Return & Refund Policy
Last Updated: September 10, 2021
Thank you for shopping with us. We want you to be satisfied with your purchase of our artificial trees, artificial plants, and related products.
This Return & Refund Policy explains when and how you may request a return, exchange, replacement, or refund.
1. Return Period
We accept eligible returns within 30 days of the date your order was delivered.
To be eligible for a return, you must contact us within the applicable return period and provide your order number and relevant information regarding the reason for the return.
Returns requested after the applicable return period may not be accepted unless otherwise required by applicable law.
2. Return Conditions
To be eligible for a return, the product should generally:
• Be unused or only minimally handled for inspection;**
• Be in its original condition;**
• Be clean and free from stains, odors, damage, or signs of misuse;
• Include the original packaging, labels, accessories, and other items included with the order where applicable;
• Not have been modified, installed, repaired, or damaged after delivery.
Artificial trees may contain flexible branches or foliage that require normal adjustment after unpacking. Minor differences caused by unpacking or arranging the branches will not necessarily qualify as a product defect.
We reserve the right to reject a return if the product does not meet the applicable return conditions.
3. Products Damaged During Delivery
If your order arrives damaged, please contact us as soon as possible after delivery.
Please provide:
• Your order number;
• A description of the damage;
• Clear photographs or videos of the damaged product;
• Photographs of the shipping package, outer carton, and shipping label, if applicable.
We may request additional information, photographs, or videos to investigate the issue.
If the damage occurred during shipping and the claim is approved, we may offer a replacement, repair, partial refund, full refund, or another appropriate solution depending on the circumstances.
4. Defective Products
If you receive a product with a manufacturing defect or a significant quality issue, please contact us promptly.
After reviewing the issue, we may provide one of the following solutions:
• Replacement of the defective product;
• Repair or replacement of the affected part, where appropriate;
• Refund of the purchase price;
• Partial refund, where appropriate;
• Another mutually agreed solution.
Normal variations in color, foliage density, branch arrangement, trunk texture, or appearance caused by manufacturing processes, handcrafted details, lighting, or photography are generally not considered manufacturing defects.
Normal wear and tear, accidental damage, misuse, improper installation, improper storage, or damage caused by the customer are generally not considered manufacturing defects.
5. Incorrect or Missing Items
If you receive an incorrect product, incorrect quantity, or an item is missing from your order, please contact us as soon as possible.
We will review the order and, where the issue is confirmed to be our error, provide an appropriate solution, which may include sending the correct product, sending the missing item, or issuing a refund.
6. Returns Due to Change of Mind
If you simply change your mind, order the wrong size, select the wrong style, or no longer need the product, you may request a return within the applicable return period, provided the product meets our return conditions.
Unless otherwise stated, the customer is responsible for the return shipping costs for returns that are not caused by a product defect, shipping damage, or an error on our part.
Original shipping charges may also be non-refundable, except where required by applicable law or where the return is caused by our error.
For large artificial trees or oversized products, return shipping may involve additional transportation or handling costs.
7. Customized and Made-to-Order Products
Because we offer customized artificial trees and plants, certain products may be manufactured according to customer-specific requirements.
Customized, personalized, made-to-order, or specially manufactured products are generally non-returnable and non-refundable unless the product is defective, damaged during delivery, or materially different from the specifications confirmed by the customer.
Before production begins, customers are responsible for confirming the final specifications, including size, shape, foliage density, trunk design, color, planter, materials, and other customization details.
Once production has started, cancellation or modification of customized orders may not be possible.
8. How to Request a Return
Before sending any product back, please contact us first.
Please provide:
Order Number: [Order Number]
Customer Name: [Name]
Product: [Product Name]
Reason for Return: [Reason]
Photos/Videos:If applicable
We will review your request and provide return instructions if the return is approved.
Please do not send products to an address other than the return address provided by us.
Returns sent without prior approval may be delayed or may not be accepted.
