Return and exchange policy

 

Jardinserio (hereinafter referred to as “we”) is an online store committed to providing a clear, transparent, and reliable after-sales experience. This Return and Exchange Policy explains the applicable timeframe, conditions, and handling procedures for return and exchange requests after order delivery.

1. Return and Exchange Validity Period

You may submit a return or exchange request within 30 days from the date the order is delivered and signed for. Requests submitted beyond this period may not be accepted.

2. Conditions for Return and Exchange

Return or exchange requests may be accepted under the following circumstances:

• The product has visible appearance issues;
• The product has quality-related issues affecting normal use;
• The product has an unusual odor or significant color differences;
• The received product does not match the order details;
• A return or exchange is requested without a specific reason, provided the product remains in appropriate condition.

3. Return Process

1. Contact us via email or customer service phone to apply for a return, and provide your order number, payment proof, return or exchange reason, and relevant photos or videos.
2. Our customer service team will process your request promptly. If approved, we will notify you using 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 it.
4. Upon receipt, we will immediately inspect the returned item. If the inspection confirms the reported condition, a refund will be arranged.

4. Exchange Process

1. Contact us via email or customer service phone to request an exchange, and provide your order number, payment proof, exchange reason, and relevant photos or videos.
2. Our customer service team will review your request. If approved, we will inform you and provide the return address.
3. Return the product to the designated address and wait for confirmation of receipt.
4. After inspection confirms the reported issue, we will arrange shipment of the replacement product within 1–3 business days.

5. Refund Process

Refunds will be returned to the bank card originally used for payment, including Visa and MasterCard. Depending on the processing efficiency of different card issuers, refunds are expected to be credited within 1–5 business days. If the refund is delayed, please contact us for assistance.

6. Cost Responsibility

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

7. Responsibility Statement

Returned products must be properly packaged and consistent with the information provided in the request. If discrepancies are identified during inspection, the final handling outcome will be determined based on the actual condition of the returned item.

8. Return Label

A return label is included inside the package. Please use the provided return label when sending the product back to ensure accurate identification and efficient processing.

9. Contact Us

Contact Address: 1561 Congaree Road, Hopkins, SC 29061-8314, United States
Customer Service Phone: +1 (347) 863-3116
Customer Service Email: assist@jardinserio.com
Online Hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00 (Australia/Sydney, AEST/AEDT)