Refund and Return Policy of Activehato Bonsai Shop

Effective Date: December 31, 2024

At Activehato Bonsai Shop, our goal is to provide you with high-quality bonsai trees and related products. We want you to be completely satisfied with your purchase, and we are committed to ensuring your shopping experience is as smooth and enjoyable as possible. However, we understand that sometimes you may need to return an item or request a refund. This Refund and Return Policy explains the terms, conditions, and process for returns and refunds.

By purchasing from Activehato Bonsai Shop, you agree to the terms outlined in this policy. Please read it carefully before making a purchase.

1. Returns for Bonsai Trees and Products

We take great care in selecting and packaging each item to ensure it reaches you in excellent condition. However, due to the delicate nature of live plants, we have a clear policy regarding returns and exchanges.

Return Conditions

  • Live Bonsai Trees and Plants: We understand that receiving a live plant is different from purchasing a regular product, as plants are living organisms that require proper care. Therefore, we accept returns on live bonsai trees and plants only if they arrive damaged, unhealthy, or do not match the description in the product listing. If you notice any issues upon delivery, we ask that you notify us immediately within 48 hours of receiving your order.
  • Non-Plant Products: Other products, such as bonsai tools, pots, fertilizers, soil, and accessories, can be returned within 30 days of receipt, provided they are unused, unopened, and still in their original packaging.
  • Item Condition: To be eligible for a return, items must be in new, resalable condition. We cannot accept returns on items that have been used, opened, or altered in any way, except in cases of defective or damaged products.

Return Process

To initiate a return, follow these steps:

  1. Contact Us: Reach out to us at info@activehato.com or call (715) 824-6056 within 48 hours of receiving your order if your item is damaged or defective.
  2. Provide Information: Include your order number, a brief description of the issue, and photographs of the damaged or defective product (if applicable). This will help us assess the situation and expedite the return process.
  3. Return Authorization: Once we’ve reviewed your request and confirmed that a return is warranted, we’ll issue you a Return Authorization Number and provide instructions on how to return the item.
  4. Return the Item: Ship the item back to us within 14 days of receiving the return authorization. You are responsible for the cost of return shipping unless the return is due to a defect or damage caused during shipping. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

Refunds for Returned Items

Once we receive your returned item and inspect it, we will issue a refund to the original method of payment. Please note that it may take 7-10 business days for the refund to be processed and reflected in your account. Refunds are processed only after we receive the item in satisfactory condition.

  • Shipping Costs: Shipping charges are non-refundable unless the return is due to an error on our part or a defective product. If we made a mistake with your order, we will cover the shipping costs for both the return and the replacement item.

2. Cancellations

We understand that you may need to cancel your order after placing it. If you wish to cancel your order, please contact us as soon as possible. We will make every effort to cancel the order before it is shipped. However, once the order has been processed and shipped, cancellations are not possible. If you wish to cancel after shipment, please follow the Return Process outlined above.

3. Damaged or Defective Items

In the unlikely event that your bonsai tree, plant, or any other product arrives damaged or defective, please contact us immediately.

Steps for Reporting a Damaged or Defective Item:

  1. Notify Us Promptly: Notify us within 48 hours of receiving the item. Any claims made after this period may not be accepted.
  2. Provide Evidence: Send us clear photographs of the damaged or defective item and its packaging. This will help us assess the situation quickly and determine how to best resolve it.
  3. Resolution: After reviewing the provided information, we will either send a replacement item or process a full refund, depending on your preference.

In the case of damaged or defective items, Activehato Bonsai Shop will cover the return shipping costs.

4. Items Not Eligible for Return or Refund

The following items are not eligible for return, exchange, or refund:

  • Gift Cards: All sales of gift cards are final, and they are non-refundable.
  • Customized or Personalized Items: Any items that have been custom-made or personalized cannot be returned or refunded.
  • Opened or Used Products: We cannot accept returns for products such as fertilizers, plant foods, and soils that have been opened or used, unless they are defective.
  • Plants Not Kept in Proper Conditions: We cannot accept returns for plants that were not kept in the proper conditions after delivery. For example, bonsai trees left outside in extreme temperatures or not watered as instructed may not be eligible for a return.

5. Exchanges

At Activehato Bonsai Shop, we currently do not offer direct exchanges. If you wish to exchange an item for another, please return the item following the Return Process and request a refund. Once we process the refund, you can place a new order for the desired product.

6. Shipping Costs for Returns

For returns due to buyer’s remorse (i.e., you change your mind or ordered the wrong item), the customer is responsible for all return shipping costs. If the return is due to an error on our part, such as shipping a defective or incorrect item, we will cover the return shipping costs.

Please ensure that you keep the original packaging and shipping materials until the return is approved. In the case of damaged or defective items, keeping the packaging helps us investigate the cause and prevent future issues.

7. Contact Us

If you have any questions regarding our Refund and Return Policy, or if you need assistance with a return or refund, please don’t hesitate to reach out to us. Our customer service team is here to help!

Activehato Bonsai Shop
Street: 3833 Hideaway Ln Amherst Junction, Wisconsin
Phone number: (715) 824-6056
Email: info@activehato.com
Website: activehato.com

Note: This Refund and Return Policy may be updated periodically. Any changes will be posted on this page, and we encourage you to review this policy regularly.

This Refund and Return Policy provides clear and comprehensive guidelines for both customers and the business, ensuring that expectations are set, and processes are transparent. It also addresses different situations, such as damaged or defective items, cancellations, exchanges, and shipping costs, which improves customer trust and satisfaction.