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Refund policy

At Potscape, we strive to provide the highest quality bonsai pots and exceptional customer service. We understand that sometimes issues may arise, and we want to ensure a smooth and fair resolution for our customers. Please review our return and refund policy carefully.

1. Conditions for Returns & Refunds

We accept returns and offer refunds under the following conditions:

  • Damaged or Defective Items: If your item arrives damaged or defective, please contact us at info@mypotscape.com within 10 days of delivery. We will arrange for a replacement or refund upon confirmation.
  • Wrong Product Received: If you receive an incorrect item, please notify us within 10 days of receiving your order. We will cover the return shipping costs and ensure the correct product is sent to you promptly.
  • Lost in Transit: If your order is confirmed as lost in transit, we will issue a full refund or send a replacement.
  • Non-Delivery of Items: According to the tracking information, if you have not received your order within the estimated shipping time (plus an additional 10 days buffer), you are eligible for a full refund.

2. Non-Refundable & Non-Returnable Situations

The following circumstances are not eligible for return or refund:

  • Change of Mind: We do not accept returns or refunds for items due to a change of mind once your order has been processed and shipped.
  • Improper Usage: Damage caused by improper use or care will not be covered.
  • After 30 Days: If more than 10 days have passed since delivery and no issue was reported, we cannot offer a return or refund.

3. Return/Refund Process

To initiate a return/refund, please follow these steps:

  1. Contact our support team at info@mypotscape.com within 10 days of receiving your item.
  2. Provide your order number, clear photos or videos showing the issue, and a detailed description of the problem.
  3. Once approved, we will provide instructions for returning the item, including a return label (if applicable). In case of refunds, a credit will automatically be applied to your original method of payment.

4. Return Shipping Costs

  • For damaged, defective, or incorrect items, we will cover the return shipping cost.
  • For all other returns, customers are responsible for the shipping costs.

5. Contact Us

If you have any questions or concerns about your order or our return and refund policy, please reach out to our customer service team at info@mypotscape.com. We’re here to help!