Return & Refund Policy

Thank you for shopping at Bonotol. We work hard to provide healthy live plants, safe packaging, and a smooth shopping experience. Since live plants are natural and perishable products, please read this Return & Refund Policy carefully before placing an order.

This policy applies to purchases made through www.bonotol.com and Bonotol’s official sales/support channels.

1. Contact Information
Bonotol
Kolkata, West Bengal, India
Website: www.bonotol.com
Email: support@bonotol.com
WhatsApp: 9830007008

For return, refund, replacement, damage, missing item, or order-related support, you may contact us through:

Email: support@bonotol.com
WhatsApp: 9830007008
Website support / ticket system, if available
Live chat, if available
Please always mention your order ID, registered phone number, and reason for your request.

2. Live Plants Are Not Returnable
Live plants are natural, delicate, and perishable items. Due to the risk of damage, drying, infection, or stress during reverse shipping, Bonotol does not accept returns of live plants.

Once delivered, plants cannot be returned simply because of:

change of mind;
size, shape, or appearance variation;
natural leaf marks;
minor yellowing;
minor leaf damage;
temporary dullness due to transit stress;
customer’s wrong plant care;
overwatering or underwatering;
wrong sunlight exposure;
repotting shock;
delayed unpacking;
pest exposure after delivery.
However, if a plant is received in a seriously damaged or dead-on-arrival condition, you may request a replacement claim as explained below.

3. Plant Replacement Claim
For live plants, Bonotol may consider a replacement, store credit, partial refund, or refund only in genuine cases such as:

plant received dead on arrival;
plant received severely damaged;
wrong plant delivered;
major damage caused during shipping;
missing plant from the order.
Bonotol will review each claim carefully. Approval is not automatic and depends on the evidence provided, product condition, courier status, and internal verification.

4. Claim Time Limit for Plants
For live plants, any damage, dead-on-arrival, wrong item, or missing item claim must be reported within:

24 hours from the time of delivery.

Claims raised after 24 hours may be rejected because plant condition can change quickly due to customer handling, weather, watering, sunlight, unpacking delay, or other external factors.

5. Unboxing Video Is Mandatory
To process any claim for damaged, missing, wrong, or dead-on-arrival products, a continuous, unedited unboxing video is mandatory.

The video must clearly show:

the sealed package before opening;
the shipping label with order/address details;
the full opening process without cuts or pauses;
all products inside the package;
the condition of the plant or item immediately after opening.
Without a proper unboxing video, Bonotol may not be able to approve any claim. Edited, paused, unclear, incomplete, or after-opening videos may be rejected.

6. Transit Stress Is Normal for Plants
Live plants may look slightly dull, tired, bent, or stressed after delivery due to packaging and transport.

The following conditions are generally considered normal and may not qualify for replacement or refund:

slightly dull leaves;
minor yellow leaves;
minor leaf spots;
bent leaves or stems that can recover;
minor soil displacement;
temporary wilting;
minor broken leaves;
natural variation from product photos;
seasonal difference in plant size, color, or growth.
Most plants recover with proper sunlight, watering, ventilation, and rest after unpacking.

7. Non-Plant Product Returns
Non-plant products may include pots, planters, garden tools, accessories, plant stands, empty containers, décor items, and other gardening-related products.

Non-plant products may be eligible for return only if:

the return request is raised within 7 calendar days from delivery;
the item is unused;
the item is unopened or in original packaging;
the item is in resalable condition;
all tags, manuals, accessories, and original packaging are included;
the product is not damaged due to customer handling.
Bonotol reserves the right to reject returns if the product is used, damaged, missing parts, missing packaging, or not in resalable condition.

8. Non-Returnable Items
The following items are not eligible for return unless damaged or wrong item is delivered:

live plants;
soil, compost, manure, fertilizers, or growing media;
seeds, bulbs, cuttings, or propagation material;
customized or personalized products;
gift items made to order;
perishable items;
clearance sale items;
promotional/free items;
opened or used products;
products damaged after delivery;
items marked as non-returnable on the product page.
9. How to Request a Return, Refund, or Replacement
To request support, contact us within the applicable time limit through email, WhatsApp, website support, ticket system, or live chat.

