Last updated: March 15, 2026
At Pemphis.com, we are dedicated to providing the highest quality Pemphis acidula specimens. Due to the biological nature of our products and the complexities of international botanical export, please review our policy carefully before purchasing.
1. General Policy
Due to the living nature of bonsai specimens and the stringent international phytosanitary regulations, all sales are final. We do not accept returns or offer refunds for change of mind or personal preference once the order has been processed.
2. Damaged or Faulty Specimens
We take extreme care in our packaging process to ensure the health and safety of your specimen during transit. In the unlikely event that your specimen arrives in a damaged or compromised state due to negligence on our part:
- Notification: You must notify us within 24 hours of receiving the package.
- Evidence: Clear photographic or video evidence of the damage upon arrival must be submitted to our official email channel.
- Assessment: Each case will be reviewed internally within 3-5 business days.
3. Refunds
If a damage claim is approved, we may offer a partial or full refund, or a replacement specimen, depending on the availability and the nature of the damage. Refunds will be processed back to the original payment method within 7-10 business days after the claim is approved.
4. Customs and Import Issues
Pemphis.com provides all required Phytosanitary Certification for international export. We are not responsible for delays, seizures, or destruction of goods caused by local customs authorities, import restrictions, or the buyer’s failure to provide necessary import permits in the destination country. No refunds will be provided for items seized by customs.
5. Restocking Fees
As we do not accept general returns, no restocking fees are applicable.
6. Contact Us
If you have any questions about your order or our policy, please contact our support team immediately.