Return and Refund Policy

Welcome to The New Garden. Please read our return and refund policy carefully.

1. General Information

This Return and Refund Policy applies to purchases made at The New Garden, including artificial and natural plants (when applicable), pots, vases, home décor items and accessories.

If you have any questions at any time, please contact us at: support@thenewgarden.com.

2. Return Eligibility

To be eligible for a return, your item must meet all of the following conditions:

• Return request is made within 14 days from the delivery date.
• The item is unused, unwashed and in the same condition that you received it.
• The item is in its original packaging, including tags, labels, inserts and accessories.
• A proof of purchase is provided (order number, receipt or email confirmation).

3. Non-Returnable Items

The following items are generally not eligible for return or refund:

• Gift cards.
• Items marked as final sale or clearance.
• Customized or personalized items (for example, made-to-order arrangements or engraved pieces).
• Items that are damaged due to misuse, improper care or normal wear and tear.

4. Damaged or Incorrect Items

We do our best to ensure your plants, pots and décor arrive in perfect condition. If you receive a damaged, defective or incorrect item, please contact us within 7 days of delivery.

When contacting us, please include:

• Your full name and order number.
• A brief description of the issue.
• Clear photos of the item and the packaging (including the shipping label).

After reviewing your case, we may offer a replacement, store credit or refund, depending on availability and the nature of the issue.

5. How to Request a Return

To start a return, please follow these steps:

1. Contact us: Send an email to support@thenewgarden.com with your order number and the items you wish to return.
2. Wait for approval: Our team will review your request and send you instructions on how and where to send your package if your return is approved.
3. Ship your item: Pack the item securely in its original packaging (if possible) and follow the return instructions provided by our team.

Please do not send your items back without first contacting us and receiving return instructions, as unauthorized returns may not be accepted or processed.

6. Return Shipping Costs

Unless your return is due to an error on our part (such as a wrong or defective item), you will be responsible for the cost of return shipping.

We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

7. Refunds

Once your return is received and inspected, we will notify you by email whether your refund has been approved or rejected.

If approved, your refund will be:

• Processed to the original method of payment.
• Issued within a reasonable number of business days after approval (processing time may vary depending on your bank or card issuer).

Please note that original shipping fees (if any) are typically non-refundable, unless the return is due to our error.

8. Exchanges

We currently do not offer direct item-to-item exchanges through the website. If you would like a different product (for example, another pot color or style of décor), please:

• Request a return and refund for the original item, and
• Place a new order for the item you would like instead.

9. Late or Missing Refunds

If you have not received your refund yet, please:

• Check your bank account or card statement again.
• Contact your credit card company or bank, as it may take some time before your refund is officially posted.
• If you have done all of this and still have not received your refund, please contact us at support@thenewgarden.com.

10. Contact Us

For any questions regarding this Return and Refund Policy, your order, or our products (plants, pots and décor), you can reach us at:

The New Garden
Email: support@thenewgarden.com

By placing an order with The New Garden, you agree to this Return and Refund Policy.