Please provide:

order ID;
registered phone number;
product name;
clear reason for the request;
photos of the product and packaging;
continuous unedited unboxing video;
delivery date and time;
any other details requested by Bonotol support.
Contact:
Email: support@bonotol.com
WhatsApp: 9830007008
Website: www.bonotol.com

Returns sent without prior approval from Bonotol may be refused.

10. Return Shipping Cost
For approved non-plant returns, the customer is responsible for return shipping costs unless the return is due to Bonotol’s error, such as:

wrong item shipped;
defective non-plant product received;
incorrect product sent.
If the return is approved due to Bonotol’s error, we may arrange pickup where available or provide return instructions. If the customer returns an item without approval, Bonotol will not be responsible for lost parcels, courier charges, or refund processing.

11. Refund Process
Refunds are processed only after:

the request is reviewed;
required proof is submitted;
the product is inspected, where applicable;
the claim is approved by Bonotol.
For non-plant returns, refund approval will happen only after the returned item is received and inspected.

For plant-related claims, Bonotol may offer replacement, store credit, partial refund, or refund depending on the case.

Approved refunds will usually be Credited within 7–10 business days to the original payment method, subject to payment gateway, bank, UPI, or wallet processing timelines.

12. Refund of Shipping and Packaging Charges
Shipping charges, packaging charges, COD charges, handling charges, convenience fees, and payment gateway charges are generally non-refundable. These charges may be refunded only if Bonotol cancels the order or if the issue is clearly caused by Bonotol’s error.

13. Order Cancellation
Orders may be cancelled before dispatch, subject to approval. Once an order is packed, dispatched, handed over to courier, or shipped, cancellation may not be possible. For live plants, cancellation may be refused once the plant has been prepared, packed, or processed for shipping.

Bonotol reserves the right to cancel any order due to stock unavailability, incorrect pricing, payment issue, serviceability issue, suspected fraud, promotional misuse, or other operational reasons. If Bonotol cancels a paid order, eligible refund will be processed to the original payment method.

14. Replacement Availability
Replacement is subject to product availability. If the same product is unavailable, Bonotol may offer:

replacement with a similar product;
store credit;
partial refund;
full refund, where applicable.
The final decision will be made by Bonotol after reviewing the claim.

15. Refusal of Claims
Bonotol may reject return, refund, or replacement requests if:

claim is raised after the allowed time limit;
unboxing video is missing, edited, unclear, or incomplete;
product was damaged after delivery;
plant damage is due to wrong care or mishandling;
package was opened before video recording;
customer delayed unpacking;
customer overwatered, underwatered, repotted, or exposed the plant to unsuitable conditions;
product is used, opened, or not in original condition;
issue is due to natural plant variation or normal transit stress;
fraudulent, repeated, or abusive claim pattern is detected;
customer refuses to provide required evidence.
16. Customer Responsibility After Delivery
After delivery, the customer is responsible for:

opening the package as soon as possible;
keeping the unboxing video as proof;
placing the plant in a suitable environment;
avoiding harsh sunlight immediately after unpacking;
watering only as required;
not repotting immediately unless necessary;
keeping plants away from pets and children where required;
following basic plant care instructions.
Bonotol is not responsible for plant decline caused by customer negligence, wrong care, unsuitable location, extreme weather exposure, or misuse after delivery.

17. Damaged Package at Delivery
If the outer package looks badly damaged, wet, crushed, opened, or tampered with at the time of delivery, please:

take photos before opening;
record the full unboxing video;
report the issue to Bonotol within 24 hours;
mention the issue to the delivery person if possible.
Do not throw away the packaging until the claim is resolved.

18. Contact Us
For any return, refund, replacement, cancellation, damage, missing item, or order-related question, contact us at:

19.For wrong and defective products the exchange delivery timeframe will be 7-10 days.

20. If store credit is provided it will be credited with in 24hrs and will be valid for 60 days.


Bonotol / NETFRY
Kolkata, West Bengal, India
Email: support@bonotol.com
Website: www.bonotol.com