Last Updated:
At Wrexalonbrex, we are committed to ensuring your complete satisfaction with our garden products and landscaping services. This Return Policy outlines our procedures for returns, refunds, and exchanges. Please read this policy carefully before making a purchase.
1. General Return Policy
We want you to be completely happy with your purchase. If for any reason you are not satisfied with a product, you may return it within the timeframes specified below, subject to the conditions outlined in this policy.
Due to the living nature of plants and the custom nature of landscaping services, some items and services have specific return and refund policies as detailed in the sections below.
2. Plant Products
2.1 Live Plant Guarantee
We take great care in selecting and delivering healthy plants. Our live plant guarantee covers:
- Plants that arrive damaged or in poor condition
- Plants that fail to thrive within the first 14 days despite proper care
- Plants that are significantly different from the description or photo
2.2 Conditions for Plant Returns
To be eligible for a plant return or replacement:
- You must notify us within 48 hours of delivery for damaged plants
- You must provide photographs showing the condition of the plant
- You must have followed the care instructions provided with the plant
- Plants must not have been exposed to extreme conditions or neglect
2.3 What Is Not Covered
Our plant guarantee does not cover:
- Natural seasonal changes such as leaf drop or dormancy
- Damage caused by improper care, overwatering, or underwatering
- Damage from pests, frost, extreme heat, or other environmental factors
- Plants that have been repotted or transplanted incorrectly
- Normal variations in plant size, shape, or color
3. Garden Products and Supplies
3.1 Non-Plant Products
For containers, tools, soil, fertilizers, and other garden supplies:
- Returns accepted within 30 days of purchase
- Items must be unopened and in original packaging
- Original receipt or proof of purchase required
- Products must be in resalable condition
3.2 Non-Returnable Items
The following items cannot be returned:
- Custom-made or personalized products
- Opened bags of soil, mulch, or fertilizer
- Used or damaged items
- Items without original packaging
- Clearance or final sale items
4. Landscaping Services
4.1 Service Satisfaction Guarantee
We stand behind the quality of our landscaping work. If you are not satisfied with our service:
- Contact us within 7 days of service completion to discuss concerns
- We will assess the situation and work to resolve any issues
- Corrective work will be performed at no additional charge when appropriate
4.2 Service Cancellation Policy
For scheduled landscaping services:
- Cancellations made 72+ hours before scheduled service: Full refund of deposit
- Cancellations made 24-72 hours before service: 50% refund of deposit
- Cancellations made less than 24 hours before service: No refund of deposit
- Weather-related cancellations will be rescheduled at no additional cost
4.3 Project Deposits
For larger landscaping projects requiring deposits:
- Deposits are typically 25-50% of the total project cost
- Deposits cover material procurement and scheduling commitments
- Deposits for custom orders may be non-refundable once materials are ordered
- Final payment is due upon project completion
5. How to Request a Return or Refund
To initiate a return or refund request:
- Contact our customer service team by phone or email
- Provide your order number and purchase date
- Describe the reason for your return request
- Include photographs if applicable (especially for plant claims)
- Await confirmation and return instructions from our team
Please do not return items without first contacting us, as unauthorized returns may not be processed.
6. Refund Process
6.1 Refund Methods
Approved refunds will be processed to the original payment method:
- Credit card refunds: 5-10 business days to appear on statement
- Debit card refunds: 5-10 business days to appear in account
- Cash payments: Refund by check within 10 business days
- Store credit may be offered as an alternative in some cases
6.2 Partial Refunds
Partial refunds may be issued in the following situations:
- Items returned after the standard return period
- Items showing signs of use or wear
- Missing parts or accessories
- Items returned without original packaging
7. Exchanges
We offer exchanges for products within 30 days of purchase, subject to availability. To request an exchange:
- Contact our customer service team with your order details
- Specify the item you wish to receive in exchange
- Price differences will be charged or refunded accordingly
- Exchange items must meet the same conditions as returns
8. Shipping for Returns
Return shipping arrangements vary based on the reason for return:
- Defective or damaged items: We cover return shipping costs
- Incorrect items shipped: We cover return shipping costs
- Change of mind returns: Customer is responsible for return shipping
- Local pickups may be arranged for larger items
9. Warranty Information
Some products may come with manufacturer warranties separate from our return policy. Please refer to product documentation for specific warranty terms. Wrexalonbrex is not responsible for honoring third-party manufacturer warranties, though we will assist you in making warranty claims when possible.
10. Dispute Resolution
If you are unsatisfied with the resolution of a return or refund request:
- Request to speak with a supervisor or manager
- Provide all relevant documentation and correspondence
- We will review your case and provide a final determination
- Our goal is always to reach a fair resolution
11. Policy Updates
This Return Policy may be updated from time to time. Changes will be effective immediately upon posting on this page. The policy in effect at the time of your purchase will apply to that transaction. We encourage you to review this policy periodically.
12. Contact Us
For questions about our Return Policy or to initiate a return, please contact us:
Wrexalonbrex
44 Grand St, Brooklyn, NY 11249
Phone: +1 718-388-4440
Email: touch@wrexalonbrex.world
Customer service hours: Monday - Friday, 9:00 AM - 6:00 PM EST