Please review the following policies carefully.
Gardens of Decor offers a quicker dispute solution, and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received, including name, date, and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Gardens of Decor if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Gardens of Decor will make a refund, resend, or accept the return for any of the following cases:
Orders are lacking tracking information, in transit, pending, or expired 60 days after orders departed from the Gardens of Decor warehouse. The following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after the orders departed from Gardens of Decor warehouse.
b. For Brazil, it is after 110 days counting from the date that the order departed from the Gardens of Decor warehouse due to the strict customs clearance at Brazil.
c. For US Post Registered Air Mail and Gardens of Decor liquid line to all countries, Gardens of Decor will deal with your dispute for delayed orders after 100 days, counting from the date that the order departed from Gardens of Decor's warehouse.
d. For some special shipping methods, Gardens of Decor cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and was pending because of an insufficient address, the package was unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Gardens of Decor will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Gardens of Decor takes no responsibility if products have been lost.
b. If the logistics company provides return service to US, Gardens of Decor will put the products in your private inventory and will not refund them when we receive the returned items.
c. Gardens of Decor cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
Gardens of Decor offers a full refund or a replacement if the packages arrive badly damaged.
Gardens of Decor offers a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Gardens of Decor cannot offer any refunds or other after-sales services due to the long-distance international delivery.
c. For ordinary products, Your clients shall complain or open a dispute with you within 5 days after packages are delivered.
d. For electronic products, Your clients shall complain or open a dispute to you within 10 days after packages are delivered.
e. For service products, Gardens of Decor refunds you the cost of the product, which is the price in US market. If you have Gardens of Decor quality inspection service. Otherwise, Gardens of Decor will not take any responsibility for them. (See the following important interpretation > Service products)
Gardens of Decor has a strict quality control process before products are dispatched. Gardens of Decor will deal with incorrect or missing products as follows:
a. For incorrect products, Gardens of Decor offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product's function, etc., Gardens of Decor offers a refund or resend if you provide a screenshot of your client's complaint, including name, conten,t and date.
c. For parts missing which doesn’t affect product function, Gardens of Decor may refund partially or resend the missing part; for parts missing which affect product function, Gardens of Decor will resend the product only.
d. For accessories, Gardens of Decor will resend the accessories.
Notes:
For size problem, Gardens of Decor will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
For orders cancellation, Gardens of Decor offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Gardens of Decor has planned and prepared for you after payment.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Notes:
a. For bulk purchase orders, the close date usually is around 30 days.
b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.
Gardens of Decor takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Gardens of Decor will notify you by gardensofdecor@gmail.com
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Gardens of Decor lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas；
Notes:
For DHL, Gardens of Decor Packet Fast Line, Gardens of Decor Packet JL Express, Gardens of Decor Packet Thailand, the remote addresses will be charged additional cost.
Due to limited international transportation, Gardens of Decor will not accept any disputes when your orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.
Products can be returned to Gardens of Decor US warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Gardens of Decor US Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. Please return products within 30 days after receiving products.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Gardens of Decor may not refund the product cost.
b. Any disputes arising from bad quality, Gardens of Decor may not accept as the supplier is not Gardens of Decor .
c. For service products without Gardens of Decor 's quality checking inspection, Gardens of Decor may not accept the disputes.
Gardens of Decor shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
Gardens of Decor always try to offer the best service. If you have any other questions, please feel free to gardensofdecor.com/contact-us.
