Refund Policy

REFUND, RETURN & EXCHANGE

- DAMAGED OR DEFECTIVE ITEMS

We accept return for the reason of defective products. For defective product, please provide proof of purchase (order number or email confirming purchase), the whole products are unused, in the original packaging and in the same condition they were received in. You should write in to us at support@kimgardens.com immediately, our support team will provide you with the details where necessary. Returned products will require us receiving confirmation at an offsite location before the new product can be processed to send out. Please consider carefully before placing the order.

All damaged products must be reported to us within same day of delivery. Please do not discard any product(s) or packaging until all shipping issues have been resolved. Please include the following in your message: photo or video of damaged product(s) or package, description of the damage, serial number.

- UNDELIVERED ITEMS

If your order status shows "delivered" but you have not received your order, please check with your friends and family who may have been home at the time of delivery. Do check around your house porch, mailbox and front door areas too. If you live in an apartment, please check with the leasing office as the parcel may have been kept there.

If you still are unable to locate using the methods above, please contact Kim Gardens customer service to file an "Item Not Received" claim immediately within same day you received courier notification. Once you have requested for a refund with the reason of "Item Not Received", Kim Gardens customer service will take 2 - 5 working days to verify your request and respond to the case.

Please note that they can either accept the refund directly or dispute your request. Upon verification, the refund will be auto-accepted and released to you (buyer) via your selected payment method. Should there be a dispute, Kim Gardens team will investigate the case and may send you an email to request for supporting documents.

Products purchased through resellers, retail partners, or other websites are ineligible for a refund through us. Please consult their returns policies for further information.

How do I return a Defective Items?

FOLLOW BELOW STEPS

STEP 1: Sample of template email for RETURN.

Email subject : Defective Return

ORDER NUMBER :
PRODUCT(s) NAME :
DEFECTIVE REASONS : Attach photo(s) and video(s) to support the defective part

STEP 2: Email to support@kimgardens.com

STEP 3: Upon verification with support team, you will receive the return information eg. Recipient, Address and Contact No.

*All items must be shipped back within 3-5 working days.

How do I report for the Undelivered Items?

FOLLOW BELOW STEPS

STEP 1: Sample of template email for UNDELIVERED.

Email subject : Item Not Received

ORDER NUMBER :
PRODUCT(s) NAME :

STEP 2: Email to support@kimgardens.com

STEP 3: Upon verification, you will receive the reply from support team.

WARRANTY REPLACEMENTS

Our products come with a 1 year warranty. To be eligible for a warranty replacement, the following criteria must be met:
You purchased the product within the last 1 year, you have proof of purchase (order number or email confirming purchase). If purchased through a reseller, retail partner, or other website, you must provide a copy of your original receipt.

Family Garden & Lite Garden

For Indoor Garden warranty queries, please contact our Support team via support@kimgardens.com. They will provide you with details where necessary. We cannot provide a warranty replacement for any damage caused by the user.

Accessories

Our accessories Eg Seeds, Plant Food, Soil Sponge are not carry any warranty.

***Please keep in mind that all of our products are intended for indoor use..

If you have any questions, please write in to use at support@kimgardens.com,
Kim Gardens' support team will respond within 48 hours during business week.