Refund policy
Gardenstone Inc ("we" and "us") is the operator of (https://gardenstonemfg.ca) ("Website"). By placing an order through this Website the customer ("you") will be agreeing to the terms below.
These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. Returns
1.1. General
As Special orders are procured or manufactured specifically for your order, we can neither exchange nor return these items after they have been procured or manufactured.
For greater certainty, All of the Gardenstone items are considered special order.
After the item has been manufactured and is waiting to get shipped, we no longer can offer cancellation, exchange, modification, or return of such item.
To inquire about the current status of the special item you have ordered, and its eligibility to be canceled, please contact customer service at sales@gardenstonemfg.com
2. Damaged in Transit
2.1. Damage Report Timeframes
We require any damages to be reported within 2 business days of the order arrival. Damages reported after this period will be accepted, but cannot be guaranteed. We will do our best to accommodate any late reports, but the later you notify us of damages, the fewer chances we have to recover the cost from the shipper.
Damage reports for orders that arrived over 30 calendar days will not be accepted.
2.2. Damage Report Submission
In order to claim damages on your order, please send the following information to customer service at sales@gardenstonemfg.com:
- Your order number
- Your full name
- Your contact information
- The address the order has arrived to
- At least three photos of the damages.
- photos of the packaging, how the order has arrived
- overall photo of damaged items
- close up photos of the damage
2.3. Resolutions
2.3.1. Partial Credit/Refund
If the damages are insignificant and the product is safe to use, we can offer you a partial credit/refund for your inconvenience.
2.3.2. Re-Staining
Some concrete items can get scuffed or have other insignificant surface damages. It is regrettable, but not uncommon for this type of product. Similar damages can easily be fixed by applying a re-staining kit.
If this has occurred, we will send you a re-staining kit free of charge.
2.3.3. Replacement
If the damage is significant, we will send you the replacement free of charge. We will do our best to expedite the replacement process, but most often than not, the lead time for the replacement would be similar to the original order lead time.
2.3.4. Cancellation after damage
In most cases, we cannot offer cancellation after the products have been shipped. Therefore, if the item has been damaged beyond repair or lost during the shipping, we can only offer a replacement as the resolution.
2.3.5. Product Return
If the damaged items are salvageable, we will send you a return shipping label to collect the damaged items. Otherwise, you can dispose of the damaged items as you see fit.
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3. Cancellation
As Special orders are procured or manufactured specifically for your order, we can neither cancel nor return these items after they have been procured or manufactured.
For greater certainty, All of the Gardenstone items are considered special order.
You can cancel any Gardenstone item and receive a full refund before the item ordered has been manufactured.
After the item has been manufactured and is waiting to get shipped, we no longer can offer cancellation, exchange, modification, or return of such item.
Please be advised, that the credit card processing fee is not refundable by Shopify and other payment processors. Therefore, any refund would accrue a 3% non-refundable charge to cover the credit card processing fees.
To inquire about the current status of the special item you have ordered, and its eligibility to be canceled, please contact customer service at sales@gardenstonemfg.com
4. Warranty
4.1. General
It is solely the responsibility of the customer to provide the proper handling care and maintenance to all items purchased from us. Failure to do so will render the warranty null and void.
4.2. Warranty duration
For any items manufactured by Marquis Gardens Limited, a limited warranty is provided for one calendar year or 365 calendar days from the date item has been received or picked up by the customer.
If you have questions about warranty limitations or duration for any specific item contact customer support at sales@gardenstonemfg.com.
4.3. Inspection
If you suspect the item you have purchased from us to be faulty all malfunctioning, please contact customer support at sales@gardenstonemfg.com for troubleshooting. Do not hesitate to attach as much visual material (photos and videos) as possible. In most cases, we can help fix the problem without the need to repair or replace the item.
We require inspection of the item in question in order to process the warranty claim. In most cases, we can use clear video showing the problem in lieu of the inspection.
Please contact customer support at sales@gardenstonemfg.com for instructions.
4.4. Replacement
If an item is defective or fails within the first 30 days we will replace the item free of charge, including shipping and customs charges.
If an item fails after 30 days the customer is responsible for the shipping cost and customs charges (if applicable) associated with the delivery of the free replacement.
4.5. Refund
At the customer's request, we can offer a refund in lieu of a free replacement. Refund is offered in a form of an in-store credit, which does not have an expiry, and can be redeemed both online and in-store.
Original shipping costs, including customs clearance costs and duties when applicable, are non-refundable. If the product purchased was offered with free shipping, the original costs will be deducted from the refund.
4.6. Consecutive claims
A single item cannot be replaced under warranty more than once. The act of receiving a new item as replacement under warranty renders warranty obligation concluded and is not eligible for a consecutive claim.
5. Customer service
If you have questions about our policies, please do not hesitate to contact customer service at sales@gardenstonemfg.com or at 1-800-209-0917
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