At Bonotol, we take extra care when selecting, packing, and shipping live plants. However, plants are natural and perishable products, and sometimes damage can occur during transit.
This guide explains when you may qualify for a replacement, store credit, partial refund, or refund, and what you need to submit when making a claim.
For the complete legal policy, please refer to Bonotol’s official Return & Refund Policy.
Are Live Plants Returnable? #
No. Live plants cannot normally be returned.
Because plants are delicate and perishable, sending them back through a courier can cause further stress, drying, infection, or damage.
A plant generally cannot be returned simply because of:
- Change of mind
- Natural differences in size, shape, or appearance
- Minor yellowing or leaf marks
- Minor broken or bent leaves
- Temporary wilting or transit stress
- Repotting shock
- Incorrect watering or sunlight after delivery
- Pest exposure after delivery
However, if your plant arrives dead, seriously damaged, incorrect, or missing, you may submit a claim.
When Can I Request a Replacement or Refund? #
Bonotol may consider a claim when:
- The plant is dead on arrival
- The plant is severely damaged
- You received the wrong plant
- There is major courier/transit damage
- A plant or item is missing from your order
Depending on the circumstances, Bonotol may provide:
- Replacement
- Store credit
- Partial refund
- Full refund, where applicable
Every claim is reviewed individually and approval is not automatic.
Important: Report Plant Problems Within 24 Hours #
For live plants, damage, dead-on-arrival, wrong-item, or missing-item claims must be reported within:
24 hours of delivery.
Claims submitted after this period may be rejected because a live plant’s condition can change quickly after delivery depending on watering, sunlight, weather, handling, and unpacking.
Unboxing Video Is Required #
For damaged, missing, wrong, or dead-on-arrival product claims, Bonotol requires a continuous, unedited unboxing video.
Your video should clearly show:
- The sealed parcel before opening
- The shipping label
- The entire opening process
- All products inside the parcel
- The condition of the plant or item immediately after opening
Do not stop, pause, edit, or cut the recording.
Tip: Start recording before you open the shipping package and keep recording until every item has been removed and clearly shown.
Claims may be rejected if the parcel was already opened before recording or if the video is incomplete, edited, unclear, or missing.
What Is Normal Transit Stress? #
A plant may not look exactly the same immediately after spending several days inside protective packaging.
The following can be normal after shipping:
- Slightly dull leaves
- Temporary wilting
- Minor yellow leaves
- Minor leaf spots
- Bent leaves or stems
- A small amount of displaced soil
- Minor broken leaves
- Seasonal changes in growth or colour
- Natural differences from the website photograph
These conditions generally do not automatically qualify for refund or replacement. Most healthy plants can recover after being unpacked and properly acclimatized.
What Should I Do Immediately After Delivery? #
Open your parcel as soon as reasonably possible.
While opening it:
- Record the complete unboxing video.
- Inspect every plant and product.
- Keep the original packaging.
- Place plants in a suitable, ventilated location.
- Avoid strong direct sunlight immediately after unpacking.
- Water only when necessary.
- Avoid immediately repotting unless required.
If something appears seriously wrong, contact Bonotol within 24 hours.
How to Submit a Replacement or Refund Claim #
When contacting Bonotol Support, please provide:
- Order ID
- Registered mobile number
- Product name
- Description of the problem
- Clear photos of the plant/product
- Photos of the packaging
- Continuous unedited unboxing video
- Delivery date and approximate delivery time
Additional information may occasionally be requested while your claim is reviewed.
Damaged Parcel at the Time of Delivery #
If the courier package appears badly:
- Crushed
- Wet
- Torn
- Opened
- Tampered with
take photos before opening it.
Then record the full unboxing process and report the issue to Bonotol within 24 hours. Keep the packaging until the claim is resolved.
Replacement Availability #
Replacement depends on stock availability.
If the same plant or product is unavailable, Bonotol may offer an alternative such as:
- Similar replacement product
- Store credit
- Partial refund
- Full refund where applicable
The available solution will depend on the individual claim.
How Long Does a Replacement Take? #
For approved wrong or defective product claims, the exchange/replacement delivery timeframe is generally:
7–10 days.
Actual delivery time may also depend on product availability and courier serviceability.
Store Credit #
If Bonotol approves store credit instead of a replacement or refund, it is generally credited within 24 hours and is valid for 60 days, according to the current policy.
How Long Does a Refund Take? #
After a claim has been reviewed and approved, refunds are generally credited within:
7–10 business days
to the original payment method.
Actual timing may depend on your:
- Bank
- UPI provider
- Card issuer
- Payment gateway
Bonotol currently uses payment gateway partners including PayU and Cashfree.
Are Shipping and Packaging Charges Refunded? #
Shipping, packaging, COD, handling, convenience, and payment-related charges are generally non-refundable.
They may be refunded when Bonotol cancels an order or when the issue was clearly caused by Bonotol.
Non-Plant Products #
Some non-plant gardening products may be eligible for return if the request is made within 7 calendar days of delivery.
Generally, the product must be:
- Unused
- Unopened or in its original packaging
- In resalable condition
- Complete with accessories, tags, and manuals
Products damaged or used after delivery may not qualify.
Products That Are Generally Non-Returnable #
Unless the wrong or damaged product was supplied, the following are generally non-returnable:
- Live plants
- Seeds
- Bulbs and cuttings
- Soil
- Compost and manure
- Fertilizers
- Growing media
- Customized products
- Made-to-order gifts
- Perishable products
- Clearance items
- Promotional/free items
- Opened or used products
- Items specifically marked Non-Returnable
Can I Cancel My Order? #
Cancellation may be possible before dispatch, subject to approval.
Once a live plant has already been prepared, packed, handed over to the courier, or dispatched, cancellation may no longer be possible.
If Bonotol itself cancels a paid order because of stock, pricing, payment, serviceability, or another operational issue, an eligible refund will be processed to the original payment method.
Why Might My Claim Be Rejected? #
A replacement or refund request may be rejected when:
- It was submitted after the allowed claim period
- No proper unboxing video was provided
- The video was recorded after opening
- The video was edited or incomplete
- Damage occurred after delivery
- The plant was incorrectly watered or handled
- The plant was immediately repotted and subsequently deteriorated
- The issue is ordinary transit stress
- The issue is natural plant variation
- Required evidence was not provided
Contact Bonotol Support #
For a replacement, refund, damaged item, wrong item, or missing product claim:
Email: support@bonotol.com
WhatsApp: +91 9830007008
Website: bonotol.com
Please include your order ID and registered mobile number when contacting support.
