DIY Terrarium Kit with Bonsai Tree ◦ Chelsea H: 43 cm

Dear Henry,

Thank you for your feedback. We are sorry to hear that you were disappointed, but we feel it is important to clarify several key facts that were not reflected in your review.

First of all, despite multiple requests, you were unable to provide clear photos showing the broken terrarium glass. The images you sent showed only small fragments, not the full extent of the damage. Unfortunately, this made it impossible to open a claim with our courier, who requires complete photographic evidence of the damage.

Secondly, the items you returned were incomplete and in used condition. You did not return the four plants, and both cork lids were missing, despite our clear instructions. The DIY Kit itself had been opened, with packaging seals broken and contents partially missing.

You later claimed the kit was damaged by broken glass from the other terrarium. However, the DIY Kit is always packed in a separate, reinforced internal box specifically to avoid this. The return box, in which you received all the components, showed no external damage, which confirms the contents inside were not affected during transit. Moreover, you never reported any damage to the DIY Kit upon delivery, nor did you provide any images of such damage — this concern was raised only after we requested the kit to be returned, which naturally raised concerns.

Despite all this, we offered a fair and transparent refund, deducting only for the missing and unsellable items. The values deducted reflect our normal pricing, which we apply consistently across all customer returns.

In total, just under 30% of the original order value was deducted — specifically for missing plants, cork lids, and used components. The remaining 70% has already been refunded, which reflects a fair and transparent resolution based on the items we received.

Over the course of two weeks, we received more than 130 emails from you, which made communication extremely difficult and added unnecessary pressure to the resolution process. Still, we responded with patience, professionalism, and a genuine intent to resolve the situation fairly.

Calling our company “thieves” is not only untrue — it is entirely unfair. We are a small business that works hard to support our customers with care and honesty. We are happy to resolve genuine issues, but we also have to protect ourselves from incomplete or inconsistent returns.

Kind regards,
Anne