Refund policy

We have a 14-day return policy for eligible items, which means you have 14 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: unused, undamaged, with any tags still attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at admin@yorkshirebonsai.co.uk. Items sent back to us without first requesting a return may not be accepted.

You can always contact us with any return questions at admin@yorkshirebonsai.co.uk.

Return postage costs

If you are returning an item because you have changed your mind, ordered the wrong item, no longer require the item, or made an error when ordering, the cost of returning the item is your responsibility.

If the item is faulty, damaged on arrival, not as described, or we have sent the wrong item, we will provide a return label where appropriate.

Where a return is accepted for a non-faulty item, the item must be returned to us safely and in a resaleable condition before a refund can be processed.

Damages and issues

Please inspect your order as soon as it arrives and contact us immediately if the item is defective, damaged, or if you have received the wrong item, so that we can evaluate the issue and make it right.

We may ask for photographs of the item, packaging, or damage to help us assess the issue and resolve it as quickly as possible.

Exceptions / non-returnable items

Certain types of items cannot be returned, including perishable goods such as live plants, trees, flowers, or food; custom products such as special orders or personalised items.

Unfortunately, we cannot accept returns on sale items, clearance items, or gift cards unless the item is faulty, damaged, or not as described.

Live plants and trees

Live plants and trees are perishable items and are therefore not eligible for return if you have changed your mind or ordered incorrectly.

If your plant or tree arrives damaged, defective, or significantly not as described, please contact us as soon as possible with photographs so that we can assess the issue and help resolve it.

Exchanges

The fastest way to ensure you get the item you want is to return the item you have, if it is eligible for return, and then place a separate order for the new item.

For exchanges due to customer choice or ordering error, return postage is the customer’s responsibility. If an exchange is needed because of an error on our part, or because the item is faulty, damaged, or not as described, we will help arrange this.

Refunds

We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved.

If approved, you’ll be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and show the refund.

Where a full eligible order is cancelled and returned under consumer cancellation rights, we will refund the standard outbound delivery cost where required. Any upgraded or premium delivery service selected by the customer may not be refunded in full.

Refunds may be reduced or even rejected if returned items show signs of use, damage, missing parts, or handling beyond what is necessary to inspect the item.