Return Policy

1. Eligibility for Returns

To ensure a smooth return process, all items must meet the following criteria to be eligible for a return or exchange:

Return Window: Items must be returned within 30 days of the original purchase date as indicated on your receipt or order confirmation. Returns requested outside of this period will, unfortunately, not be accepted.
Condition of Goods: All returned products, especially specialized equipment like lawn mowers, trimmers, and blowers, must be in pristine, unused, and new condition. This includes being free from dirt, grass clippings, fuel/oil residue, scratches, or any signs of wear and tear that would prevent us from reselling the item as new.
Original Packaging: The product must be returned in its original, intact manufacturer's packaging. This includes all boxes, protective materials, and packing inserts. Please do not write on or affix shipping labels directly to the manufacturer's product box.
Complete Contents: All original manuals, warranty cards (if applicable), accessories (e.g., blades, charging cables, collection bags), and parts that came with the product must be included in the return package. Missing components may result in a partial refund or rejection of the return.
Proof of Purchase: A valid proof of purchase, such as your order number, original sales receipt, or packing slip, is mandatory for all returns and exchanges. Without this, we cannot process your request.

2. Non-Returnable Items & Exceptions

Certain items are excluded from our general return policy due to their nature. Please review the following exceptions carefully:

Used Equipment: Any garden equipment, including but not limited to lawn mowers, snow blowers, or trimmers, that has been fueled, oiled, used, or shows any signs of operation (e.g., grass clippings, dirt, exhaust residue) cannot be returned unless it arrived damaged or defective and was reported within the specified timeframe.
Missing Original Packaging/Components: Products that are not returned in their original packaging, are missing essential manuals, accessories, or parts, or have damaged packaging (beyond normal shipping wear) will not be accepted for return.
Gift Cards & Digital Products: Gift cards, downloadable software, and any other digital products are non-refundable and non-returnable.
Clearance and Final Sale Items: Products marked as "Final Sale" or purchased during special clearance events are sold as-is and cannot be returned or exchanged. This will be clearly indicated at the time of purchase.
Special Order Items: Items specifically ordered or customized for a customer may not be returnable. Any exceptions will be communicated at the time of order placement.
Personal Protective Equipment (PPE): For health and safety reasons, certain personal protective equipment (e.g., gloves, safety glasses) may not be returnable once opened or used.

3. How to Initiate a Return

To ensure a prompt and efficient return process, please follow the steps outlined below:

Contact Customer Service:Before shipping any item back, you must first contact our dedicated customer service team.
- Phone: +1 850-990-2670
- Email: [email protected]
When contacting us, please provide your original order number, the item(s) you wish to return, and a brief reason for the return. This information helps us to process your request quickly.
Obtain an RMA Number: Our customer service team will review your request and, if eligible, issue you a Return Merchandise Authorization (RMA) number. This number is essential for tracking your return. Returns sent without a valid RMA number clearly marked on the package will be rejected and returned to sender.
Package Your Items Securely: Carefully pack the item(s) in their original manufacturer's packaging. Include all manuals, accessories, and the original proof of purchase. Use appropriate outer packaging (e.g., a sturdy cardboard box) to protect the product during transit. Fill any empty spaces with packing material to prevent movement.
Label Your Package: Clearly write the provided RMA number on the outside of the shipping box. It is advisable to write it in a prominent location and also include your return address. Do not write on or deface the original product packaging.
Ship Your Return: Ship the package to the following address:
Gardenxus Returns
2983 Faye Rd
Jacksonville, FL 32226
We highly recommend using a reputable shipping carrier that provides both tracking information and shipping insurance. Gardenxus is not responsible for lost or damaged return shipments.
Return Shipping Costs: Unless the return is a direct result of our error (e.g., you received the wrong item, or the item was defective upon arrival), the customer is responsible for all return shipping costs.

4. Refunds & Processing

Upon receiving your returned item, our team will conduct a thorough inspection to ensure it meets our return eligibility criteria.

Inspection & Notification: Once the inspection is complete, we will send you an email notification confirming the receipt of your returned item. This notification will also inform you of the approval or rejection of your refund.
Refund Approval: If your return is approved, your refund will be processed promptly. A credit will automatically be applied to your original method of payment (e.g., credit card, PayPal, etc.). Please allow 5-10 business days for the refund to appear on your statement, as processing times can vary depending on your financial institution.
Partial Refunds:In certain situations, partial refunds may be granted (if applicable). This can occur if:
- Items are not in their original condition, are damaged, or missing parts for reasons not due to our error.
- Items are returned more than 30 days after delivery.
Original Shipping Costs: Please note that original shipping charges are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund, unless the return is due to our error.

5. Exchanges & Replacements

We are happy to assist with exchanges for items that arrive damaged, defective, or if you received the incorrect product.

Damaged or Defective Items: If you receive an item that is damaged or defective, please refer to Section 6: Damaged or Defective Items for detailed instructions. We will arrange for a replacement or a full refund at no additional cost to you.
Incorrect Item Received: If you received an item different from what you ordered, please contact us immediately. We will work swiftly to correct the error and send you the correct product.
Size/Model Exchange: If you wish to exchange an item for a different size, model, or color, please initiate a return for the original item (following Section 3) and place a new order for the desired item. This ensures you get the product you want quickly, subject to availability. Standard return shipping fees may apply.

6. Damaged or Defective Items Upon Arrival

It is crucial to inspect your order immediately upon delivery. If your garden equipment arrives damaged or appears to be defective, please follow these steps:

Report Immediately: You must contact Gardenxus customer service within 48 hours of delivery to report any damage or defects. Claims made outside this window may be denied.
Provide Evidence: When contacting us, please provide clear photographs or videos of the damaged item and its packaging. This documentation is vital for filing claims with shipping carriers and for our internal assessment.
Do Not Use: Do not attempt to use or repair the damaged/defective item, as this may void your eligibility for a return or exchange.
Await Instructions: Our team will provide specific instructions on how to proceed. This may involve returning the item, arranging for a pickup, or other solutions. In most cases of confirmed damage/defect, we will cover the return shipping costs.

7. Cancellations

If you need to cancel an order, please contact us as soon as possible.

Pre-Shipment Cancellations: Orders can be canceled without penalty if they have not yet been processed for shipment. A full refund will be issued.
Post-Shipment Cancellations: If an order has already shipped, it cannot be canceled. You will need to initiate a return (refer to Section 3) once you receive the item. Standard return policy terms and conditions will apply, including potential return shipping costs.

8. Manufacturer Warranties

Many of the garden equipment products we sell, especially larger items like lawn mowers, come with a manufacturer's warranty. This warranty covers defects in materials and workmanship directly from the manufacturer.

Direct with Manufacturer: After the initial 30-day return window, any issues related to defects or malfunctions are typically handled directly by the product's manufacturer under their warranty terms.
Assistance: While Gardenxus does not directly provide manufacturer warranty service, our customer service team can assist you in connecting with the appropriate manufacturer for warranty claims.

9. Contact Us

Our customer service team is here to assist you with any questions or concerns regarding our return policy or your recent purchase. Please feel free to reach out to us:

Phone: +1 850-990-2670 (Monday - Friday, 9:00 AM - 5:00 PM EST)
Email: [email protected] (We aim to respond within 24-48 business hours)
Mailing Address for General Inquiries (not returns): 2983 Faye Rd, Jacksonville, FL 32226

Last Updated: 2025