Return & Refund Policy

In line with our commitment to customer satisfaction, we will replace or exchange any damaged item. 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, please contact us first to create a RMA. Our experts will provide shipping address and other informations. 

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

• Vego Garden: 30 days after receiving items to request a return & refund with buyers shipping cost.  Must get prior approval of Vego Garden to start. Free part exchange due to shipping damage or manufacturer defect.
• Planta Greenhouses: Returns or cancellations must have the prior approval and must be for justifiable reasons. Please contact us first. A 25% restocking fee will be applied for orders canceled within 30 days after order and return. Return of merchandise will not be accepted if the order is older than 31 days. Customers have the responsibility for the return freight cost.  Free part exchange due to shipping damage or manufacturer defect.
• Solexx Customer: Return or Cancellation must to get approved by Solexx. 15% restocking fee will be apply, shipping cost is buyers responsibility. 
• Palram & Poly-Tex: Poly-Tex.inc will accept returns up to 30 days after purchase. Poly-Tex is not responsible for the return freight and 20% restocking fee will apply. Product must be un-used and in the original box. Free part exchange due to shipping damage or manufacturer defect.
• Riverstone: Returns or cancellations must have the prior approval and must be for justifiable reasons. Please contact us first. A 30% restocking fee will be applied for orders canceled within 15 days after order and return. All Products MUST BE returned with everything it came with, including original boxes, packing materials, manuals, blank warranty cards, and other accessories. Riverstone Industries Corporation reserves the right to refuse the return of incomplete Products. The customer is responsible for the cost of shipping returned items back. Free part exchange due to shipping damage or manufacturer defect.
• Exaco (Juwel, Aeroplus,Thermo, Janssens, Haklartherm): 20% restocking charge. Must in original package with good condition. and get approve from us prior return to warehouse. Buyer has responsibility for return shipping cost.  Free part exchange due to shipping damage or manufacturer defect.
• Jackery: 30 days return after purchase with original and un-open package. Pre-Paid shipping label available.
• Bio-Green: Return or exchange will accept 8 days after delivery date of the product. Inspect products for conformity and visible defects. Please contact us immediately if you see any damage or visible defects. Buyers are responsible for all shipping and 20% handling charges on returned items.

Always receive the delivery first and contact us with any questions. Customer has full responsibility for the potential result of this situation include but not limited to pick up the package in person from nearest location, the shipping cost, processing fee, and restocking fee will be deducted if customer request refund. DO NOT REFUSE ANY DELIVERY.

Order Cancellation

You can change and cancel your order after placing until we process it. Once we processing your order, 3% of non-refundable processing fee will apply if you request cancel the order. 

Refunds (if applicable)

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.

• Credit/Debit Card ( including Apply Pay,Google Pay and PayPal)

If you are approved, then your refund will be processed, and credits after deduction of restocking fee and 3% of non-refundable processing fee will automatically be applied to your card within a certain amount of days. (up to 10 business days).

• PayPal Credit/Balance

If you are approved and refund processed, the credits after deduction of restocking fee and 3% of non-refundable processing fee will show to your PayPal account within 5-7 business days.

• Bread Pay

We will send customers separate invoice for restocking fee to pay, after paid, the full amount of credit will go back to Bread account within 5-7 business days. The loan should indicate "Closed/Refunded/Canceled" subject to banks name.

• Affirm

We will send customers separate invoice for restocking fee and 3% of non-refundable processing fee to pay, after paid, the full amount of credit will go back to Bread account within 5-7 business days. The loan should indicate "Closed/Refunded/Canceled" subject to banks name

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@divetogarden.com.

Exchanges (if applicable)

If you need to exchange it for a new item, send us an email at info@divetogarden.com and request the shipping label. You have a responsibility to pay the shipping costs if the exchange is not caused by our fault. If you need to exchange the damaged item, follow the rule above to get a shipping label, we will cover the cost.

Defective or Missing Parts

Contact us for further assistance within 5 days of delivery and 2 days after pickup from terminal if appilicable. 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Return Shipping
You will be responsible for paying for your own 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.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Replacement Request Approval for Missing/Undelivered Small Parcel Cases

Policy Overview:
Replacement requests for cases reporting non-receipt or loss of small parcels will be subject to approval based on the conclusive results of the carrier's final investigation.

This policy underscores our dedication to fair and thorough assessments, ensuring that the resolution aligns with our commitment to customer satisfaction.

Decision Criteria:
The approval or denial of replacement requests will be based solely on the final and conclusive results of the carrier's investigation. This approach ensures objectivity and fairness in our resolution process.

Disclaimer
DivetoGarden.com is not liable for consequential or other damages including but not limited to personal injury, damage, loss, or any other expense directly or indirectly arising from the use of, or inability to use, the products we offer either separately or in combination with other products. We assume no responsibility for failure due to improper installation. All other warranties expressed or implied, whether oral or written, including but not limited to warranties for fitness or merchantability for a particular purpose are expressly excluded

 

Updated: 03/06/2024