Refund and Return Policy for Naturehato Bonsai Shop

Effective Date: January 3, 2025

At Naturehato Bonsai Shop, we are committed to providing you with high-quality bonsai trees and exceptional customer service. If you are not fully satisfied with your purchase, we want to ensure that the process of returning or exchanging your items is simple and hassle-free. Please read our Refund and Return Policy carefully to understand your rights and how to proceed if you wish to return or exchange an item.

1. Returns and Exchanges

We want you to be completely satisfied with your bonsai purchase. If for any reason you are not happy with your bonsai or other items, you may return them under the following conditions:

  • Time Frame for Returns:
    You have 14 calendar days from the date of receipt to initiate a return or exchange. After this period, we are unable to accept any returns or exchanges.

  • Condition of the Item:
    To be eligible for a return or exchange, the item must be in its original condition, unused, and with all original packaging intact. We ask that you handle the bonsai and any associated products with care and ensure that they are returned in a resaleable state.

  • Non-Returnable Items:
    Some items cannot be returned or exchanged, including:

    • Items marked as final sale or clearance
    • Plants that have been damaged or improperly cared for after delivery
    • Custom or personalized orders

    Please review the product description and condition before placing your order to avoid any issues.

2. Return Process

If you are eligible for a return, please follow these steps:

  • Contact Us:
    To start the return process, please contact our customer service team at info@naturehato.com or call us at (605) 842-1426. Provide your order number, the product you wish to return, and the reason for the return.

  • Return Authorization:
    Our team will guide you through the return process and provide you with a Return Authorization Number and further instructions. Returns cannot be processed without prior authorization.

  • Shipping the Item Back:
    You are responsible for the cost of return shipping, unless the item was damaged during transit or incorrectly shipped. We recommend using a trackable shipping service or purchasing shipping insurance to ensure your returned item reaches us safely. Naturehato Bonsai Shop is not responsible for any lost or damaged returns during shipping.

  • Inspection:
    Once we receive the returned item, our team will inspect it to ensure that it is in original, unused condition. If the item meets our return criteria, we will proceed with your refund or exchange.

3. Refunds

If your return is approved, we will process your refund as follows:

  • Refund Method:
    Refunds will be issued to the original payment method used for the purchase. If you paid by credit card, the refund will appear on your statement within 7-10 business days, depending on your card issuer’s policies.

  • Shipping Costs:
    Shipping costs are non-refundable, except in cases where the item was defective, damaged, or incorrectly shipped. If you received free shipping, the shipping cost will be deducted from your refund.

  • Partial Refunds:
    In cases where an item is returned in less-than-perfect condition, or with parts missing, we reserve the right to issue a partial refund based on the condition of the returned item.

4. Damaged or Defective Items

If your bonsai or any other product is damaged or defective upon arrival, please contact us immediately at info@naturehato.com or call us at (605) 842-1426. We may request photos of the damaged item to assess the issue.

  • Damaged in Transit:
    If your order arrives damaged due to shipping, we will offer you the option of a full refund, replacement, or store credit. We may request that you return the damaged item or provide photos to help us investigate the issue.

  • Defective Products:
    If your bonsai shows signs of disease, poor health, or defects upon arrival, we will provide you with a replacement, refund, or store credit, depending on your preference.

  • Notification Timeline:
    Please notify us of any damaged or defective items within 3 days of receiving your order to ensure a smooth resolution.

5. Cancellations

If you wish to cancel your order, please contact us immediately. We can only cancel orders before they are processed and shipped. Once the order has been shipped, we will not be able to cancel it. In this case, you will need to follow the standard return process.

6. Exchanges

If you would like to exchange your bonsai or another product for a different item, please follow the return process outlined above. Once we receive your return and confirm its condition, we will process the exchange and ship the new item to you. The customer is responsible for any additional shipping costs incurred during the exchange.

7. International Returns

For customers outside the United States, please note that you are responsible for the return shipping fees, customs duties, and taxes incurred during the return process. We recommend using a reliable shipping service to ensure your return is safely delivered to us.

8. Contact Information

If you have any questions or concerns about our Return and Refund Policy, or if you need to initiate a return, please contact us at:

Naturehato Bonsai Shop
Street: 517 Jefferson St Winner, South Dakota
Phone number: (605) 842-1426
Email: info@naturehato.com
Website: naturehato.com

By purchasing from Naturehato Bonsai Shop, you agree to abide by the terms outlined in this Refund and Return Policy. We are committed to ensuring your satisfaction with every purchase, and we are here to assist you every step of the way. Thank you for choosing Naturehato Bonsai Shop!