Return & Refund Policy

Effective Date: July 2026

At BonsaiSei, we are committed to providing premium-quality health and wellness products. Your satisfaction is important to us, and we aim to ensure every order arrives in excellent condition. This Return & Refund Policy explains your rights and our procedures for returns, replacements, and refunds.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Change of Mind

Due to the nature of our products, we are unable to accept returns or provide refunds for change-of-mind purchases. This includes situations where you:

• Ordered the wrong product.
• Changed your mind after placing an order.
• No longer require the product.
• Ordered an incorrect quantity.
• Found the product elsewhere at a different price.

This policy helps us maintain the highest standards of product safety, hygiene, and quality for all customers.

Damaged, Faulty or Incorrect Products

If your order arrives damaged, faulty, expired, or you receive the wrong item, please contact us within 7 days of delivery.

To help us resolve your claim quickly, please provide:

• Your order number.
• A description of the issue.
• Clear photographs of:
  • The product.
  • The product packaging.
  • The shipping packaging and shipping label (if applicable).

Once we have assessed your claim, we will, where appropriate:

• Replace the product.
• Issue a refund to your original payment method.
• Offer another suitable remedy in accordance with the Australian Consumer Law.

Products Not Eligible for Return

For health, hygiene and safety reasons, we cannot accept returns of:

• Opened or used products.
• Products with broken or removed safety seals.
• Products damaged due to misuse, mishandling or improper storage after delivery.
• Products returned without prior approval.
• Products returned outside any agreed return timeframe unless required by the Australian Consumer Law.

Return Process

If your return is approved:

1. Contact our Customer Care team before sending any products back.
2. We will provide you with return instructions and the appropriate return address.
3. Securely package the product to prevent damage during transit.
4. Unless the return is due to our error or a faulty product, customers are responsible for return shipping costs.

Please do not return products without first contacting us, as this may delay the processing of your request.

Refunds

Where a refund is approved, it will be processed using your original payment method.

Please allow:

• 2–5 business days for us to assess your returned product once it has been received.
• Up to 10 business days for your financial institution to process the refund.

Processing times may vary depending on your payment provider.

Shipping Costs

Shipping charges are generally non-refundable unless:

• The product is faulty.
• We supplied an incorrect product.
• The return is required under the Australian Consumer Law.

Order Cancellations

We aim to dispatch orders as quickly as possible.

If you wish to cancel an order, please contact us immediately. While we will do our best to accommodate your request, we cannot guarantee cancellation once an order has entered processing or has been dispatched.

Customer Care

If you have any questions regarding this Return & Refund Policy or wish to request a return, please contact us.

BonsaiSei

Email: hello@bonsaisei.com.au

Website: bonsaisei.com.au

We aim to respond to all customer enquiries within 1–2 business days.