Refund policy
1|Return & Refund Policy – Bonsai Nest
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3|Last updated: July 2026
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5|At Bonsai Nest, we sell living trees and quality bonsai accessories. Our return and refund policy reflects the different nature of these products while fully respecting your rights under Danish and EU consumer law.
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7|1. 30-Day Bonsai Nest Guarantee
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9|We want you to be confident when buying a living tree online. That's why every bonsai tree from Bonsai Nest comes with our 30-day guarantee:
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11|• If your tree arrives damaged or dead — replacement or full refund
12|• If your tree fails to thrive within 30 days of delivery — replacement or full refund
13|• Simply email info@bonsainest.dk with photos of the tree
14|• We handle it — no hassle, no fine print
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16|This guarantee is our promise to you and goes beyond your statutory rights.
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18|2. Your Right of Withdrawal (Fortrydelsesret)
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20|Under the Danish Consumer Contracts Act (Forbrugeraftaleloven), you also have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.
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22|How to withdraw:
23|• Notify us in writing within 14 days of delivery
24|• Email: info@bonsainest.dk with your order number
25|• You may use the Model Withdrawal Form at the bottom of this page — but you are not required
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27|Once you notify us:
28|• You have 14 days to return the goods
29|• We will refund the full purchase price, including standard delivery costs, within 14 days of receiving the returned goods or proof of return
30|• Refunds are issued to your original payment method
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32|3. Exceptions — Bonsai Trees and Living Plants
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34|Bonsai trees are living organisms that require proper care to survive. Under Article 16(e) of the EU Consumer Rights Directive (2011/83/EU), goods that are "liable to deteriorate or expire rapidly" may be excluded from the right of withdrawal. Because a bonsai tree's health depends on immediate and proper care after delivery, we inform you before purchase that:
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36|• The 14-day withdrawal right may not apply to bonsai trees if returning them would compromise the tree's health
37|• This does NOT affect your rights under our 30-day guarantee (Section 1) or your legal guarantee (Section 5)
38|• Our 30-day guarantee ensures you are protected regardless
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40|Important: All non-living products — bonsai tools, pots, accessories, starter kits, and other goods — are covered by the full 14-day withdrawal right.
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42|4. Return Conditions
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44|For eligible returns (non-living products):
45|• Items must be unused and in original packaging
46|• Return shipping costs are your responsibility unless the item is faulty
47|• We recommend using a tracked shipping service
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49|5. Legal Guarantee (Reklamationsret)
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51|All products sold by Bonsai Nest are covered by the 2-year legal guarantee under the Danish Sale of Goods Act (Købeloven § 83). This guarantee covers defects that existed at the time of delivery — for example, a tree that was already diseased, pest-infested, or misidentified when shipped. It does not cover damage or death caused by improper care after delivery.
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53|• For defects discovered within the first 12 months after delivery, the defect is presumed to have existed at delivery unless we can prove otherwise
54|• For defects discovered between 12 and 24 months, you must show that the defect existed at delivery
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56|This guarantee applies regardless of our 30-day commercial guarantee and is your statutory right under Danish law.
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58|6. Responsibility During Transit
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60|Under EU law, Bonsai Nest bears the risk of loss or damage to your order during shipping until you (or someone you designate who is not the carrier) take physical possession of the goods. You are not responsible for damage that occurs in transit.
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62|7. Contact
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64|Email: info@bonsainest.dk
65|Phone: +45 91 44 24 42
66|Address: Frederikssundsvej 60D, 1, 2400 København NV, Denmark
67|CVR: 45242552
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71|Model Withdrawal Form
72|(Complete and return this form only if you wish to withdraw from the contract)
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74|To: Bonsai Nest, Frederikssundsvej 60D, 1, 2400 København NV, Denmark
75|Email: info@bonsainest.dk
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77|I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
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79|Order number: _________________________________
80|Ordered on (date): _____________________________
81|Received on (date): _____________________________
82|Consumer name: _________________________________
83|Consumer address: _______________________________
84|Consumer signature (only if this form is submitted on paper): ___________________
85|Date: _________________________________________
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