Refunds and Return Policy
We aim to ensure your shopping experience is hassle-free, which is why we've streamlined our return and refund process for your convenience.
- Returns:
- Return Time Frame: You have a 30-day window from the date of purchase to initiate a return. Returns requested beyond this period cannot be accepted. Some exceptions may apply where return-windows are less than 30 days, in which case this is indicated on our relevant product pages.
Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case by case basis; please reach out to us if you would like specific information on your brand and/or product.
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Shipping Cost: If your item arrives damaged or does not meet your expectations, we will cover the shipping costs for return. Please exclusions in point (1) above.
If the return is due to a change of mind, you will be responsible for the return shipping fees. If an item was received visibly damaged, please ensure the shipping damage was noted upon signing for the delivery. -
Defective or Broken Products: Should you receive a defective or malfunctioning product, please notify us within 30 days. We will facilitate the return process at no additional cost to you. Upon receipt of the item and confirmation of the issue, we will either provide a replacement or issue a full refund, including the original shipping charges.
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Change of Mind Returns: If you decide to return an item due to a change of mind, you have 30 days to do so from the date of purchase. However, you will be required to cover the return shipping costs. Please ensure the item is unused and in its original packaging. Once we receive and inspect the item, we will issue a refund for the product price, minus the shipping fees.
- Refunds: Please refer to "Returns" for eligibility of returns of orders and refunds. Upon receiving and verifying the returned item, we will notify you via email regarding the status of your refund. If approved, the refund will be processed within 7 business days and credited back to the original payment method. Please note that it may take some time for the refund to reflect in your account, depending on your bank or card issuer's policies.
- Cancellations: Cancel your order anytime before it ships completely free of charge (exceptions apply such as custom orders, see below)
- Cancellations before Order Ships: If you need to cancel an order please contact us as soon as possible so we can refund you before your order leaves the manufacturer. Reach agents during business hours at 1 (888)8992931 or email at support@gardensgenie.com.
- Cancellations of Custom Orders or Made-to-Order Items: Custom or made-to-order products can only be cancelled before production has started and cannot be refunded as these products are put into production specifically for your order. Custom order brands that have such products include The Outdoor Plus, Creekvine Designs, Taverns To Go, HPC Fire, etc. Many of these units are custom made to your specifications or created once you order. Your warranty will guarantee you a fully functional and operational product. If you are not clear whether your order is custom or made-to-order, please message or call us at 1 (888)8992931.
Please be aware that certain returns may be subject to a restocking fee.
If you have any further inquiries regarding our return or refund policies, don't hesitate to reach out to our friendly Customer Support team at support@gardensgenie.com.