9. Return Shipping
For returns caused by:
• A confirmed product defect;
• Damage during delivery;
• Incorrect products shipped by us; or
• Other errors attributable to us,
we will generally provide an appropriate return shipping solution.
For returns due to customer preference, change of mind, incorrect selection, or other reasons not caused by us, the customer may be responsible for return shipping costs.
Return shipping costs may be deducted from the refund where applicable.
For oversized or large commercial artificial trees, additional return transportation or handling charges may apply.
10. Refunds
Once we receive and inspect the returned product, we will determine whether the return meets the requirements of this policy.
If your return is approved, the refund will generally be issued to the original payment method.
Depending on your payment provider or financial institution, it may take additional business days for the refund to appear in your account.
The actual processing time may vary depending on the payment method and financial institution.
Shipping charges, return shipping costs, customs duties, taxes, or other applicable charges may not be refundable unless required by applicable law or the return is caused by our error.
11. Partial Refunds
In certain circumstances, a partial refund may be offered instead of a full refund.
For example, this may apply where:
**• The product shows signs of use;
• The original packaging or accessories are missing;
• The product has minor damage;
• The product has been altered, installed, or modified;
• The product has been improperly handled or stored; or
• Other circumstances affect the resale value of the product.
Any partial refund will be determined based on the condition of the returned product and the circumstances of the return.
## 12. Exchanges and Replacements
If you would like to exchange a product for another size, style, color, model, or product, please contact us before returning the item.
Depending on product availability and the circumstances of the request, we may offer an exchange or recommend returning the original item and placing a new order.
Customized or made-to-order products may not be eligible for exchange unless otherwise agreed in writing.
13. Non-Returnable Items
Certain products may not be eligible for return, including but not limited to:
• Customized or personalized artificial trees or plants;
• Products made according to customer-specific specifications;
• Made-to-order or specially manufactured products;
• Products that have been installed, modified, repaired, or altered;
• Products damaged through misuse or improper handling;
• Products materially different from their original condition due to customer use;
• Products returned without prior authorization.
Where applicable law provides mandatory return rights, those rights will not be affected by this policy.
14. Refused or Undeliverable Packages
If a package is returned to us because the customer refused delivery, provided an incorrect or incomplete shipping address, failed to collect the package, or otherwise caused the delivery failure, the customer may be responsible for applicable return shipping, reshipping, storage, or other reasonable costs.
Any refund will be processed after the returned package is received and inspected.
15. Refunds for Promotional or Discounted Orders
If an order was purchased using a discount, promotion, coupon, bundle offer, or other special pricing, the refund amount may be calculated based on the actual amount paid for the returned product.
If a return causes the order to no longer qualify for a promotion or discount, the value of the discount may be deducted from the refund where permitted.
16. Order Cancellation
If you need to cancel an order, please contact us as soon as possible after placing the order.
We will make reasonable efforts to accommodate cancellation requests before the order enters production or is shipped.
For customized, personalized, or made-to-order products, cancellation may not be possible once production has started.
Once an order has been processed or shipped, cancellation may no longer be possible, and the customer may need to follow the applicable return procedure.
17. Commercial and Project Orders
For large-volume orders, customized artificial trees, hotel projects, shopping mall installations, restaurant projects, office projects, or other commercial orders, return and refund terms may be agreed separately before production.
Customers should confirm product specifications, quantities, dimensions, customization requirements, delivery arrangements, and other project details before placing an order.
Where a separate written agreement or quotation contains specific return or refund terms, those terms may apply to the relevant order.
18. Our Right to Update This Policy
We reserve the right to modify or update this Return & Refund Policy at any time.
Any changes will become effective when the revised policy is posted on this website.
The policy applicable to an order will generally be the policy in effect at the time the order was placed, subject to applicable law.
19. Contact Us
If you have questions about a return, refund, exchange, replacement, or customized order, please contact us using the information below.
Company Name: [GLENMI]
Email: [[supportglenmi@163.com]
Return Address: [Return Address]
Please include your order number in your communication so that we can process your request more efficiently.