Returns Policy

Last updated: September 2026. GardenbayEcom offers a fair returns policy governed by this page on .

1. 14-Day Change of Mind

Unused items in original packaging may be returned within 14 calendar days of delivery for a refund of the product price (shipping fees are non-refundable). The customer is responsible for return courier costs.

2. Damaged or Defective Items

If an item arrives damaged, defective or not as described, notify us within 7 calendar days of delivery with photographs. We will arrange free return pickup and dispatch a replacement at no charge, or issue a full refund if a replacement is not available.

3. Warranty Claims

After the 14-day change-of-mind window but within the warranty period (12 months planters / lighting electronics, 6 months hand tools), defective items are replaced or repaired at no charge. The customer is responsible for shipping the item to our service centre; we cover return shipping.

4. Non-Returnable Items

The following are not eligible for return or refund: (a) custom-bundled bulk orders made to your specifications, (b) clearance items marked "Final Sale", (c) opened soil, fertiliser or other consumable gardening products (for hygiene reasons), (d) gift cards.

5. Refund Processing

Refunds are issued within 5 business days of us receiving the returned item, via the original payment method (PayPal / PayNow / bank transfer). PayPal refunds typically appear in your account within 1–3 business days after our processing.

6. How to Start a Return

Email with your inquiry reference number (GB-INQ-…), the product name, the reason for return, and a photograph if claiming damage. We will reply within one business day with a Return Authorisation number and instructions.

7. Exchanges

We do not currently offer direct exchanges — please follow the returns process and place a new order (or new inquiry) for the replacement item you want.