Politique de remboursement

RETURNS & REFUNDS POLICY

CHANGE OF MIND RETURNS

We understand that sometimes you may change your mind about your purchase. You have 14 days after receiving your item to request a return for a refund only (no exchanges for change of mind returns).

Requirements for change of mind returns:

  • Item must be returned at your own cost
  • Item must be in the same condition as received (unused, with original packaging)
  • Must include receipt or proof of purchase
  • Must contact us first at sendgrass@gmail.com before returning

STANDARD RETURN POLICY

For all other returns (defects, damages, wrong items), we offer a 30-day return policy from the date you receive your item.

Eligibility requirements:

  • Item must be in the same condition as received
  • Unused and in original packaging
  • Must include receipt or proof of purchase
  • Must contact us first at sendgrass@gmail.com

Return process:

  1. Contact us at sendgrass@gmail.com to request a return
  2. We'll provide return instructions and specific return address
  3. For defective/damaged items, we'll provide a prepaid return label
  4. Items returned without prior authorization will not be accepted

Important: Return address details will be provided when you contact us to initiate your return.

DAMAGES AND ISSUES

Please inspect your order upon delivery and contact us immediately at sendgrass@gmail.com if:

  • Item is defective or damaged
  • You received the wrong item
  • Delivery was incomplete

We will evaluate the issue and make it right at no cost to you.

EXCEPTIONS / NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Perishable goods (including our grass products after 48 hours of delivery)
  • Custom or personalized items (including custom handwritten messages)
  • Personal care goods and beauty products
  • Hazardous materials, flammable liquids, or gases
  • Sale items and clearance products
  • Gift cards and digital products

Contact us at sendgrass@gmail.com if you have questions about your specific item.

EXCHANGES

We do not offer direct exchanges. To ensure you get what you want:

  1. Return your current item following our return process
  2. Once the return is accepted, place a new order
  3. This ensures faster processing and availability

JURISDICTION-SPECIFIC RIGHTS

European Union - 14 Day Cooling-Off Period

Under EU consumer protection law, you have the right to cancel or return your order within 14 days for any reason without justification.

  • Items must be returned in original condition
  • Return shipping costs are at your expense (unless item was defective)
  • We'll refund the full purchase price including original shipping costs

United Kingdom - Consumer Rights

Under UK Consumer Rights Act, you have 14 days to return items purchased online.

  • Right to refund for any reason within 14 days
  • Items must be returned in original condition
  • Return shipping at your expense (unless item was faulty)

Australia - Consumer Guarantees

Under Australian Consumer Law, you have rights for:

  • Major failures: Full refund, replacement, or compensation
  • Minor problems: Repair or replacement
  • Change of mind: Returns at retailer's discretion (our 14-day policy applies)

Canada - Consumer Protection

Provincial consumer protection laws may provide additional rights beyond our standard policy.

United States - State-Specific Rights

Some U.S. states provide additional consumer protection rights. Our policy meets or exceeds these requirements.

REFUNDS

Processing timeline:

  1. We'll inspect your return within 5 business days of receipt
  2. You'll be notified if your refund is approved
  3. Approved refunds are processed within 10 business days
  4. Bank/credit card processing may take additional time

Refund method:

  • Refunds are issued to your original payment method
  • Gift card refunds may be issued for certain circumstances
  • Original shipping costs are refunded only for defective/damaged items (except EU returns)

If your refund is delayed: Contact us at sendgrass@gmail.com if more than 15 business days have passed since we approved your return.

INTERNATIONAL CONSIDERATIONS

Customs and duties:

  • International customers are responsible for return shipping costs including customs fees
  • Original customs duties and taxes are non-refundable
  • We recommend using trackable shipping methods for returns

Currency:

  • Refunds are processed in the original currency of purchase
  • Exchange rate fluctuations may affect final refund amounts

CONTACT US

For all return and refund inquiries: Email: sendgrass@gmail.com

Include in your message:

  • Order number
  • Reason for return
  • Photos (if applicable for damage claims)