Delivery & Returns
At Way of Life Bonsai, we take great care to ensure every bonsai tree and product reaches you safely and in the best possible condition.
Bonsai Tree Delivery
Every bonsai tree is unique, and as a living product we believe the method of delivery should be appropriate for the individual tree.
For smaller bonsai trees, we will select an appropriate delivery method and, where necessary, contact you to discuss the safest and most suitable way for your tree to reach you.
Larger, more valuable or particularly delicate specimen trees may require personal delivery or collection rather than standard courier delivery. Where this applies, we will contact you to agree suitable arrangements.
Delivery times and methods can therefore vary depending on the size, value and nature of the tree purchased.
We ask customers to ensure that they are available to receive living trees where an agreed delivery date has been arranged.
Soil, Tools, Gifts & Accessories
Smaller non-living products, including bonsai soil, growing media, tools, accessories and gifts, will normally be dispatched using a Royal Mail tracked service or another suitable tracked delivery provider.
We aim to dispatch these products within the timeframe shown on the relevant product page.
Receiving Your Bonsai Tree
Bonsai trees are living products and require appropriate care from the moment they are received.
We take great care of our trees before dispatch and package or personally transport them appropriately. We recommend inspecting your tree as soon as it arrives.
If you believe your tree has been damaged during delivery or has arrived in an unacceptable condition, please contact us as soon as reasonably possible after delivery, preferably with clear photographs of the tree, packaging and any damage. This allows us to investigate the issue promptly.
Caring for Your Tree After Delivery
Once received, responsibility for the ongoing care of the tree passes to the customer.
Bonsai trees require regular attention, including appropriate watering, positioning, light, temperature and seasonal care. Requirements vary significantly between species.
Way of Life Bonsai cannot accept responsibility for deterioration, damage or loss of a tree resulting from incorrect watering, unsuitable positioning, neglect, inappropriate pruning or repotting, extreme temperatures, frost, excessive heat, incorrect use of fertilisers or chemicals, or other unsuitable care after delivery.
If you are unsure how to care for a tree purchased from us, please contact us. We are always happy to provide guidance.
Returns & Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
For eligible non-living goods purchased online, customers will generally have the statutory right to cancel their order within 14 days of receiving the goods, followed by a further 14 days to return them, subject to the applicable exemptions and requirements under UK consumer law.
Goods should be returned in an appropriate condition and securely packaged.
Living Bonsai Trees
Different rules can apply to goods which are liable to deteriorate rapidly. As bonsai trees are living plants, the circumstances surrounding cancellation and returns can therefore differ from ordinary non-living products.
This does not affect your rights where a tree is faulty, damaged, not as described or otherwise fails to meet the standards required by UK consumer law.
If there is a problem with a bonsai tree when you receive it, please contact us promptly so that we can assess the issue and work with you towards an appropriate resolution.
Damaged or Incorrect Orders
If you receive an incorrect item, or an item arrives damaged, please contact Way of Life Bonsai as soon as possible with:
- Your name and order number
- Details of the problem
- Photographs showing any damage
- Photographs of the packaging where relevant
We will review the issue and arrange the appropriate replacement, refund or other remedy where applicable.
Contact Us
If you have any questions regarding delivery, collection, returns or the care of your bonsai tree, please contact Way of Life Bonsai before returning an item.
We would always prefer to discuss any concerns with you first, particularly where a living bonsai tree is involved, so that we can determine the best course of action.