When you invest in a custom planter box from our factory, you expect precision craftsmanship and durable materials. But what happens if your order arrives with a defect? We understand the frustration, so we have built a transparent, customer-friendly return policy designed to make things right quickly and without hassle.
First, know that every custom planter box undergoes a thorough quality inspection before shipping. However, rare manufacturing issues, hidden material flaws, or shipping damage can still occur. If your order arrives with a defect, our policy covers you fully.
What counts as a defect? We define a defect as any structural crack, broken joint, incorrect cut, severe surface blemish, or finish failure that is not caused by normal shipping wear or misuse. Cosmetic imperfections that do not affect function, like subtle wood grain variations, are not considered defects.
If you spot a problem, contact our support team within 30 days of delivery. Please provide your order number, a clear description of the defect, and at least two photos showing the issue from different angles. This helps us verify the problem quickly and prevents unnecessary return shipping.
Once we approve your claim, you have two options: a full refund or a free replacement. For a replacement, we will rebuild your custom planter box using the same specifications and ship it to you at no additional cost. For a refund, we will process the full amount back to your original payment method within five business days after the returned item reaches our factory.
We cover all return shipping costs for defective items. You do not need to pay for freight, packaging, or insurance. We will email you a prepaid return label and guide you on the safest way to package the planter box. Since custom products are built to your unique measurements and design, we do not offer returns for change-of-mind or incorrect sizing. But if the issue is our fault, we take full responsibility.
In rare cases where a defect is not visible until after assembly, you still have 30 days from delivery to report it. Our team will assess the situation and, if approved, provide either a partial credit or a replacement component, depending on the severity. We never ask you to bear the cost of fixing our mistake.
We also stand behind our work beyond the return window. Every custom planter box carries a one-year warranty against structural defects caused by materials or workmanship. If you discover a defect after 30 days but within that year, contact us and we will offer a repair or replacement at our expense, excluding shipping costs incurred after the initial return period.
Our goal is simple: make sure you love your custom planter box. With thousands of successful custom builds, defects are extremely rare, but we are always prepared to handle them honestly. Your trust matters more than any single order. If you have questions about our policy before placing an order, reach out to our customer service team—we will walk you through every step.
