Refund and Return Policy for Fithato Bonsai Shop

Effective Date: December 8, 2024

At Fithato Bonsai Shop, customer satisfaction is our top priority. We understand that occasionally, products may not meet your expectations, or issues may arise. This detailed Refund and Return Policy provides our customers with clear guidelines for returning products and receiving refunds or exchanges. By purchasing from us, you agree to comply with the terms outlined in this policy.

1. Return Eligibility

To ensure that returns are processed smoothly, please read and understand the following eligibility criteria for returns:

  • Timeframe:
    We accept returns within 30 days from the date your order was delivered. After this 30-day period, returns will not be accepted. This allows us to ensure that products are returned in a reasonable time frame and maintain their quality.

  • Condition of the Product:
    To be eligible for a return, the product must be in new, unused, and resalable condition. Plants, bonsai trees, or other horticultural items must be free from damage and in their original form. Any product showing signs of use, wear, or damage caused by improper care or handling may not be eligible for return.

  • Original Packaging:
    All items being returned must be in their original packaging. This includes boxes, instructions, manuals, and any accessories included with the product. Packaging helps us ensure the product is handled carefully and can be restocked or resold. For plants or bonsai trees, we request that they be returned with any accompanying care guides or pots provided.

  • Proof of Purchase:
    You must provide proof of purchase in the form of an order confirmation email, receipt, or order number. This helps us process your return or exchange more efficiently and ensures that we can locate your transaction in our system.

2. Return Process

Returning a product to Fithato Bonsai Shop is easy! Just follow these steps:

  1. Contact Customer Service:
    Reach out to our customer service team by emailing us at info@fithato.com or calling us at (814) 793-3273. In your message, please provide your order number, the item(s) you wish to return, and the reason for your return (e.g., damaged, defective, or incorrect item).

  2. Return Authorization:
    After reviewing your request, we will issue a Return Authorization Number and guide you on the return procedure. Returns without an authorization number may not be processed, so be sure to get the approval before sending any items back.

  3. Prepare Your Return:
    Once you have the return authorization number, carefully pack the items in their original packaging, ensuring that everything is included (including any accessories, manuals, and other parts). Please securely pack the item to prevent damage during return shipping.

  4. Return Shipping:
    Return shipping is the responsibility of the customer unless the return is due to an error on our part, such as receiving a damaged or incorrect item. We recommend using a trackable shipping service and purchasing shipping insurance for higher-value items. Fithato Bonsai Shop is not responsible for items lost or damaged during return shipping.

  5. Processing Your Return:
    Once the returned item is received, we will inspect it to ensure it meets the eligibility criteria. If everything is in order, we will issue a refund or exchange, as per your request.

3. Refund Policy

Refunds for returned items will be processed under the following terms:

  • Refund Method:
    If your return is approved, your refund will be issued to the original payment method used at the time of purchase. Please allow 5-10 business days for the refund to be processed. The refund processing time may vary depending on your bank or payment provider.

  • Restocking Fees:
    In some cases, a restocking fee of up to 20% of the total purchase price may apply. This fee will be deducted from your refund if the return is for reasons other than defective or damaged items, or if the product is returned in a less-than-new condition.

  • Non-Refundable Items:
    There are some items that are non-refundable:

    • Gift cards and promotional discounts that were applied at checkout.
    • Products marked as final sale, clearance, or non-returnable at the time of purchase.
    • Customized or personalized products that have been altered in any way based on customer specifications.

4. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us immediately. We will make every effort to resolve the issue as quickly as possible.

  • Reporting a Damaged or Defective Item:
    To report a damaged or defective item, please contact our customer service team within 5 business days of receiving the item. Include the following information:
    • Order number
    • Photos of the damage or defect
    • A description of the issue
    • The packaging the item arrived in (if applicable)
  • Resolution:
    If your item is damaged or defective, we will offer you a full refund or a replacement. In some cases, we may request that you return the damaged item before issuing a refund or replacement. Return shipping for defective or damaged items is on us, and we will provide a pre-paid shipping label for your convenience.

5. Exchanges

We understand that sometimes you may want to exchange an item for a different size, color, or variety. Here’s how to exchange a product:

  1. Return the Original Item:
    Follow the standard return process outlined above to return the item you wish to exchange.

  2. Place a New Order:
    Once the original item is returned and the refund is processed, you can place a new order for the item you want. You will need to purchase the new item separately, as we do not hold stock for exchanges.

6. Cancellations

If you need to cancel your order, please contact us as soon as possible. If your order has not yet been processed or shipped, we will cancel it and issue a full refund. However, if the order has already been shipped, you will need to follow the return process once the item is delivered.

7. Shipping Fees

Please note that shipping fees for the original order are non-refundable, except in the case of defective or damaged products. For returns not related to defects, the customer is responsible for all return shipping costs. In case of exchanges, the customer is also responsible for the return shipping costs and any additional shipping charges for the new item.

8. International Returns

For international orders, the same return policy applies, but please be aware that customers are responsible for all return shipping costs, as well as import duties, taxes, and customs fees. We recommend checking with your local customs office for further information before returning an item.

9. Contact Us

If you have any questions regarding our Refund and Return Policy or need assistance with returns, exchanges, or cancellations, please do not hesitate to contact us:

Fithato Bonsai Shop
Street: 95 Spring Dr Martinsburg, Pennsylvania
Phone number: (814) 793-3273
Email: info@fithato.com
Website: fithato.com

By purchasing from Fithato Bonsai Shop, you agree to the terms outlined in this Refund and Return Policy. We are committed to ensuring that you are completely satisfied with your purchase, and we will work to resolve any issues as quickly and fairly as possible. Thank you for choosing us for your bonsai needs!