Marketplace Refund Policy

Last updated: 2026-06-11

This policy covers physical goods purchased through the Bonsai Tracker marketplace. Subscription refunds for Bonsai Tracker itself are governed by our subscription refund policy.

When you can request a refund

• Before shipment: full refund if the seller has not yet purchased a shipping label.
• In transit: full refund if the package is lost or materially delayed by the carrier (typically 10+ days past the expected delivery date).
• On delivery: within 3 days of delivery, if the item arrived damaged, dead (for live plants), or materially different from the listing description.

What is not eligible

• Buyer's remorse after delivery.
• Damage caused by buyer after delivery.
• Delays caused by an incorrect address provided by the buyer.
• Live plants that decline after the 3-day post-delivery window, unless the seller misrepresented their condition.

How to request a refund

1. Open the order on your Orders page.
2. Use Request refund (before delivery) or Open dispute (after delivery). Include photos and a short description.
3. We will pause the seller payout and respond within 2 business days. Most disputes resolve within 5 business days.

Outcome

Approved refunds are returned to your original payment method via Stripe. Partial refunds may be issued when only part of the order is affected.

Chargebacks

Please use the in-app dispute flow first. Initiating a payment chargeback without contacting us can delay resolution and, in cases we believe to be abusive, may result in account suspension.

Contact

support@app.bonsaitracker.com