Refund policy
| 30-Day Return Policy | Unused, in original packaging with proof of purchase. |
| EU 14-Day Cooling-Off Period | EU orders can be returned within 14 days. |
| Initiating a Return | Contact support@gardepro.com for return instructions. |
| Damages and Issues | Contact immediately for defective or incorrect items. |
| Unsolicited Returns | Not Accepted |
| Return Shipping Costs | Customer pays, exceptions for quality issues. |
| Refund Timeline | Aim to process refunds within 10 business days. |
1. 30-Day Return Policy
We have a 30-day return policy, which means you have 30 days from receiving your GardePro product to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
2. EU 14-Day Cooling-Off Period
Notwithstanding the above provisions, if GardePro products are shipped to the EU, you have the right to cancel or return your order within 14 days without giving any reason. Similar to the above provisions, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
3. How to Initiate a Return
To initiate a return, please contact us at support@gardepro.com. Please note that after you contact the customer service team, we will provide the return address.
4. Damages and Issues
Please inspect your GardePro order upon receipt. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately so that we can evaluate the issue and make it right.
5. Unsolicited Returns Not Accepted
Unsolicited returned items will not be accepted.
6. Return Shipping Costs
Return shipping costs are typically borne by the customer. We do not currently offer free returns, and customers need to prepay the return shipping. If the return is due to a quality issue with the item or our error, we will cover the return shipping cost.
7. Refund Timeline
Aside from processing time by banks or credit card companies, unforeseen factors (such as payment platform delays) may affect the refund timeline. We will do our best to process all refunds within 10 business days.
8. Handling Exceptional Situations
If the returned item is damaged or lost during shipping, please contact our customer service team immediately. We recommend using a tracking service and purchasing shipping insurance when returning items to prevent damage or loss.
9. Multi-Channel Purchase Handling
If you purchased GardePro products through third-party platforms (such as Amazon, eBay, etc.), the return and refund policies may differ. Please check the return policy of the purchase platform or contact our customer service team directly for assistance.
10. Contact Information and Business Hours
Our customer service team is available Monday to Sunday. You can contact us at support@gardepro.com, and we will respond to your message within 24 hours.
11. Update of Return Address
If there is a change in the return address, we will notify you of the latest return address via email or other means. Please ensure that you have the latest return information before returning an item.
12. Return Addresses
12.1 For Returns in the United States
Attn: leon-XHX-9212(GardePro)
Address: 110-20 Dunkirk Street
Postal code: NY 11412
City: Saint Albans
State: New York
Country: United States
12.2 For Returns in Europe
German Warehouse Return Address
Recipient: DZF International GmbH -- GardePro
Address: Hugo-Junkers-Str 7, 60386 Frankfurt, Germany
12.3 For Customers in Australia, Canada, and Other Remote Areas
If you need to return or exchange a camera, we recommend directly contacting the GardePro customer care team. We will discuss and provide appropriate solutions based on your situation.
13. Exchanges
The fastest way to get the desired item is to return your existing item. Once the return is accepted, you can make a separate purchase for the new GardePro product.
14. Refund Process
14.1 Return Notification and Inspection
After receiving and inspecting your GardePro return, we will notify you if the refund is approved. If approved, your refund will be processed within 10 business days. Please note that your bank or credit card company may take some time to process and post the refund.
14.2 Shipping Cost Refunds
If your refund includes the original order amount plus the shipping cost you prepaid for GardePro, and the total amount exceeds the original order amount, you need to provide your PayPal account information. We will refund the excess shipping cost to your provided PayPal account within 10 business days. For details, please refer to "Order Amount and Shipping Cost Refunds." If you do not receive a refund within 15 business days after we approve your GardePro refund, please contact us at support@gardepro.com.
15. Regional Refund Process
15.1 Europe and the United States
Return Approval: After your return request is approved, you can return the item to the provided warehouse address.
Shipping Cost Notification: After returning the item, please inform us of the shipping cost and the original invoice.
Refund Processing: We will process the refund based on the provided shipping cost and original invoice.
15.2 Canada, Australia, and Other Regions
Consultation Requirements: Before returning an item, please consult the GardePro customer service team.
Return Arrangements: After agreement, we will arrange the return according to the agreed terms.
Refund Processing: Refunds will be processed according to the agreed terms.
16. Special Instructions
16.1 Separate Shipping Cost Refunds
Automatic Processing: Once your refund request is approved and you provide the shipping cost and original invoice, the refund will be automatically processed to your original payment method within 10 business days.
16.2 Order Amount and Shipping Cost Refunds
Original Order Amount: The original order amount will be refunded via the payment method used in your original order.
Excess Shipping Cost: If the refund shipping cost exceeds your original order amount, please provide your PayPal account information. The excess shipping cost you paid will be refunded to your provided PayPal account within 10 business days.
17. Important Instructions
17.1 Bank or Credit Card Processing Time
Your bank or credit card company may take some time to process and post the refund.
17.2 Contact Support
If you do not receive a refund within 15 business days after we approve your GardePro shipping cost refund, please contact us.
To inquire about cooperating, please email: hi@gardepro.com
To contact customer service, please email: support@gardepro.com
Hong Kong Office Phone Number: +852-69946170
Shenzhen Office Phone Number: +86-19928703068
Hong Kong business address is: Rm 619b, 6/f, Fortune Comm. Bldg., 362 Sha Tsui Rd, Tsuen Wan, Nt, Hongkong
Shenzhen business address is: Summer Valley, Meisheng Chuanggu Science and Technology Innovation Park, No. 10 Longchang Road, Baoan District, Shenzhen City, Guangdong Province, China
17.3 Ensuring a Smooth Refund Process
We will ensure the refund process is completed smoothly and in compliance with the policies applicable to your region.
