Return Policy
Full-Priced Items
We sincerely hope you are 100% satisfied with your GARDEN PALACE™ purchase. However, if for any reason your item arrives damaged or is defective, GARDEN PALACE™ is more than happy to offer a refund. Please follow the return guidelines for a smooth transaction.
**To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the unopened original packaging and within 30 days of the original purchase date.**
Please note: Once the product is removed from its protective packaging, we cannot be responsible for any further damage due to improper handling.
Merchandise must be returned within 30 days in unused, like-new, 100% saleable condition and in original manufacturers packaging. NO returns on home study courses, DVD, or CD’s. All damage and shortage claims should be made within 3 days of delivery. If damaged upon arrival you have the right to refuse the order.
Contact our Customer Care Center at customercare@gardenpalace.co to report damages. A refund will be issued to the original credit card within 1 -2 billing cycles once items are returned. We do not refund the cost of shipping. Restocking fee may apply.
Cancellations
Orders may be canceled any time before being marked shipped. Once an order is marked shipped it is no longer eligible for cancellation. We ship quickly, so let us know ASAP so we may halt the order and avoid any disappointment. We will do our best to accommodate Your request.
Cancellation Notifications: customercare@gardenpalace.co
To Process Return
All returns must have an RMA (Return Merchandise Authorization) number clearly marked on the package, see important details below. Please note, for your protection; we recommend you use a delivery service that provides tracking capabilities. Once items are received and inspected, a refund will issue. (Refunds generally take up to 5- business days to post to your account).
Accepted returns must be initiated within 14-days of their delivery. Exception: Returning products purchased between November 1st & December 22nd must have their returns initiated within 30-days (RMA issued) of their delivery.
To obtain your RMA: We require a receipt or proof of purchase. Please email our customer care team (outlining the reason for the return or refund) customercare@gardenpalace.co. Please include your order number: reference your original confirmation email from GARDEN PALACE™
One of our qualified customer service representatives will review your information and issue an RMA via our return policy guidelines. Our Customer Service hours are M-F 9:00am - 4:30pm (CST) except on Federal Holidays. RMAs must be obtained during these hours.
Sale Items (if applicable)
All sale products are final. Only full priced items may be refunded. Unfortunately, sale items cannot be refunded.
To Process Return for Damages
To complete your return, we require a receipt or proof of purchase. If upon arrival, your order is damaged in any way, please email customercare@gardenpalace.co within 3-5 business days and include your order number and pictures of the damage. A member of our Customer Care team will be in contact shortly to provide you with possible options.
Several types of goods are EXEMPT from being returned: Any opened and used products. Candles that have been lit. Perishable goods such as products that have been opened, Seals broken, food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Not Damaged or Defective
Please note: GARDEN PALACE™ products are not shelved or warehoused. They are handmade to order, specifically for You, one at a time. We cannot resell an opened product.
If your item is not damaged or defective, it may still be returned for a partial refund if desired under the following conditions:
A 20% restocking fee will apply to all re-stockable products. = (never opened product)
A 50% return fee will apply to all non-restockable products. = (previously opened product)
NOTE: To preserve authenticity and for customers protection; Non-restockable products go in the trash.
Additionally, customers are responsible for all shipping costs (except carrier damaged products) related to the return of an item. (Please understand Shipping expenses are non-profit services provided by others). These services are not refundable or recoupable.
To allow returns for products that are not desirable, or have been opened, used or lit, would mean the cost of product to You, our valued customer, would likely double. Our sincere apologies go out regarding this policy; however, we are a handmade to order Company.
BEVERAGES & PERISHABLE ITEMS
We want you to feel comfortable trying us out. For any reason, if you are not satisfied with our beverages, coffee, tea, etc. we will offer a full refund on your first order. No questions asked, and no need to return anything.
If it is NOT your first order with us:
Returning a beverage is not accepted as it is a perishable item, unless there was an issue such as a damaged delivery. Any express shipping where applicable is not refunded. Express shipping is Next Day Air, 2nd Day Air, 3 Day Select and other overnight or express shipping services that may have been requested by you. Ground shipping is not refunded unless our shipping department was at fault and your order arrived damaged.
Time is of the essence. If you receive your order and notice the order is damaged you must contact us within 48 hours for an exchange. No exchanges or returns will be accepted after 48 hours.
Additional non-returnable items:
NO returns on home study courses, DVD, or CD’s.
Candles that have been lit
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@gardenpalace.co
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@gardenpalace.co and upon approval we can help you through the exchange process.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should contact us first at: customercare@gardenpalace.co
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
*EMAIL YOUR CLAIM TO: customercare@gardenpalace.co.
FOR FURTHER QUESTIONS
Contact customer care at customercare@gardenpalace.co
Thank You for Your patronage and understanding,
Sincerely,
GARDEN PALACE™