Return Policy

Overview

At Zelmaronthol, we want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returning products purchased from our website or directly from our studio.

Please read this policy carefully before making a purchase. By placing an order, you agree to these terms. This policy does not limit your statutory rights as a consumer in the United Kingdom under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your Statutory Rights

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose. If goods are faulty, you have the right to reject them within 30 days for a full refund, or to request a repair or replacement. For distance and off-premises sales, the Consumer Contracts Regulations 2013 give you a 14-day right to cancel your order and return most goods without giving a reason (see Return Period below). These rights are in addition to the voluntary returns we offer in this policy.

Return Period

You may return eligible products within 14 days of receiving your order. The return period begins on the day after you receive the item. This reflects your 14-day right to cancel under the Consumer Contracts Regulations 2013 for distance contracts.

To be eligible for a return, items must be:

• Unused and in original condition
• In original packaging with all components
• Accompanied by proof of purchase

Products Eligible for Return

The following products can be returned:

• Unopened bonsai kits with all seals intact
• Ceramic pots and containers (undamaged)
• Care tools and accessories (unused)
• Books and guides (unmarked)

Non-Returnable Items

Due to the nature of living products, the following cannot be returned:

• Live plants and cuttings
• Seeds (opened packets)
• Soil, fertilizer, and organic materials
• Custom or personalised items
• Gift cards

For issues with live plants received in poor condition, please refer to our Plant Guarantee section below.

Plant Guarantee

If live plants included in your order arrive damaged or in poor health:

• Contact us within 48 hours of delivery
• Provide photographs showing the condition
• We will arrange a replacement or refund at our discretion

This guarantee does not cover plants that deteriorate after delivery due to care conditions. Please follow all provided care instructions.

How to Request a Return

To initiate a return:

• Contact us with your order number (e.g. by email using the contact details below)
• Tell us the item you wish to return and, if exercising your 14-day cancellation right, you may use a clear statement such as: "I hereby give notice that I cancel my contract of sale for [item/order number]."
• We will confirm receipt and provide return instructions within 2 working days
• Pack items securely in original packaging if possible
• Send the goods to the address we provide within 14 days of telling us you wish to cancel

Please do not send returns without prior authorisation. If you cancel under the Consumer Contracts Regulations, we will refund you within 14 days of receiving the goods back or proof of return (including standard delivery costs for the original delivery). We may deduct direct costs of return if you chose a premium delivery method.

Return Shipping

Return shipping costs are the responsibility of the customer unless:

• The item is defective or damaged upon arrival
• We sent the wrong item
• The return is due to an error on our part

We recommend using a trackable shipping service to ensure your return reaches us safely.

Refund Process

Once we receive and inspect your return:

• We will email you to confirm receipt
• Inspection takes up to 3 working days
• Approved refunds are processed to your original payment method
• Refunds may take 5-10 working days to appear in your account

Original shipping costs are non-refundable unless the return is due to our error.

Exchanges

If you would like to exchange an item for a different product:

• Process a return following the steps above
• Place a new order for the desired item

This ensures the fastest processing time for your exchange.

Damaged or Defective Items

If you receive damaged or defective products:

• Contact us immediately upon receipt
• Provide photographs of the damage
• Keep the original packaging

We will arrange for replacement or full refund including shipping costs.

Service Cancellations

For interior landscaping services and maintenance plans:

• Consultations can be cancelled up to 24 hours in advance
• Installation deposits are refundable if cancelled before work begins
• Maintenance contracts require 30 days notice for cancellation

Please refer to your service agreement for specific terms.

Contact Us

For questions about returns or to initiate a return request:

Zelmaronthol
259 Munster Rd, London SW6 6BW, United Kingdom
Email: relations@zelmaronthol.world
Phone: +44 20 3982 7261