Return and exchange policy

 

This Return & Exchange Policy applies to all products purchased from Jardinonara (hereinafter referred to as “we”) through our online store. It is designed to clearly explain the applicable timeframes, conditions, and procedures to ensure a transparent and smooth after-sales experience.

1. Return & Exchange Validity Period

You may submit a return or exchange request within 30 days from the date you sign for and receive your product. Requests submitted beyond this period cannot be accepted.

2. Acceptable Return & Exchange Conditions

Within the validity period, return or exchange requests may be accepted under the following circumstances:

• The product has visible appearance defects
• The product has quality issues that affect normal use
• The product has unusual odors, severe color differences, or other obvious abnormalities
• The received product does not match the order details
• Return or exchange without a specific reason, provided the product remains in good condition

3. Return Procedure

1. Please contact us via email or customer service phone to submit a return request, providing your order number, proof of payment, reason for return, and relevant photos or videos.
2. Our customer service team will review your request promptly. If approved, we will notify you through your contact details and provide the designated return address.
3. Please send the product back to the specified return address and wait for us to receive the item.
4. Once the product is received, we will immediately inspect it. If the inspection confirms the reported issue, we will arrange your refund without delay.

4. Exchange Procedure

1. Please contact us via email or customer service phone to submit an exchange request, providing your order number, proof of payment, reason for exchange, and relevant photos or videos.
2. After review, if the request is approved, we will notify you and provide the return address.
3. Please return the product to the specified address and wait for confirmation of receipt.
4. After inspection and approval, we will arrange shipment of the replacement product to your address within 1–3 business days.

5. Refund Process

• Refund method: Refunds will be issued to the bank card used for the original payment (Visa, MasterCard).
• Processing time: Depending on the processing efficiency of the card issuer, refunds are expected to be credited within 1–5 business days.
• Delayed refunds: If the refund is not received within the expected timeframe, please contact us for assistance.

6. Shipping Cost Responsibility

• If the return or exchange is due to appearance issues, quality problems, unusual odors, severe color differences, or receiving an incorrect product, the related shipping costs will be covered by us.
• If the return or exchange is requested without a specific reason, the return shipping costs will be borne by you.

7. Responsibility Statement

Please ensure that returned products are kept in reasonable condition and properly packaged. If the returned item is damaged due to improper use or packaging, or does not match the condition described in the request, we will assess the situation based on the actual condition of the product.

8. Return Label

A return label is included inside the package. Please use the provided label as instructed when returning the product to help us process your return efficiently.

9. Contact Us

Contact Address: 1167 Highway 11 West, Chesnee, SC 29323-9705, United States
Customer Service Phone: +1 (646) 413-5869
Customer Service Email: service@jardinonara.com
Online Hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00 (Australia/Sydney, AEST/AEDT)