Return Policy

Policy Overview

Scentwratelier provides professional landscape design services. Due to the custom nature of our services, returns and refunds are handled on a case-by-case basis. This policy outlines the general guidelines for returns, refunds, and cancellations related to our landscape design services.

This Return Policy complies with applicable consumer protection laws and regulations, including state and federal requirements where we operate.

Return Period

The return period varies depending on the type of service or product:

  • Design Services: Design work is generally non-refundable once completed and delivered. However, you may request revisions within 14 days of delivery if you are not satisfied with the initial design.
  • Uninstalled Materials: Materials that have not been installed may be returned within 7 days of purchase, provided they are in original condition and packaging.
  • Plants: Plants that have not been installed may be returned within 3 days of purchase, provided they are in healthy condition and original containers.
  • Installation Services: Installation work that has begun is generally non-refundable, but concerns about quality may be addressed through repairs or corrections.

Return periods may be extended for items covered under warranty. See the Warranty Coverage section below for details.

Design Services

Once landscape design work has been completed and delivered, design fees are generally non-refundable as they represent custom creative work tailored to your specific project. However, if you are not satisfied with our design work, please contact us within 14 days of delivery to discuss potential revisions or adjustments.

Return Conditions

To be eligible for a return, items must meet the following conditions:

  • Return must be requested within the applicable return period
  • Items must be in original, unused condition with all original packaging and tags
  • You must provide proof of purchase, such as an invoice or receipt
  • Items must not have been installed or used
  • Items must show no signs of damage, wear, or deterioration

A restocking fee of up to 20% may apply to returned items, depending on the type and condition of the items returned. This fee covers handling, inspection, and restocking costs.

Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return:

  • Defective or Damaged Items: We will cover the cost of return shipping for items that are defective, damaged, or incorrect due to our error
  • Change of Mind or Buyer's Remorse: You are responsible for return shipping costs if you simply change your mind or no longer want the items
  • For local customers, we may offer pickup service for returns, subject to availability and scheduling

All returns must be shipped using a trackable shipping method. We recommend using insured shipping for valuable items. We are not responsible for items lost or damaged during return shipping if you choose an uninsured shipping method.

Return Process

To initiate a return, please follow these steps:

  1. Contact us within the applicable return period using the contact information provided below to request a return authorization
  2. We will review your request and, if approved, provide you with a Return Authorization (RA) number and return instructions
  3. Package the items securely in their original packaging, if available, and include all accessories and documentation
  4. Include a copy of your proof of purchase and the RA number with the returned items
  5. Ship the items to the address provided in the return instructions using a trackable shipping method
  6. Once we receive the items, we will inspect them to confirm they meet return conditions
  7. If approved, we will process your refund or exchange within 14 business days

The entire return process typically takes 14-21 business days from the time we receive the returned items, depending on inspection and processing time.

Non-Returnable Items

The following items and services are generally non-returnable and non-refundable:

  • Completed design work and design consultations, once delivered
  • Plants, materials, or products that have been installed or used
  • Perishable items such as plants that show signs of deterioration or damage due to improper care
  • Custom-ordered or specially-made items that cannot be resold
  • Completed installation work, except as covered by warranty
  • Gift cards or promotional certificates, once issued
  • Items marked as "Final Sale" or "Non-Returnable" at the time of purchase

Exceptions may apply for items that are defective, damaged, or incorrect due to our error, or as required by applicable consumer protection laws.

Plants and Materials

Plants and materials that have been installed as part of a landscape project are generally not returnable due to the custom nature of installation and the perishable nature of plants. However, if plants fail to establish due to defects or installation issues covered by our warranty, we will replace them in accordance with our warranty terms.

For uninstalled materials that have not been used, returns may be accepted within 7 days of purchase, provided the items are in their original condition and packaging. A restocking fee may apply.

Installation Services

Installation services are custom work performed on your property and are generally non-refundable once work has begun. However, if you are not satisfied with the quality of installation work, please contact us immediately to discuss resolution options, which may include repairs or corrections.

Cancellation Policy

You may cancel a service or order under the following circumstances:

Before Work Begins

If you cancel before any work has begun:

  • You may be eligible for a full refund of deposits or payments, minus any non-refundable consultation or design fees specified in your service agreement
  • Cancellation must be made with at least 48 hours' advance notice before the scheduled start date
  • If materials have already been ordered, you may be responsible for materials costs unless we can cancel the order without penalty

After Work Begins

If you cancel after work has begun:

  • You will be charged for all work completed up to the cancellation date
  • You will be charged for all materials ordered and used in the project
  • Any remaining balance after deducting completed work and materials will be refunded
  • Cancellation terms may vary based on your specific service agreement

Cancellation Process

To cancel a service or order:

  1. Contact us immediately using the contact information provided below
  2. Provide your order number, service agreement number, or other identifying information
  3. We will verify the cancellation and calculate any applicable fees or refunds
  4. Cancellation will be confirmed in writing, including details of any refunds or remaining charges

Warranty Coverage

Our landscape installations are covered by warranties as specified in individual service agreements. Warranty coverage typically includes replacement of plants that fail to establish due to defects or installation issues. Warranty terms and conditions will be detailed in your project contract.

Refund Procedure

Refunds are issued only after we have received and inspected returned items, or after cancellation is confirmed. The refund amount will be calculated as follows:

Refund Calculation

  • Original purchase price or service fee
  • Minus any applicable deductions, including:
    • Restocking fees (up to 20% for materials)
    • Costs for work already completed
    • Costs for materials ordered and used
    • Return shipping costs (if applicable and not covered by us)
    • Any non-refundable fees specified in your service agreement

Refund Processing

Once a refund is approved:

  1. Refund will be authorized within 3-5 business days after approval
  2. Refund will be processed to your original payment method within 14 business days
  3. You will receive email confirmation once the refund has been processed
  4. Additional processing time may be required by your financial institution (typically 3-10 business days)

Refunds are issued to the original payment method used for the purchase. If the original payment method is no longer available, please contact us to arrange an alternative refund method.

Partial refunds may be issued for items that are returned in less than perfect condition, with deductions based on the condition of the returned items.

General Legal Requirements

This Return Policy is designed to comply with applicable consumer protection laws, including:

  • State consumer protection laws in Florida and other states where we operate
  • Federal regulations governing consumer transactions
  • Distance selling regulations, where applicable

This policy does not affect your statutory rights as a consumer. You may have additional rights under applicable consumer protection laws that cannot be limited or excluded by this policy.

If you believe this policy does not comply with applicable law or violates your consumer rights, please contact us immediately. We are committed to resolving any concerns in a fair and lawful manner.

Disputes and Resolution

If you have concerns about our services, we encourage you to contact us directly to discuss the issue. We are committed to working with clients to resolve concerns and ensure satisfaction. Most issues can be resolved through communication and reasonable adjustments to the work.

Contact Us

For questions about returns, refunds, or to initiate a return request, please contact us:

Email: onlineY3mxs9K1m
Phone: +1 (239) 643-6124
Address: 12745 Livingston Rd, Naples, FL 34105, United States

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