Refund and Warranty Policies
1. Standard Warranty
Unlimited returns within the warranty period
① Transportation Damage:
If the product you receive is damaged or missing accessories during transportation, please take clear photos of the product before opening the package and compare them with the accessory image on the product page to check for any missing or damaged parts. 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 is abnormally deformed or malfunctioning under reasonable storage and use, please take photos or record videos and send them to our customer service team. We will provide you with a corresponding solution based on the submitted materials. Please note that normal wear and tear, consumables, and damage caused by human error are not covered under warranty.
2. Special Warranty (Limited Warranty Period)
Before requesting a return, refund, or exchange, please ensure that the product has not been used, installed, or damaged (excluding transportation damage). All returned goods will be inspected in the warehouse, and we reserve the right to refuse return or refund if the goods do not meet the return conditions.
① Returns and Refunds: For returns or refunds requested due to non-product quality issues, a 20% handling fee will be charged, and the return shipping cost will be borne by the customer.
Refund Method and Processing Time:
All refunds will be processed within 1-2 business days after receiving the returned goods and completing the review. You will receive a refund confirmation email stating that the refund amount has been deducted from our account.
Refunds will be returned via 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 the bank's refund policy, refunds may require an additional 5-15 business days to arrive. Typically, refunds are completed within 1-3 weeks.
Special Note:
All returns and refunds must be processed by contacting customer service at Support@thealyngardens.com. We will provide you with a return order; unauthorized returns will not be accepted.
② Exchanges: 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 at Support@thealyngardens.com within 14 days of receiving your order.
Exchange Requirements:
The item must be unused, in its original condition, and in its original packaging. After receiving and approving your exchange request, we will provide further instructions.
If the exchange is due to product quality issues or an incorrect item, we will cover the return shipping costs; if the exchange is due to personal reasons (such as dislike or unsuitability), the customer will be responsible for the return shipping costs.
③ 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, the refund processing time is usually 5-15 business days. In individual cases, the refund processing time may be longer, so the entire process from return to fund arrival usually takes 1-3 weeks.
Other Important Notes:
Handling Time for Shipping Damage and Quality Issues:
If you find any shipping damage or quality issues upon receiving the goods, please contact us as soon as possible. Generally, product issues will be resolved within 3-5 business days, and a replacement or refund will be provided depending on the circumstances.
Return Conditions:
Goods must be returned in their original condition and unused. Returns may not be accepted if the packaging is damaged or the goods have been used.
Customer Support:
For any questions or assistance, please feel free to contact our customer service team at Support@thealyngardens.com. We will do our best to resolve your issues.