My order doesn't meet my expectationsUpdated 10 months ago

At The Bonsaist, we strive to provide our customers with the best products and services. Sometimes something does not meet your expectations due to various reasons, such as shipping errors or product damage. In such cases, we would like to find a suitable solution, but it is important that you contact us within 3 days of receiving your order. 

Here is what you can do if your order does not meet your expectations:

1. Check your package on delivery

Upon receipt of your order, we recommend you carefully inspect the package before accepting it from the delivery staff. If you notice any signs of damage or if the package appears to have been mishandled, it is important to address the problem immediately.

2. Contact us within 3 days

If you discover any damage or other problems with your order, please contact us within 3 days of receipt. You can contact our customer service team by sending an email to [email protected]. To speed up the process, please include a clear photo of the problem along with a detailed explanation in your e-mail. 

3. Our commitment to a speedy resolution

Once we receive your email, our customer service team will review your case as soon as possible. We aim to get back to you within two working days, but please note that response times may vary during weekends or public holidays.

4. Working together for a possible solution

We are happy to work together to find a solution that meets your expectations. Although replacing, refunding or repairing the product is not standard, in some cases we can consider a suitable solution. We will assess the situation and provide a suitable solution if possible.