Refund Policy

Last Updated: June 15, 2024

1. Introduction

At GardenPro Tools, we take pride in the quality of our products and want to ensure your complete satisfaction with your purchase. This Refund Policy outlines the terms and procedures for returns, exchanges, and refunds for products purchased from our website at gardenpro-tools.com.

By purchasing products from our website, you agree to the terms of this Refund Policy. If you have any questions about our return and refund procedures, please contact our customer service team at [email protected] or call us at +6835523883.

2. Return Eligibility

2.1 Return Period

You may return most new, unopened items within 30 days of delivery for a full refund. For damaged or defective items, the return period is extended to 60 days. Used or opened products may be eligible for partial refunds or exchanges, subject to inspection.

2.2 Return Condition Requirements

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • In the original packaging, whenever possible
  • Complete with all accessories, manuals, and parts
  • Accompanied by the original receipt or proof of purchase

2.3 Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Downloadable software products
  • Custom or personalized products (unless they arrive damaged or defective)
  • Items that have been used excessively, showing signs of abuse or improper handling
  • Items that are returned more than 30 days after delivery (except for warranty claims)
  • Clearance items marked as "Final Sale"

3. Return Process

3.1 Initiating a Return

To start the return process, please follow these steps:

  1. Contact our customer service team at [email protected] or call +6835523883 to obtain a Return Merchandise Authorization (RMA) number.
  2. Include the following information in your return request:
    • Your order number
    • The product(s) you wish to return
    • Reason for the return
    • Whether you are requesting a refund or an exchange
  3. Our customer service team will provide you with the RMA number and detailed return instructions.

Please note that items sent back without an RMA number may not be processed for a refund or exchange.

3.2 Packaging Your Return

Please follow these guidelines when packaging your return:

  • Pack the item securely in its original packaging when possible
  • Include all components, accessories, manuals, and free gifts that came with the product
  • Clearly write the RMA number on the outside of the package
  • Include a copy of the original receipt or packing slip
  • Use a trackable shipping method and keep the tracking number for reference

3.3 Shipping Returns

Please ship your return to:

GardenPro Tools - Returns Department
8-3-10 Miyazawa, Yoshida-cho, Nishi-ku
Nishinosono City, Mie Prefecture, 8018052
Japan

You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

For returns due to our error (you received an incorrect or defective item), we will provide a prepaid shipping label and reimburse the original shipping costs.

4. Refunds

4.1 Refund Processing

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 approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 5-7 business days. For certain payment methods, the refund may take up to 10 business days to appear in your account.

4.2 Full Refunds

Full refunds will be issued for:

  • Items returned in new, unopened condition within 30 days of delivery
  • Items that arrived damaged or defective
  • Items that were incorrectly shipped or not as described on our website

4.3 Partial Refunds

Partial refunds may be issued for:

  • Items with missing parts or accessories
  • Items that have been used but are still in good working condition
  • Items with damaged original packaging
  • Items that show signs of minor wear or use

The amount of the partial refund will be determined based on the condition of the returned item and the reason for return.

4.4 Refund Deductions

The following may be deducted from your refund amount:

  • Original shipping costs (if applicable)
  • Return shipping costs (if not prepaid by you)
  • Restocking fees (if applicable, see section 4.5)

4.5 Restocking Fees

A restocking fee of up to 15% may be applied to returns in the following cases:

  • Items returned without their original packaging
  • Items that have been used and show signs of wear
  • Large or heavy items that require special handling
  • Specialized equipment or high-value products

Restocking fees will be waived for defective products or our shipping errors.

5. Exchanges

5.1 Exchange Process

If you would like to exchange an item rather than receive a refund, please indicate this when requesting your RMA number. Exchanges are subject to product availability.

For exchanges, the following process applies:

  1. Request an RMA number, specifying that you want an exchange
  2. Return your item following the return process outlined in Section 3
  3. Once we receive the returned item, we will ship the replacement product to you

5.2 Exchange Shipping

For standard exchanges (different size, color, etc.), you are responsible for the return shipping costs of the original item. We will cover the shipping costs for sending the replacement item.

For exchanges due to defects or our error, we will cover both the return shipping of the original item and the shipping of the replacement item.

6. Damaged or Defective Items

6.1 Reporting Damaged or Defective Items

If you receive a damaged or defective product, please contact our customer service team within 7 days of receipt. Please provide the following information:

  • Order number
  • Description of the damage or defect
  • Photos or videos showing the damage or defect

6.2 Remedies for Damaged or Defective Items

For damaged or defective items, we will offer one of the following solutions at our discretion:

  • Full refund, including original shipping costs
  • Replacement of the damaged or defective item
  • Store credit for the full purchase amount
  • Partial refund if only a component is defective and can be replaced

For damaged items, we may request that you return the item for inspection before processing a refund or replacement. In such cases, we will provide a prepaid shipping label.

7. Warranty Claims

7.1 Standard Warranty

GardenPro Tools products come with a standard warranty that varies by product category:

  • Hand tools: 5-year warranty
  • Electric tools: 2-year warranty
  • Accessories: 1-year warranty

The warranty covers defects in materials and workmanship under normal use conditions during the warranty period.

7.2 Warranty Exclusions

The warranty does not cover:

  • Normal wear and tear
  • Damage caused by misuse, abuse, or improper maintenance
  • Damage resulting from modifications or unauthorized repairs
  • Damage from exposure to extreme conditions
  • Consumable parts (blades, filters, batteries, etc.) after normal use

7.3 Making a Warranty Claim

To make a warranty claim:

  1. Contact our customer service with your order number and proof of purchase
  2. Provide a detailed description of the defect and photos if possible
  3. Our team will assess your claim and provide instructions for return or repair

For approved warranty claims, we will either repair or replace the product at no cost to you, including shipping. If the exact model is no longer available, we will offer a comparable replacement.

8. Cancellations

8.1 Order Cancellations

You may cancel an order before it ships without any penalty. To cancel an order, please contact our customer service as soon as possible with your order number and request for cancellation.

8.2 After Shipment

Once an order has shipped, it cannot be cancelled. Instead, you will need to wait for the package to arrive and then follow our return process.

9. International Returns

For customers outside of Japan:

  • International returns are subject to the same 30-day return policy
  • You are responsible for return shipping costs, customs duties, taxes, and any other import charges
  • We recommend using a trackable shipping service with insurance
  • Processing times for international returns may be longer due to customs procedures
  • All communication regarding international returns must be in English or Japanese

10. Contact Us

If you have any questions about our Refund Policy, please contact us:

GardenPro Tools
8-3-10 Miyazawa, Yoshida-cho, Nishi-ku
Nishinosono City, Mie Prefecture, 8018052
Japan

Phone: +6835523883
Email: [email protected]
Hours: Monday to Friday, 9:00 AM - 5:00 PM (JST)

11. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately when posted on our website. Your continued use of our website after any changes indicates your acceptance of the revised Refund Policy.

This Refund Policy was last updated on June 15, 2024.