Refund and Return Policy

Last updated: September 20, 2024

At GardenCloth (“we,” “us,” or “our”), customer satisfaction is our top priority. We are committed to providing high-quality products and exceptional service to our customers. This Refund and Return Policy (“Policy”) outlines the terms and conditions governing returns, refunds, and exchanges for purchases made through our website, GardenCloth.com(the “Site”).

By making a purchase on our Site, you agree to the terms of this Policy. Please read it carefully and contact us if you have any questions or concerns.

1. General Return Guidelines

1.1. Eligibility for Returns

  • Time Frame: Returns are accepted within 30 days of the delivery date.
  • Condition of Items: Items must be unused, unwashed, and in their original condition with all original tags and packaging intact.
  • Proof of Purchase: A valid receipt or proof of purchase is required to process any return.

1.2. Non-Returnable Items

  • Personalized or Custom-Made Products: Items that have been personalized or custom-made according to your specifications are not eligible for returns unless they are defective or damaged upon arrival.
  • Final Sale Items: Products marked as “Final Sale” or “Clearance” are not eligible for returns or exchanges.
  • Gift Cards: Gift cards are non-returnable and non-refundable.

2. Return Process

2.1. Initiating a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email us at info@gardencloth.com, call us at +1 (360) 612-6693, or use our live chat feature on the Site within 30 days of receiving your order.
  2. Provide Information: Include your order number, the item(s) you wish to return, and the reason for the return.
  3. Receive Return Authorization: Our customer service team will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to proceed.

2.2. Preparing Your Return

  • Packaging: Securely pack the item(s) in their original packaging, including all accessories, manuals, and documentation.
  • Labeling: Clearly write the RMA number on the outside of the package.
  • Shipping: Ship the package to the return address provided by our customer service team.

2.3. Return Shipping Costs

  • Customer Responsibility: You are responsible for paying the shipping costs for returning your item unless the return is due to our error or a defective product.
  • Shipping Method: We recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost or damaged during return shipping.

3. Refunds

3.1. Processing Refunds

  • Inspection: Upon receipt of your returned item, we will inspect it to ensure it meets the eligibility criteria.
  • Approval: If approved, we will process your refund.
  • Method of Refund: Refunds will be issued to the original payment method used during the purchase.
  • Time Frame: Please allow up to 10 business days for the refund to appear on your account after processing.

3.2. Partial Refunds

Partial refunds may be granted in the following situations:

  • Item Not in Original Condition: If the item is damaged or missing parts for reasons not due to our error.
  • Late Returns: Items returned after the 30-day return window may be eligible for a partial refund at our discretion.

3.3. Non-Refundable Charges

  • Original Shipping Costs: Shipping costs are non-refundable unless the return is due to our error or a defective product.
  • Restocking Fee: A restocking fee of up to 15% may apply for items not returned in their original condition.

4. Exchanges

4.1. Exchange Eligibility

Exchanges are accepted for:

  • Size or Color Issues: If you need a different size or color of the same item.
  • Defective or Damaged Items: Items that arrived defective or damaged.

4.2. Exchange Process

  • Initiate Exchange: Contact us to request an exchange.
  • Availability: Exchanges are subject to product availability. If the desired item is not available, we may offer a refund or alternative options.
  • Shipping Costs: We will cover the shipping costs for sending the exchanged item to you if the exchange is due to our error or a defective product. Otherwise, additional shipping charges may apply.

5. Damaged or Defective Items

5.1. Reporting Issues

  • Time Frame: Report any damaged, defective, or incorrect items within 7 days of delivery.
  • Documentation: Provide photographs of the damaged or defective item and the packaging.

5.2. Resolution Options

  • Replacement: We will send a replacement item at no additional cost.
  • Refund: If a replacement is not available, we will issue a full refund, including shipping costs.
  • Return Shipping: We will provide a prepaid shipping label for the return of defective or incorrect items.

6. Late or Missing Refunds

If you haven’t received a refund within the expected time frame:

  • Check Your Account: Verify your bank or credit card account.
  • Contact Your Bank or Credit Card Company: Processing times can vary.
  • Contact Us: If you’ve done all of the above and still have not received your refund, please reach out to us for assistance.

7. Cancellations and Order Modifications

7.1. Order Cancellations

  • Time Frame: You may cancel your order within 12 hours of placement.
  • Process: Contact us immediately via email, phone, or live chat.
  • Refund: A full refund will be issued to your original payment method.

7.2. Order Modifications

  • Changes: Requests for changes to the order (size, color, shipping address) must be made within 12 hours of placement.
  • Limitations: Modifications are subject to product availability and may delay processing and shipping times.

8. International Returns

8.1. Return Shipping

  • Customer Responsibility: International customers are responsible for return shipping costs, including any customs duties or taxes.
  • Documentation: Clearly mark the package as “Returned Goods” to avoid additional customs charges.

8.2. Refund Processing

  • Currency Fluctuations: Refund amounts may vary due to exchange rate fluctuations.
  • Processing Time: International refunds may take longer to process.

9. Gift Returns

9.1. Gifts Marked as Gift at Purchase

  • Gift Credit: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.
  • Process: Once the returned item is received and approved, a gift certificate will be mailed or emailed to you.

9.2. Gifts Not Marked as Gift at Purchase

  • Refund to Purchaser: If the item wasn’t marked as a gift or was shipped to the purchaser, we will send the refund to the original purchaser.

10. Return Address

Please send your returns to the address provided by our customer service team after you initiate the return process.

11. Contact Us

For any questions or assistance with returns, refunds, or exchanges, please contact our customer service team:

  • Email: info@gardencloth.com
  • Phone: +1 (360) 612-6693
  • Live Chat: Available on our website for instant support.
  • Business Hours: Monday through Friday, 9:00 AM to 5:00 PM PST.

12. Changes to This Policy

We reserve the right to modify or update this Refund and Return Policy at any time. Changes will be effective immediately upon posting on the Site. It is your responsibility to review this Policy periodically for any updates.

13. Governing Law

This Policy and any disputes arising from it are governed by the laws of the State of Washington, United States, without regard to its conflict of law principles.

Thank you for shopping with GardenCloth. We value your business and are dedicated to ensuring your satisfaction with our products and services. If you have any feedback or suggestions, we would love to hear from you.

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