Refund and Returns Policy – MAINSCAPE GARDEN

‌Effective Date: 17 October 2026‌

Welcome to the Refund and Returns Policy of MAINSCAPE GARDEN SUPPLIES LIMITED, applicable to all gardening tool purchases made through our official website www.mainscapegarden.com. As a small, plant-loving team rooted in the local gardening community, we are fully committed to delivering well-made, budget-friendly gardening tools that fit small patios, windowsills and backyard plots, and we want every gardener to be fully satisfied with the gear they get from us. This policy clearly defines all our terms related to product returns and refund processing, with an explicit core rule that we ‌do not support any request for sole “refund only” without returning the purchased items‌, to protect the legitimate interests of both our customers and our small business.

1. Core Rule: No Refund Only Requests Allowed

We strictly enforce the rule that all valid refund applications must be accompanied by the return of the corresponding physical gardening products you purchased from us. We will not process any application that requests a full or partial monetary refund while you keep the product for continued use. This rule applies to all our gardening product categories, including garden trowels, plant labels, pruning tools, watering cans, and all other items listed in our store.

The only narrow exceptions to this rule are extremely rare scenarios where the product is confirmed to be completely lost during transit with no possibility of delivery or recovery, and we have verified the formal loss proof document issued by our official logistics partner. Even under this scenario, we will provide you with two equal options for you to choose from: a brand new replacement of the same product with free priority shipping, or a full refund after confirming the product loss status. No sole refund request outside of this explicit exception scope will be approved.

We do not accept any partial refund requests that require you to keep the product while getting part of your payment back, unless we proactively offer you a proper discount compensation plan after confirming very minor, non-functional cosmetic defects on the product that do not affect normal use, which you voluntarily agree to accept.

2. Eligibility for Return

To ensure your return request can be processed smoothly, all returned items must meet the following eligibility criteria:

The return request must be submitted to us within 30 calendar days from the date you successfully sign for the delivery of your order.
The returned product must be in original, unused condition, with all original tags, packaging, accessories and accompanying parts intact. Products that have been assembled with irreversible damage, used for gardening work for a long period, or damaged due to improper user operation, fall outside the scope of eligible returns.
Custom engraved or personalized made-to-order products are not eligible for return, unless the products arrive with confirmed manufacturing defects or severe damage that affects normal use.

To submit a return application, you can contact our customer service team at lumiw@mainscapegarden.com, or call us at +64 22 417 1527 during our business hours. Our team will review your application and send you a formal return authorization guide within 2 working days. Returned items sent back without prior official return authorization will not be accepted by our warehouse team.

3. Return Shipping Responsibility

For return applications caused by confirmed product quality defects, shipping damage or our order fulfilment mistake that we sent you the wrong item, we will cover the full cost of the return shipping, and we will also arrange the resending shipping fee for the replacement product you request at no extra charge.

For return applications due to personal reasons such as you changed your mind about the product, selected the wrong size or model, or found the product does not fit your specific usage scenario, you will be responsible for covering the full return shipping cost. The original shipping fee you paid when placing the order is non-refundable under these scenarios.

Please note that you need to keep the valid shipping receipt and tracking number after you send back the returned item, and share this information with our customer service team, so that we can track your returned package in time.

4. Processing Timeline After We Receive Your Return

Once our warehouse team receives and verifies your returned item meets all the return eligibility requirements, we will complete the inspection process within 3 to 5 working days. After the inspection is approved:

If you choose to get an exchange for the same product or swap for a different eligible product, our team will arrange the shipment of the new item within 2 working days, and send you the new tracking number via email for your reference.
If you are eligible for a refund after returning the item, we will initiate the refund operation to your original payment method within 5 working days. The actual arrival time of the refund will depend on the processing speed of your payment service provider, which usually takes 3 to 10 additional working days.

5. Contact Information

If you have any questions or concerns about our Refund and Returns Policy, you can reach out to us at any time through the following methods:

Registered Address: C/O Ainger Tomlin Ltd, Level 1, Ainger Tomlin House, 136 Ilam Road, Ilam, Christchurch 8041
Email: lumiw@mainscapegarden.com
Phone: +64 22 417 1527

Our customer service team will respond to your enquiry as soon as possible, and work with you to find the most suitable solution for any issue you encounter with our gardening tools.