We understand that live plants can sometimes experience damage during transit. If your Bonotol order arrives with a damaged plant, you can submit a claim for review.
The most important requirement is a complete unboxing video recorded before the box is opened.
Unboxing Video Is Mandatory #
To make a damaged plant claim, please record a continuous unboxing video from the very beginning.
The video must start before opening, cutting, tearing, or removing any tape from the package.
Your video should clearly show:
- The sealed parcel
- The shipping label
- All sides of the package
- The complete opening of the box
- Each plant as it is removed
- The condition of the plant immediately after opening
The video should continue until all plants and products inside the parcel have been clearly shown.
Please Do Not Open the Box Before Recording #
If the parcel has already been opened before the video starts, Bonotol may not be able to verify whether the damage happened during shipping.
For this reason:
Always start recording first. Then open the parcel while the camera is still recording.
A video recorded after opening the package cannot normally be accepted as valid proof for a damaged plant claim.
The Video Must Be Continuous #
Please do not:
- Pause the recording
- Stop and restart
- Edit the video
- Cut out any part
- Record only the damaged plant after opening
The complete unboxing should be shown in one continuous video.
What Counts as Damage? #
A damaged plant claim may be considered when the unboxing video clearly shows serious transit damage, such as:
- Major broken stems
- Severely crushed plant
- Plant badly damaged inside the parcel
- Major root or pot damage caused during shipping
- Plant arriving in an obviously unusable condition
Minor transit stress does not always mean the plant is permanently damaged.
Small issues such as a few yellow leaves, minor leaf damage, temporary wilting, or some loose soil can happen during transport and plants can often recover after unpacking.
How to Submit Your Claim #
If your plant arrives seriously damaged:
- Keep the original packaging.
- Save your complete unboxing video.
- Contact Bonotol Support.
- Provide your Order ID.
- Send the full unboxing video.
- Briefly explain which plant was damaged.
Bonotol will review the video and order details before deciding the appropriate resolution.
Do I Need Photos? #
The complete unboxing video is the main evidence required by Bonotol.
Support may ask for an additional photo if something needs to be seen more clearly, but the photo does not replace the original unboxing video.
Why Is an Unboxing Video Required? #
Live plants can change condition quickly after delivery.
An unboxing video helps Bonotol confirm:
- The condition of the parcel at delivery
- How the plant was packed
- Whether there was transit damage
- The plant’s condition immediately after opening
This helps us review claims fairly and quickly.
Important Reminder #
Before opening every Bonotol delivery:
Take out your phone → Start recording → Show the sealed box → Open it on camera → Show every plant.
It only takes a few minutes and protects you if anything was damaged during transit.
Need Help? #
If your plant arrives damaged, contact Bonotol Support with your Order ID and complete unboxing video.
