Refund policy
Returns
We accept return requests within 14 days of the date your item is delivered. To start a return, please contact us by email at hello@japanbonsaipots.com before sending anything back. We will guide you through the next steps once we hear from you.
Return shipping costs are the responsibility of the customer.
Refunds will be issued after we confirm receipt of the returned item.
Damages and issues
All items are shipped fully insured via Japan Post EMS for the full purchase price, so any damage in transit is covered by Japan Post's official indemnity process. If your item arrives broken or damaged, please contact us within 7 days of delivery at hello@japanbonsaipots.com with photos showing the damage, and keep the item and all packaging materials as-is until the claim is resolved. In some cases, Japan Post's investigation process may require you to report the damage to your local delivery office before the claim can be completed, which can affect how quickly your refund is issued. Once the claim is resolved, we will refund the item price and the shipping cost you paid.
Please note that we are unable to refund customs duties, import taxes, or other import fees.
Contact us
If you have any questions about returns, please contact us at hello@japanbonsaipots.com.