal Mail services, please visit www.royalmail.com or call them directly on 08457 740 740.

Can I return an item if there’s nothing wrong with it?

The simple and short answer is YES. If you need to return an item, then simply let us know and send it back to us.

By UK law, you have 14 days to notify us from the date of delivery and then 14 days to get the item back to us. We offer a full 30 days to notify us and return the item to us from the date of purchase.

We will issue a refund within 5 days, however it may take 5 – 7 days for your bank to process the money dependent upon the payment method used.

Things to consider

  • The item should be unused, in its original packaging and in a resell-able condition
  • Any free or promotional items that came with your product should be unused and in a resell-able condition
Can I return a faulty or damaged item?

We take every care to ensure that your item(s) are inspected before shipment and packaged well in order to get your order to you in perfect condition. However, we appreciate that our efforts aren’t always enough.

Should your item(s) arrive faulty or damaged, you have 14 days to notify us from the date of delivery and then 14 days to get the item back to us.

When we get the item(s) back we will either:

  • Provide a full refund along with the costs of returning the item within 5 days of receiving the item(s)
  • Ship a replacement item out to you within 2 days of receiving the item(s)
How do I return my item

We aim to make returning an item as simple as possible.

We will be implementing a returns system in the near future but at present we ask you to use our contact us form outlining your returns request along with details of the item and reasoning.

How long will my refund take?

As soon as we receive the item back we will begin the refund process. The item will be checked inline with the reasoning for return and it will either be placed back into stock or classified as faulty.

We will initiate a refund within 5 days but this usually quicker. The time for the funds to be credited will depend upon the original payment method:

  • PayPal payment are usually instant
  • Credit or debit cards can take 5 to 7 days for your bank to process the money back to your account
Do I have to return any free gift vouchers or special offer products?

You will need to send back any freebies, special offer/ discounted products you received along with the original item.

If you have any doubt then do please ask before returning an item.

Will the original delivery charge be refunded?

If the item was the only thing on the order or if you’re returning every item you had delivered, we’ll refund you the item cost and the delivery charge.

As soon as we receive the item(s) back, we’ll start the refund process but it may take 5 -7 days for the money to show back in your account depending on the original payment method.

Still have a question?

Please contact us for more information.

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