Since bonsai is just an intermediary, you can only receive a refund from the merchant. We cannot give permission for refunds on behalf of the trader. It is therefore very important that you always try to reach an agreement directly with the seller. Check the merchant's returns policy to see how protected you are and what the terms are for a refund.
If they stop replying to messages and you suspect it is a fraudulent trader, be sure to send us a message through our support channels. It is strongly advised to read "I am a victim of fraud" before contacting us.