The Garden Gates Return Policy
RETURNING IN-STOCK ITEMS
If you need to return or exchange an item purchased within the last 30 days, you will need to request a Return Authorization (RA) number.
Login to your Garden Gates account and locate your order number
Verify that the contact information is correct, check if the item is to be returned or replaced and be sure to include a reason for the return or exchange.
Email firstname.lastname@example.org with the necessary information for return.
We will review your request for return and email an RA number and instructions for returning the item if the item is eligible for return. If you were not signed into your account when the order was placed, you will need to call 1-877-780-66991-877-780-6699
or email email@example.com to get your RA#. Please let us know your reason for return/exchange and have your order number ready.
ELIGIBLE ITEMS FOR RETURN
Items must be returned in their original packaging in unused condition. Soiled/used items will be refused and returned to you at your expense. Returns on eligible items that are not defective will incur at least a 25% restocking fee or exchanged for an item of equal or lesser value. Refunds are issued in the original payment form and price, less shipping and handling, re-stocking fees, gift-wrap and return shipping charges. Standard shipping charges will apply for all "free shipped" non-defective items. Orders that are cancelled once the order has shipped and while the order is still in transit to customer are subject to a restocking fee, and customer is responsible for all shipping fees.
ELIGIBLE ITEMS FOR RETURN THAT HAVE BEEN UNUSED, REMAIN IN ORIGINAL PACKAGING, THAT ARE NOT MADE TO ORDER, CUSTOM OR PERSONALIZED
Furniture, bedding and lighting are eligible for return or exchange as long as these items have never been opened or used in any way. Bedding must remain in original packing, be from our quick ship program or already in stock for it to be returned. Bedding that has been made to order or customized in any way is never eligible for return.
Any living plants, including but not limited to Christmas trees, orchids, air plants and terrariums may not be returned.
All original art is eligible for return as long as the art was not custom made or done on commission.
Holiday decor, edibles, and one time use items are not returnable.
Final sale, such as on sale items, made to order items and trunk show items are not eligible for return or exchange.
Select brands including but not limited to the following are returnable when unused, in original packaging and you contact a representative for a Return Authorization number.
Final sale items are not eligible for return or exchange. This includes but is not limited to trunk show items, discounted items and custom ordered items. Standard shipping rates apply to all Final Sale items.
For holiday purchases made from December 1st to December 24th, The Garden Gates offers an extended return and exchange policy until the end of that following January. All policies on finals sale items, non-returnable brands and Bella Notte Linens still apply.
Perishable items including but not limited to Christmas trees, wreaths, poinsettias and any edible items are not eligible for return. Any items that are for Christmas use only or that are holiday themed, such as ornaments, stockings, ribbon and so forth are final sale items also.
Custom items, monogrammed or personalized items, and any item that is made to order, including furniture, bedding, lighting and rugs are not returnable or refundable. Outdoor products which are stained or painted to order from Capital Garden, Campania International and Henri Studios are considered custom orders.
You have 24 hours from the time the order was placed to cancel a custom order and to have the amount refunded to your credit card, excluding Bella Notte Linens orders which are always final sale. After 24 hours custom orders are non-refundable.
When receiving freight items such as furniture and outdoor decor, please inspect all packages carefully for any damage that may have occurred in transit. Claims against damaged items must be made within 3 business days, after 3 business days claims will not be accepted and are unable to be returned. For specific products’ policies, please see to our vendor warranties.
If custom furniture does not meet ordered specifications, please contact The Garden Gates immediately to have items replaced or reshipped.
The Garden Gates does everything in our power to guarantee a speedy and safe delivery of your products and special orders. We try our best to make sure that everything is processed and on its way within 7-15 business days; however, there may be circumstances out of our control that will affect this. Some brands, including Bella Notte Linens, require a 6-8 week production time until products ship. We welcome inquiries into delivery estimations and provide our customers with tracking information.
If a shipment is refused by the customer, the customer will be charged for any and all shipping and freight charges, including those incurred to ship the item to the customer as well as the return shipping or freight.
When you receive your order, make sure to inspect the outer package for any damages as soon as it arrives. If there are any damages upon opening your shipment, please take notes and pictures so that you can provide us with all pertinent details.
Our Shipping Damage Report will conveniently help you send your claim to us so that we can process it as quickly as possible. You will find the link to this form at the bottom right hand side of any page on our website. From there, please enter your order number or email address. Your order will show up on the screen with all of your order details. Double check them to make sure they are correct.
Upload the file of a picture that best represents the damage of your product and provide any helpful information in the description section. If the outside of the package was noticeably damaged, did you tell the delivery person when it arrived? Does the damage look related to shipping, or does it appear product related? Does the entire item need to be replaced or just a part? Please let us know any details that will help us to best serve you.
Once your report has been submitted, a customer service representative will begin processing your damage report and will contact you with further details.
The Garden Gates reserves the right to repair or replace damaged items at its sole discretion. Determination of what warrants a repair or a replacement is on a case by case basis. The Garden Gates' trained staff has the knowledge to decide how a damaged product will be repaired based on extent of damage, item availability and so forth. The Garden Gates has the right to request pictures of the item, packaging and any other relevant images. Failure to provide adequate images or timely notification of damage may void any repair or replacement measures.
During the life of your product, you may find an abnormality or run into a rare issue that is covered by warranty. Although uncommon, it is important for us to be notified of any problems immediately so that we can determine the nature of the issue. Warranties often cover repair or replacement but within very specific time frames, and we want to make sure that your warranty does not expire before it’s too late.
Our Warranty Center was designed to help you easily pull up your order information, upload a picture of the issue or damage and to write a detailed description of it as well. Start by entering your order number or email address, and your order overview will show up on the details screen. From there you can upload a picture and send us a description of the problem. Be sure to let us know when you started to experience the problem and exactly what area of the product is affected and how.
Once your warranty report has been submitted, a customer service representative will begin processing it and will contact you with further details.
By accessing or using any part of the site, you accept, without limitation or qualification, these terms. If you do not agree with all of the terms set forth on the site, you may not use any portion of the site. Price and policy information found on this site is subject to change without notice. The Garden Gates reserves the right to change these terms and conditions of use at any time without notice.