High Water Bonsai Return Policy
Bonsai are living things, and once a tree leaves our benches, its health depends on the light, water, and care it gets in its new home. We can’t control that part. We can control what leaves the nursery. This policy explains what we stand behind and how to reach us if something goes wrong.
Where We Ship
We ship within the United States only. We can’t accept international orders.
Live Trees: Pre-Bonsai, Nursery Stock, and Developed Bonsai
Every tree we sell is healthy, true to name, and packed carefully when it leaves us. We guarantee it will arrive in that condition.
If a shipped tree arrives damaged, dead, or not what you ordered, email drew@highwaterbonsai.com within 72 hours of delivery. Include clear photos of the tree, the box, the packing materials, and the shipping label. Keep all the packaging until we’ve resolved your claim, because the carrier may ask for it. Once we’ve confirmed the problem, we’ll replace the tree if we have a comparable one. If we don’t, we’ll refund the purchase price. Sometimes we’ll ask you to send the tree back first, and in that case we’ll provide a prepaid label.
Some stress in transit is normal and is not damage. This includes a few dropped leaves or flowers, minor leaf scorch, and soil that has shifted in the pot. Give a new tree a week or two to settle before you judge it. If you’re unsure whether something is a problem, send us a photo. We’re always happy to help.
After 72 hours, the tree is yours to care for. We can’t replace or refund trees that decline later. We also can’t accept returns on any tree that has been repotted, pruned, wired, or altered in any way after delivery.
If you pick up a tree at the nursery, look it over before you leave. Local pickup sales are final once the tree leaves the property.
Specimen and Artist-Level Trees
Trees listed as specimen, one-of-a-kind, or artist-level are sold as described and pictured, and all sales are final. The shipping damage guarantee above still applies. If you have questions about a specific tree before you buy, ask. We’d much rather send extra photos or talk through its history than have you guess.
Bonsai Pots
You can return unused pots in their original condition within 30 days of delivery. Email us first so we can confirm the return and give you instructions.
Handmade and artisan pots vary in glaze, color, and small surface marks from kiln firing. These are part of the character of a handmade pot, not defects. If you received a pot that is cracked, chipped, or broken in shipping, report it within 72 hours of delivery with photos.
Pots that have been planted in are not returnable.
Tools, Wire, and Accessories
You can return unused tools and accessories in their original packaging within 30 days of delivery. We can’t accept returns of wire that has been cut or used, or tools that have been sharpened or used on trees. If a tool arrives defective, contact us, and we’ll make it right.
Soil and Substrate
You can return unopened, factory-sealed bags of soil components within 30 days. Opened bags, custom blends, and bulk soil measured out at the nursery are final sale. Once soil leaves a sealed bag, we can’t guarantee what’s in it, so we can’t resell it.
Fertilizers, Pesticides, and Plant Treatments
Fertilizers, pesticides, fungicides, cut paste, and similar products are final sale. If an item arrives damaged or leaking, contact us within 72 hours with photos, and we’ll replace it.
Workshops and Classes
Workshop fees are non-refundable, because we prepare trees and materials for each seat ahead of time. If you can’t attend, let us know at least 7 days before the workshop. We’ll move you to a future session or issue store credit, and you can also transfer your spot to someone else. If we cancel a workshop, you’ll get a full refund.
Seasonal Shipping
San Antonio summers and northern winters are both hard on trees in transit. During extreme heat or cold, we may hold your order until conditions improve, and we’ll tell you if we do. If you ask us to ship during a weather hold anyway, the tree ships without the arrival guarantee.
How Refunds Work
- Approved refunds go back to your original form of payment within 7 business days of approval. If you’d prefer, we can issue store credit instead.
- Original shipping charges are refunded only if we made a mistake. Otherwise, return shipping is your responsibility unless we’ve sent you a prepaid label.
- Please don’t mail anything back without contacting us first. We can’t process unannounced returns.
- Gift cards are non-refundable.
Our Mistakes
If we send the wrong item, the wrong quantity, or something that doesn’t match its listing, we’ll cover the cost of fixing it. That includes return shipping.
Questions?
Email us at drew@highwaterbonsai.com. We will do our very best to ensure you are thrilled with your High Water Bonsai experience.