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Our Commitment to Customer Satisfaction
At Nippon Gardening, we strive to provide high-quality products and excellent customer service. We understand that sometimes a product may not meet your expectations, and we're here to help.
Return Eligibility
You may return most unused and unopened items within 30 days of delivery for a full refund. Please note the following conditions:
- Items must be in their original packaging
- Live plants are only eligible for return if they arrive damaged or dead
- Customized or personalized items are not eligible for return
- Seasonal items may have different return policies, please check the product description
How to Initiate a Return
- Contact our customer service team at [email protected] or call (256) 327-9370
- Provide your order number and the reason for the return
- Our team will guide you through the return process and provide a return authorization number
- Package the item securely and include the return authorization number
- Ship the item to our return address in Nishinomiya, Japan (provided upon return approval)
Return Shipping
Customers are responsible for return shipping costs unless the item is defective or we made an error in your order. In these cases, we will cover the return shipping expenses.
Refund Process
Once we receive and inspect your return, we will process your refund within 5-7 business days. The refund will be credited to your original payment method.
Exceptions
For live plants that arrive damaged or dead, please contact us within 48 hours of delivery. We may request photos to process your claim more efficiently.
Exchanges
If you wish to exchange an item for a different size or color, please follow the return process and place a new order for the desired item.
Questions?
If you have any questions about our returns policy, please don't hesitate to contact us at [email protected] or call (256) 327-9370. Our customer service team is available to assist you Monday through Friday, 9:00 AM to 5:00 PM Japan Standard Time.