Return & Refund Policy

Last Updated: September 23, 2026

At Peony Chinese Bonzai, your satisfaction is our top priority. We believe in a fair, straightforward, and transparent return process, and we stand behind every product we sell. If for any reason you are not completely satisfied with your purchase, we are here to help.

1. Return Window & Eligibility

You have 30 days from the date of delivery to request a return.

To qualify, your item must meet all of the following conditions:

• Condition: The item must be unused, undamaged, and in the same condition as when you received it. All plants must be inspected upon arrival, and any issues must be reported within the timeframes outlined below.
• Packaging: The item must be returned in its original packaging with all tags and labels intact. For live plants, the plant must be returned in a stable and protected condition. Plants must not have been repotted, planted in the ground, or removed from their original container.
• DOA or damaged-on-arrival claims: These claims are exempt from the original packaging requirement. Please see Section 4 for live plant claim procedures.
• Proof of purchase: A valid order number or digital receipt must be provided when submitting the return request.

2. Non-Returnable Items

The following items are not eligible for return:

• Live plants that have been repotted, planted in the ground, or removed from their original container
• Items that have been used, altered, or personalized
• Items returned without their original packaging, tags, or labels
• Items showing physical damage caused after delivery, including freeze damage, sunburn, or lack of watering
• Live plants that perished because the package was not retrieved promptly after delivery notification
• Gift cards

3. How to Start a Return

To ensure your return is handled promptly and efficiently, please follow these steps:

1. Contact us: Email info@peonychinesebonzai.com with your order number and the reason for your return.
2. Provide documentation: If your item arrived damaged, injured, or incorrect, attach clear photos of both the product and the outer shipping packaging. For live plant claims, include close-up photos showing the condition of the plant upon arrival.
3. Receive authorization: After reviewing your request, we will provide return authorization and detailed instructions. Returns sent without prior authorization may not be accepted.
4. Mail-in returns only: We currently support mail-in returns only. We do not offer in-person returns or drop-offs. Once your return is authorized, we will provide instructions and a prepaid return shipping label at no cost to you.
5. Response time: We aim to respond to return requests within 24 hours.

4. Live Plant Claims

Because live plants can experience stress during shipping, please follow the requirements below:

• Reporting window: Claims for damaged, dead, or incorrect plants must be reported within 7 days of delivery. Claims submitted after this period may not qualify for a replacement or refund.
• Photo evidence: Clear photos of the plant, root system, and packaging are required to process any live plant claim.
• Improper care: We are not responsible for plants that perish because of improper care, extreme weather exposure after delivery, or failure to follow the care instructions provided.

5. Shipping Costs & Fees

• Outbound shipping: We offer free shipping on all orders within our service area, which includes the contiguous United States. No shipping or handling charges are added to your purchase.
• Return shipping costs: We cover all return shipping costs, regardless of the reason for your return. A prepaid return shipping label will be provided at no charge once your return is authorized.
• No restocking fees: We do not charge restocking or administrative fees for returns.
• Refund processing time: Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 10 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear in your account.

6. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery.

We will prioritize your case and offer either:

• A replacement, or
• A full refund at no additional cost to you

If a return is required, we will also provide free return shipping. Clear photos of the product and packaging are required to process your request.

7. Order Cancellations

If you wish to cancel an order, please contact us within 24 hours of placing the order, provided that it has not yet shipped.

Orders that have already shipped cannot be canceled and must follow the standard return process. Free return shipping applies to canceled-order returns as well.

8. Dead on Arrival (DOA) Policy

We take great care when packaging and shipping live plants to help ensure they arrive healthy. However, plants may occasionally be damaged or arrive in poor condition due to transit stress, temperature extremes, or carrier handling.

What Qualifies as DOA

A plant may qualify as dead on arrival if:

• It arrives visibly dead
• It is severely wilted beyond recovery
• It has major physical damage caused during shipping
• Rot or disease is present upon arrival and was not caused by post-delivery care

What Does Not Qualify as DOA

The following conditions do not qualify as DOA:

• Minor leaf drop, slight wilting, or cosmetic damage that is normal during transit
• Plant decline caused by improper care, incorrect watering, or an unsuitable environment after delivery
• Plants that were healthy upon delivery but declined afterward

How to File a DOA Claim

To file a DOA claim:

1. Contact us at info@peonychinesebonzai.com within 7 days of delivery.
2. Include your order number.
3. Include clear photos of the affected plant or plants and the original packaging.
4. We will review your claim and offer a replacement or full refund at no cost to you.

If a return is required, we will provide free return shipping.

Important: Claims submitted more than 7 days after delivery are not eligible for DOA consideration. If you experience an issue outside this timeframe, please contact us at info@peonychinesebonzai.com. We will review each case individually.

9. Contact Information

If you have questions about our return policy or need assistance with a return, please contact us:

Store Name: Peony Chinese Bonzai
Email: info@peonychinesebonzai.com
Phone: +1 212 334 1807
Address: 106 Walker St #1, New York, NY 10013
Business Hours: Monday–Sunday, 9:00 AM–5:00 PM