Shipping, Returns & Refund Policy

Last updated: 23 September 2026

1. Shipping

We take great care when preparing and packaging all orders for dispatch. Ceramic products are securely packaged to minimise the risk of damage during transportation.

Bonsai Trees

Bonsai trees are shipped Monday to Wednesday only to reduce the risk of trees being held over weekends by courier companies.

Orders containing bonsai trees placed after Tuesday may be dispatched the following Monday.

We cannot guarantee an exact delivery date, as delivery times are determined by the courier service and may be affected by circumstances outside our control.

Shipping Charges

Shipping charges are calculated according to the destination, weight and dimensions of the order.

For larger orders, shipping costs may reduce substantially based on the total shipment weight. Customers placing larger or wholesale orders are welcome to contact us for a shipping quotation.

2. Damaged Goods During Delivery

Although we take considerable care when packaging our products, ceramic products can occasionally be damaged during transportation.

If your order arrives damaged:

  1. Please photograph the package before opening it, where possible.
  2. Photograph the packaging and the damaged product clearly.
  3. Contact us at info@mooiriverbonsai.co.za as soon as reasonably possible after delivery.
  4. Please retain the original packaging until we have advised you that it is no longer required.
  5. We may request additional photographs or information to assist with assessing the damage and making a claim with the courier.

Where a product is confirmed to have been damaged during delivery, Mooi River Bonsai will work with the customer to provide an appropriate remedy, which may include replacement or refund, subject to the circumstances and applicable law.

We will handle each damage claim on a case-by-case basis.

3. Change of Mind

We understand that circumstances can change. However, change-of-mind returns are not automatically accepted and may be subject to the applicable provisions of South African consumer law.

Products must not be used, damaged or altered where a return is otherwise permitted.

Nothing in this section limits any statutory right that may apply to a particular transaction.

4. Bonsai Trees

Bonsai are living plants and their condition can change naturally during seasonal changes.  Please reach out to us for updated photos on trees listed before purchase.

We take reasonable care to select, prepare and package trees appropriately before dispatch. However, once a living tree has been delivered, its ongoing health is affected by factors including watering, light, temperature, humidity, transport conditions and subsequent care.

We therefore cannot guarantee the long-term health or survival of a tree after delivery where the condition is affected by circumstances outside our control.

If a tree arrives in a condition that appears to indicate damage or a problem occurring during transportation, please contact us promptly and provide photographs so that we can assess the situation.

5. Bonsai Hotel

All Bonsai Hotel bookings are subject to prior inspection and acceptance of the tree or trees.

We reserve the right to decline a booking where a tree is:

  • visibly sick;
  • suffering from a significant pest infestation;
  • in a condition that presents a risk to other trees; or
  • otherwise unsuitable for the Bonsai Hotel service.

Trees accepted into the Bonsai Hotel will be cared for according to their individual requirements and the agreed service.

6. Styling & Maintenance Services

Bonsai styling and maintenance involve working with living plants and natural material.

While reasonable care will always be taken, styling and maintenance can involve inherent risks, including the loss of branches, roots or other plant material, changes in the appearance of the tree, or in some circumstances the decline or death of a tree.

Customers will be informed of material risks where appropriate, and an indemnity or service acknowledgement form may be required before certain services are undertaken.

Nothing in this section excludes or limits any rights or obligations that cannot lawfully be excluded under applicable law.

7. Services and Appointments

Bookings for services are subject to availability and confirmation by Mooi River Bonsai.

Where a customer needs to cancel or reschedule an appointment, reasonable notice should be provided. Any cancellation fees or deposits applicable to a particular service will be communicated to the customer before the booking is confirmed.

8. Limitation of Liability

To the maximum extent permitted by applicable law, Mooi River Bonsai will not be liable for indirect, special, incidental or consequential losses arising from the purchase of products or provision of services.

This limitation does not exclude or restrict any liability, warranty, right or remedy that cannot lawfully be excluded or restricted under South African law.

9. Consumer Rights

Nothing in this Shipping, Returns & Refund Policy is intended to remove, restrict or waive any rights afforded to consumers by the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African legislation.