I. Warranty Policy (1-Year Limited Warranty)
Our products come with a 1-year limited warranty, effective from the date you receive the goods. During this period, if your product experiences any quality defects due to workmanship or material issues, we will provide free repair, replacement, or refund services. Specific warranty coverage and conditions are as follows:
Warranty Scope:
Product Quality Issues:
Under normal use conditions, the product may malfunction, experience functional failures, or have workmanship problems (such as cracks, defects, damage, etc.).
All parts and accessories, if found to have manufacturing defects or functional problems, will be replaced or repaired according to the actual situation.
Casees Not Covered by Warranty:
1. Normal Wear and Tear:
Normal wear and tear or natural aging due to increased use is not covered by the warranty. For example, wear and tear on the product's surface coating, color changes, or other non-functional wear.
2. Damage Caused by Human Error:
Damage caused by improper use, incorrect installation, accidental damage, fire, flood, or other force majeure events will not be covered by the warranty.
3. Inappropriate Use Conditions:
For example, damage caused by using the product in an unsuitable environment, exceeding the recommended load, or exceeding temperature or humidity limits is not covered under warranty.
4. Third-Party Repair or Modification:
If the product is repaired or modified by a third party, the warranty will immediately expire.
Warranty Service Process:
1. Apply for Warranty:
If your product has a problem and meets the warranty conditions, please contact our customer service team via email Support@thealyngardens.com. Please provide proof of purchase and a detailed description of the problem, and if necessary, photos or videos of the product.
2. Return the Product:
After confirming your warranty application, you will receive a return address and relevant return instructions. Please pack the product as required and return it via a trackable method. If the product meets the warranty conditions, we will provide free repair or replacement.
3. Repair or Replacement:
If your product can be repaired, we will complete the repair for you as soon as possible. If it cannot be repaired, we will provide you with a replacement of the same product.
4. Refund:
If repair or replacement is not feasible, we will provide a refund after determining that the product cannot be repaired. The refund amount will be returned to the original payment method.
Important Notes:
Product returns and exchanges within the warranty period must be made under warranty conditions, and all returned products must be processed through customer service. Unauthorized returns will not be accepted.
After the warranty period expires, any repair or replacement services will be charged according to the specific circumstances.
II. Return, Refund, or Exchange Policy:
Reason for return is as follows:
1. Damage during shipping:
If you receive a product damaged or missing accessories during shipping, please take clear photos of the product before opening the package and compare them with the accessory images on the product page to confirm whether any parts are missing or damaged. You can report these issues to us, and we will provide replacements or resend the relevant accessories based on your photos and feedback.
2. Product quality issues:
If you find that the product exhibits abnormal deformation or malfunction under reasonable storage and use conditions, please take photos or videos and send them to our customer service team. We will provide an appropriate solution based on the materials you provide. Please note that normal wear and tear, consumables, and damage caused by human error are not eligible for return.
3. Discrepancy with Description:
If the size, color, style, material, weight, or appearance of the item you receive differs significantly from the images or text description displayed on the website, you may request a return unconditionally.
4. Purchase Error:
If you purchased an item that does not meet your personal needs due to an incorrect selection or accidental click when placing your order. For example, purchasing the wrong size, color, or style, or a product that is not intended for use, you may request a return unconditionally.
Return, Refund, or Exchange Requirements:
Before requesting a return, refund, or exchange, please ensure that the product is unused, uninstalled, and undamaged (excluding damage during shipping). All returned goods will be inspected in our warehouse. If the goods do not meet the return conditions, we reserve the right to refuse the return or refund.
For returns or refunds not due to product quality issues, we will charge a 20% handling fee. Return shipping costs are borne by the customer.
If you receive a defective, damaged, or incorrect item, we will replace it with the same item. If you need to exchange an item, please contact us within 14 days of receiving your order Support@thealyngardens.com.
Return Deadline:
Within 14 days of receiving your order.
Return Conditions:
Items must be returned in their original packaging and in unused condition. Returns may not be accepted if the packaging is damaged or the item has been used.
Refund Method and Processing Time:
All refunds will be processed within 1-2 business days after receiving and inspecting the returned item. You will receive a refund confirmation email informing you that the refund amount has been deducted from our account.
Refunds will be processed through the original payment method. For example, if you paid by credit card, the refund will be returned to your credit card account; if you used PayPal or other online payment tools, the refund will also be returned through the same channel.
Please note that depending on your chosen payment method and bank's refund policy, refunds may take an additional 5-15 business days to arrive. Typically, refunds will be completed within 1-3 weeks.
Special Note:
All returns and refunds must be processed by contacting Customer Service Support@thealyngardens.com. We will provide you with a return slip; unauthorized returns will not be accepted.
Order Cancellation:
If you need to cancel your order, the refund will be processed within 1-2 business days. You will receive a confirmation email informing you that the refund has been completed. Depending on your payment method and bank's refund policy, refund processing time is typically 5-15 business days. In individual cases, refund processing time may be longer, so the entire process from refund to funds arriving in your account usually takes 1-3 weeks.
Customer Support:
For any questions or assistance, please feel free to contact our customer service team: Support@thealyngardens.com. We will do our best to resolve your issues.