Return Policy – Sakura Bonsai

Last updated: 12 August 2025

This Policy describes the return conditions and the right of withdrawal for orders placed on sakurabonsai.ro, operated by BOLDSAI GRUP SRL (“Sakura Bonsai”).

1. Who we are and how to contact us

BOLDSAI GRUP SRL
J2024027286007 • VAT ID (CUI) 50632720
Registered office: Bucharest, District 3, Str. Zizin no. 4, 5th floor, apt. 34
E-mail: office@sakurabonsai.ro • Tel.: +40 724 705 742

Return address: it will be decided at the time of processing the return.

2. Scope

This Policy applies to consumers (natural persons). For professional customers (legal entities/sole traders), contractual rules and specific legislation apply.

3. Product categories and return rules

3.1. Live plants and bundled products that include plants (e.g., “bonsai + pot”)

These are goods liable to deteriorate rapidly. For this reason, the 14-day legal right of withdrawal does not apply.
Sakura Bonsai commercial policy (goodwill): we accept notifications and returns within 48 hours from delivery only in case of obvious non-conformity upon receipt (e.g., compromised plant, major defects).
Return approval is based on photo/video evidence and our team’s assessment; we may offer a replacement (if possible) or a refund.

3.2. Pots and accessories sold separately (without a plant)

Benefit from the 14-day legal right of withdrawal.
The product must be returned in the condition in which it was delivered, with all accessories/documents.
If the pot has been used (e.g., filled with soil, signs of planting), we accept the return within 14 days; we may retain a reasonable and justified value reduction, proportional to the wear/cleaning required.

4. Withdrawal/return procedure

Notification:
- For the products in sec. 3.2, send the withdrawal notice within 14 days from delivery.
- For the products in sec. 3.1, report the non-conformity within 48 hours from delivery.
Form: use the standard withdrawal form or e-mail office@sakurabonsai.ro with: order number, product(s), reason (optional), photos (where applicable), preferred option (replacement/refund).
Packaging: pack properly. For plants, ensure protection against shocks/temperature; we recommend using the original packaging.
Shipping: send to the return address indicated by us. The return cost is borne by the customer, except in cases of non-conformity attributable to us.
Proof of shipment: keep the AWB until the return is completed.

Important: Do not send returns with cash on delivery; such parcels may be refused. Do not ship products to any address other than the one confirmed by Sakura Bonsai.

5. Refunds

We refund the value within no more than 14 days from the withdrawal notice; we may delay the refund until receipt of the goods or proof of shipment.
Refund method:
- payments by card (Stripe) → same method;
- cash on delivery/in cash → to a bank account (you provide the IBAN);
- bank transfer → to the same account, unless otherwise agreed.
We also refund the initial standard delivery cost (if the withdrawal concerns the entire order). The return cost remains the customer’s responsibility, except in cases of non-conformity attributable to us.
We may retain a value reduction for items returned worn/incomplete (see sec. 3.2), with justification communicated in writing.

6. Non-conforming products / damaged on delivery (DOA)

If you notice visible damage to the parcel, ask the courier to draw up a report and contact us within 48 hours with photos/videos.
For plants, send images of the packaging, the pot, the affected details, and the AWB. Depending on the case, we offer a replacement, spare parts (where possible), or a refund.

7. Legal warranty – non-perishable products

For pots/accessories, the legal guarantee of conformity applies. Remedy is by bringing into conformity, proportionate price reduction, or termination of the contract, according to the law.

8. Exceptions from return

Cannot be returned:

personalized products made to the customer’s specification;
unsealed products with a hygiene risk (where applicable);
goods that deteriorate rapidly (plants) — except for the 48-hour window for non-conformities in sec. 3.1.

9. Disputes and alternative resolution

In case of disagreements, you can write to office@sakurabonsai.ro. Consumers may use Alternative Dispute Resolution (ADR) through ANPC: https://reclamatiisal.anpc.ro/. Disputes not resolved amicably will be settled by the competent courts of Romania.

10. Updates

We may amend this Policy at any time; the current version applies to orders placed after publication. The date of the last update is indicated at the top of the document.