Refund Policy

Thank you for shopping with Garden Pool. We value your satisfaction and want to ensure that your shopping experience with us is pleasant and transparent. Please read our Return & Refund Policy carefully before placing your order.

1. Eligibility for Returns

Due to the nature of live plants, returns are only accepted if:

• The product arrives damaged, defective, or incorrect; or
• The plant is dead on arrival.

Non-plant items (such as pots, planters, or accessories) may be returned within 14 days of delivery, provided they are unused, undamaged, and in their original packaging.

2. Non-Returnable Items

The following items are not eligible for return:

• Live plants that were delivered in good condition.
• Plants damaged due to improper care, neglect, or environmental conditions after delivery.
• Items purchased during promotions, discounts, or clearance sales.

3. Reporting a Problem

Customers must report any issue (damage, wrong item, or missing items) within 24 hours of delivery by contacting our customer support.

You may be asked to provide clear photos or videos showing the condition of the received product and packaging.

Claims made after 24 hours of delivery will not be eligible for replacement or refund.

4. Refund Process

Once your claim is verified and approved, refunds will be processed within 7–10 business days through the original payment method or as store credit, depending on your preference.

For Cash on Delivery (COD) orders, refunds will be issued via bank transfer or store credit only.

Delivery charges are non-refundable, except where the item was delivered damaged or incorrect.

5. Replacement Option

If eligible, we may offer a replacement instead of a refund for damaged or incorrect items.

Replacements will be processed and shipped at no additional cost to the customer.

6. Cancellation Policy

Orders can be cancelled within 12 hours of placement, provided they haven’t been shipped.

Once dispatched, orders cannot be cancelled or modified.

7. Contact Us

For return, refund, or replacement requests, please contact our support team:

Store Name: Garden Pool
Company Name: LAKE GARDEN LANDSCAPE L.L.C
License Number: 1039803
Support Email: info@gardenpool.ae
Phone Number: +971525332545
Business Hours: Monday–Friday | 8:00 AM – 5:00 PM
Business Address: Warsan 3 – Dubai – United Arab Emirates