Return & Exchange Policy
To protect your shopping rights and interests, please inspect your items as soon as you receive them. If you have any questions, please feel free to contact us, and we will assist you as quickly as possible.
1. Return and Exchange Terms
In accordance with the reasonable exception provisions for communication transactions under the Consumer Protection Act, live plant items such as bulbs and plants are perishable goods and are not eligible for the 7-day cooling-off period.
If you notice any of the following issues upon receiving your order:
- Incorrect items received
- Incorrect quantities received
- Severe damage incurred during transit
- Obvious product defects
Please take photos or video recordings as proof within 24 hours of receipt and contact Enba Garden Customer Service immediately. We will assist you as soon as possible.
For non-perishable items eligible for return, please contact Customer Service within 7 days of receiving the product. Please provide your Name, Order Number, Contact Phone Number, Name of Item to Return, Reason for Return, and Photos. Our customer service team will assist you with the return or exchange process upon receiving your request.
2. Ineligible Situations for Return or Exchange
Returns or exchanges cannot be accepted under the following circumstances:
- Requests exceeding the 7-day cooling-off period, or items that have been unsealed and used.
- Live plants and flower bulbs, as they are perishable goods excluded from the 7-day cooling-off period.
- Damage caused by human factors (e.g., staining, destruction, wear, abrasion, scratching, or dirtiness).
- Items that have been planted, used, or altered.
- Natural variations not considered product defects (e.g., natural variations in bulb size, appearance, or growth conditions).
- Incomplete or damaged original packaging, or missing invoices, accessories, or parts.
- Malicious or bulk returns.
- Items submitted for exchange must be unused and free of human-caused damage, defects, or dirtiness; please retain all original packaging (including outer cartons), otherwise exchanges will not be accepted.
3. Return & Exchange Procedure
Return Process:
Contact Customer Service → Receive confirmation for return → Prepare the complete product along with the invoice → Provide pickup time, contact information, and address → The store’s designated logistics partner will pick up the item.
Exchange Process:
When both parties agree to an exchange, please process a return for the original order and place a new order on the website. The Company will issue or refund the price difference (if applicable); if there is no price difference, no additional financial handling will be required.
4. Refund Methods
Refunds will be processed according to the original payment method:
- Credit Card Payment: Refunds will be credited back to the original credit card account. Actual posting dates depend on the card-issuing bank's processing timeline.
- ATM / Bank Transfer: Refunds will be transferred directly to the bank account information you provide.
5. Customer Service Information
If you have any questions regarding products or orders, please contact Enba Garden Customer Service:
- Service Hours: Monday through Friday, 08:30–12:00, 13:00–17:30 (Closed on weekends and national holidays)
- Customer Service Email: service@enbagarden.com
- Official LINE: @enbagarden
- Customer Service Hotline: 0938-958377
