Fine Garden & Home Products understands that, from time to time, you need to return something. We want to make sure that your return happens as smoothly as possible.
What to do when you receive your items, even if you're not going to return it:
Have you ever heard of an unboxing video? If not, here's what to do: The moment your item arrives in its shipping box, take pictures of all sides of it. Next, open your package, and take a picture of the inside of the shipping box. Yes, with the item and packaging inside. Now, as you remove your item and packaging, be sure to take your time and snap a photo of each step necessary to get your item out. Do not throw your packaging away yet. Now, take a photo of your new item on all sides. Please verify that it is not damaged (see Defects & Damages below). That's it! Congratulations, you did your first unboxing! Feel free to post your images on Instagram or Facebook, and be sure to tag us.
Okay, so why did I just do all that?:Good question! One, because we genuinely enjoy seeing our products being enjoyed by customers like you! Two, because if you need to return it for some reason, you are going to need those!
Defects & Damages:
We understand that it can be frustrating when there is something wrong with that fine garden or home product you just purchased. If your item arrives damaged or defective, please Contact Us immediately, but no later than 3 days from the delivery date. It is important that this deadline is met so we can file a claim with the carrier that caused the damage. Make sure to retain all of the packing materials and send the images to us. If your pictures are on your phone, you can email them to [email protected]. Be sure to place you order number in the subject line.
What if I'm having buyers remorse and just want to return my items?:
Unless otherwise specified in the Return Restrictions for the items you purchased, we are happy to accept your undamaged and unused item within 15 days of receipt. We offer free return shipping on all non-freight items. Returned items/orders will incur a 35% restocking fee. Free Return Shipping includes all items that are shipped by UPS, FedEx, or USPS within the contiguous United States. Please Contact Us as soon as possible to start the return process.
When you have a return non-freight return, we will issue an email return label with FedEx Ground to the email we have on file for you. When you receive the email, follow the instructions to print the label(s) and then drop the package off at any FedEx location; make sure it is scanned at the drop-off location. Please make sure that the item is packaged properly and safely for shipping. All items must be returned in the original packaging they were received in. Non-freight returns from Alaska, Hawaii & Canada may incur a return shipping fee, which will be deducted from your refund or exchange balance. Fine Garden & Home Products does not ship Heavy or Overweight items to Alaska, Hawaii & Canada.
Remember those photos you took before? Please retain them until after your item has been refunded or exchanged. In the event that your item gets damaged on the way back, we may request those photos for insurance purposes.
What about Return Restrictions?:
Fine Garden & Home Products sells items that are hand-crafted or custom-built just for your order. Due to the nature of these items, there can be minor variations between each individual or batch of products. Unforunately, this prevents us from accepting returns on these items unless they are damaged or defective. If your items have a Return Restriction, those restrictions are listed on the product page of each item. If your items have no restrictions, there is a link that brings you to this page. It's probably what brought you here.
Cancellation & Refusal of Items:
With the exception of items with Return Restrictions, cancellations are permitted on all orders until they ship. Please Contact Us as soon as possible if you need to cancel your order. Once your item(s) ship, they are bound to the return shipping policy. Fine Garden & Home Products reserves the right bill the customer via your on-file credit card or by invoice, for any additional freight charges that result from refusing to schedule or receive a Heavy or Overweight freight delivery.
Unforunately, due to the complexity of International Orders we are unable to accept returns (unless item is damaged or defective) on orders outside the contiguous United States, Alaska, Hawaii & Canada. International Order returns for damaged or defective items are for exchange only, no refunds. The customer assumes responsibility for return shipping and insurance fees.
Trade Discount Orders:
Returns and cancellations are not permitted on Trade Discount Orders due to the extra discount offered to our "To The Trade" customers. If you have any questions regarding this policy, please Contact Us.