Informativa sui rimborsi

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shohin.bonsai.com@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shohin.bonsai.com@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shohin.bonsai.com@gmail.com.

🇮🇹 Politica di Reso e Rimborso (Refund & Return Policy)

Diritto di recesso (consumatori UE)
Hai il diritto di recedere dal contratto entro 14 giorni dal ricevimento del bene, senza dover fornire alcuna motivazione.

Per esercitare il diritto di recesso, devi inviarci una comunicazione chiara (ad esempio tramite e-mail) entro 14 giorni dalla consegna.

Effetti del recesso

  • Ti rimborseremo tutti i pagamenti ricevuti, inclusi i costi di spedizione standard (se applicabili), entro 14 giorni dalla comunicazione del recesso.

  • Il rimborso verrà effettuato utilizzando lo stesso metodo di pagamento usato per l’ordine, salvo diverso accordo.

  • I costi diretti della restituzione dei beni sono a tuo carico.

Eccezioni al diritto di recesso
Il diritto di recesso non si applica a:

  • Beni che rischiano di deteriorarsi o scadere rapidamente (inclusi bonsai e piante vive, se già spedite in buone condizioni).

  • Prodotti personalizzati o confezionati su misura.

  • Contenuti digitali forniti tramite download immediato.

Per i bonsai e le piante vive, Bonsai Kai offre comunque una garanzia “arrivo in salute”: se il prodotto dovesse arrivare danneggiato o non conforme, ti invitiamo a contattarci con foto entro 24 ore dalla consegna.

Resi
Per completare un reso, il prodotto deve essere rispedito al seguente indirizzo:

Seoserplist di A. Melloni
Isola Giudecca 681/a
30133 Venezia (Italia)

Prima di procedere alla spedizione del reso, ti invitiamo a contattarci a:
📧 info@bonsai-kai.com

Risoluzione delle controversie
Se desideri avviare una procedura di risoluzione alternativa delle controversie (ADR), puoi consultare il portale ufficiale della Commissione Europea dedicato ai consumatori:

👉 https://commission.europa.eu/consumers/dispute-resolution-consumers_en

🇬🇧 Refund & Return Policy

Right of withdrawal (EU consumers)
You have the right to withdraw from this contract within 14 days from the day of delivery, without giving any reason.

To exercise your right of withdrawal, you must send us a clear statement (for example by e-mail) within 14 days of receiving the goods.

Effects of withdrawal

  • We will reimburse all payments received, including standard delivery costs (if applicable), within 14 days of receiving your withdrawal notice.

  • The refund will be made using the same payment method used for the original order, unless otherwise agreed.

  • The direct cost of returning the goods will be borne by you.

Exceptions to the right of withdrawal
The right of withdrawal does not apply to:

  • Goods which are liable to deteriorate or expire rapidly (including bonsai and live plants, if shipped in good condition).

  • Custom-made or clearly personalized products.

  • Digital content supplied via immediate download.

For bonsai and live plants, Bonsai Kai nevertheless offers a “healthy arrival guarantee”: if the product arrives damaged or not as described, please contact us with photos within 24 hours of delivery.

Returns
To complete a return, the goods must be sent back to:

Seoserplist di A. Melloni
Isola Giudecca 681/a
30133 Venezia (Italy)

Before shipping back your return, please contact us at:
📧 info@bonsai-kai.com

Dispute resolution
If you wish to initiate an Alternative Dispute Resolution (ADR) procedure, you may consult the official European Commission portal for consumers:

👉 https://commission.europa.eu/consumers/dispute-resolution-consumers_en