If your urban planter box arrives damaged, we’ve got you covered with a straightforward and customer-friendly return policy. Here’s exactly what you need to know:
Immediate inspection: Upon delivery, please inspect the packaging and the planter box right away. If you notice any cracks, dents, scratches, or structural damage, take clear photos showing the damage and the outer packaging.
Reporting timeframe: You must report the damage within 7 calendar days from the date of delivery. This helps us process your request quickly and ensures your item is still within our quality guarantee window.
How to proceed: Contact our customer support team via email or the live chat on our website. Provide your order number, a brief description of the damage, and the photos. We typically respond within 24 hours.
Resolution options: Once we verify the damage, you can choose between:
- A full refund to your original payment method (usually processed within 5-10 business days).
- A free replacement shipment, sent at no extra cost to you. We will also provide a prepaid return label for you to send back the damaged planter box, if we request its return (often we may let you keep it to avoid waste).
Shipping costs for return: We cover all return shipping fees for damaged items. You will not pay a dime for the return or the replacement.
Exclusions: This policy only applies to damage that occurs in transit. Issues caused by improper assembly, normal wear and tear, or modifications are not covered.
To summarize: prompt reporting, clear photo evidence, and a simple choice between refund or replacement ensure your satisfaction. We want your urban garden to thrive without hassle. For further assistance, just reach out.