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Refund & Return Policy

At Mori Bonsai, every bonsai is a living and unique plant. Each tree is carefully inspected before collection or delivery to ensure that it leaves us in healthy condition.

Because bonsai are living plants whose condition can change quickly depending on watering, temperature, sunlight, humidity and handling, different return conditions apply to live plants and non-living products.

Live Bonsai Trees

Please inspect your bonsai as soon as you receive it.

If your tree arrives:

  • Damaged

  • In materially different condition from the product description or photographs

  • Incorrectly supplied

  • With a significant health issue that was present at the time of delivery

you must contact Mori Bonsai within 48 hours of receiving the tree.

Please provide:

  • Your order number

  • Clear photographs of the entire tree

  • Close-up photographs of the affected area

  • Photographs of the pot and soil where relevant

  • A brief description of the issue

We may request additional photographs or information before approving a return, replacement or refund.

Change of Mind – Live Trees

Because bonsai trees are living and perishable products, we do not accept change-of-mind returns for live bonsai trees once the tree has been delivered or collected in good condition.

Customers are encouraged to carefully review the product photographs, measurements and description before purchasing.

If you require additional photographs, videos or measurements of a tree before placing your order, please contact us before purchasing.

Tree Health After Delivery

Once a bonsai has been received in healthy condition, the customer becomes responsible for providing suitable care and growing conditions.

Returns, refunds or replacements are not normally available where deterioration occurs after delivery as a result of:

  • Overwatering or underwatering

  • Excessive heat or inappropriate sunlight exposure

  • Unsuitable indoor or outdoor placement

  • Poor ventilation or unsuitable humidity

  • Improper fertiliser, pesticide or chemical application

  • Repotting or root disturbance

  • Root pruning

  • Heavy pruning or structural modification

  • Wiring

  • Damage caused by pets, pests or accidents

  • Failure to follow reasonable care instructions provided by Mori Bonsai

Acclimation and Natural Changes

Bonsai are living plants and may naturally respond to changes in environment.

After being moved to a new location, a tree may temporarily:

  • Drop some leaves

  • Produce larger or smaller leaves

  • Slow its growth

  • Produce new shoots

  • Reduce or stop flowering

  • Change foliage density

  • Display temporary signs of environmental adjustment

These natural biological responses do not automatically mean that the tree is defective or unhealthy.

Natural Variation

Every bonsai sold by Mori Bonsai is unique.

Where an individual tree is listed for sale, the photographs normally represent the actual tree being offered.

Because the tree continues to grow, its appearance may naturally change between the date it was photographed and the date it is delivered.

Changes in foliage, flowers, shoots, leaf colour or growth density are not considered defects where the tree remains healthy.

Bonsai Pots, Tools and Accessories

Unused non-living products may be returned within 7 days of delivery for a change of mind, provided that the product:

  • Has not been used

  • Has not been damaged

  • Is in its original condition

  • Includes its original packaging where applicable

  • Remains suitable for resale

Customers must contact Mori Bonsai before returning any item.

For approved change-of-mind returns, the customer is responsible for the cost of returning the item to Mori Bonsai.

Original delivery charges are not refundable for change-of-mind returns.

Where a non-living product is defective, damaged on arrival or incorrectly supplied, please contact us as soon as possible so that we can arrange an appropriate solution.

How to Request a Return

To request a return or report a problem with your order, please contact Mori Bonsai and provide your:

  • Name

  • Order number

  • Reason for the request

  • Relevant photographs where applicable

Do not return any tree or product before receiving return approval from Mori Bonsai.

Once approved, we will provide instructions for returning or exchanging the item.

Live trees must be returned in substantially the same condition in which they were received.

Trees that have been repotted, root-pruned, heavily pruned, wired or otherwise materially altered after delivery may not be eligible for return unless the modification was specifically requested by Mori Bonsai.

Return Costs

For approved change-of-mind returns of eligible non-living products, return transportation costs are the responsibility of the customer.

Where a return is required because an item was incorrectly supplied, defective or materially damaged before or during delivery arranged by Mori Bonsai, we will determine the appropriate return or replacement arrangement.

Reserved Trees and Deposits

Deposits may be accepted to reserve individual bonsai trees.

Where a tree has been specifically reserved for a customer and removed from sale, the deposit may be non-refundable, provided this condition was communicated before payment.

If Mori Bonsai is unable to supply the reserved tree, any amount paid toward that tree will be refunded.

Special Orders

Trees, pots or other products specifically sourced, ordered or imported at the customer's request cannot normally be cancelled or returned because of a change of mind once Mori Bonsai has committed to the order with the supplier.

This does not affect the customer's rights where an item is defective or materially different from what was agreed.

Refunds

Once an approved returned item has been received and inspected, Mori Bonsai will confirm whether the refund has been approved.

Where appropriate, we may provide:

  • A replacement

  • Store credit

  • A full refund

  • A partial refund where appropriate to the circumstances

Approved monetary refunds will normally be returned to the original payment method used for the purchase.

The time required for the refund to appear in your account may depend on your bank, card issuer or payment provider.

Delivery Damage

If you believe your order was damaged during transportation, please contact us promptly and provide photographs of both the product and its packaging.

Further information about delivery, transportation and order collection can be found in our Shipping Policy.

Consumer Rights

Nothing in this policy is intended to exclude or limit any rights available to consumers under applicable laws and regulations of the United Arab Emirates.

Contact Us

For returns and refund enquiries:

Mori Bonsai Trading
Dubai, United Arab Emirates
mori-bonsai.com

Please include your order number when contacting us regarding an existing purchase.