Refund policy

Return and Refund Policy – High Garden

At High Garden, we aim to ensure customer satisfaction while maintaining fairness due to the customized nature of our products. Please read our Return and Refund Policy carefully before making a purchase.

1. Return Requests

We accept returns and refunds under the conditions outlined below.

Before initiating any return, customers must:

  • Contact our team via phone call or WhatsApp
  • Clearly explain the reason for the return request

Returns will only be accepted upon confirmation from our team.

2. Return Process

If your return request is approved:

  • You are required to send the product back through:
    • A 3rd party courier service, or
    • Your preferred courier provider
  • The package must be sent to our factory address provided by our team.
  • Once the package is handed over to the courier:
    • You must share the tracking number with our staff member for verification.

3. Courier Charges

  • For defective or damaged products and incorrect items delivered:
    • High Garden will bear the courier charges.
  • For all other return reasons:
    • The customer is responsible for courier costs.

4. Conditions for Returns

To be eligible for a return:

  • The product must be in good condition
  • The product must not be used, damaged, or altered (unless reporting a defect)
  • The return must be initiated within a reasonable time after delivery

5. Refund Process

  • Refunds will be initiated only after:
    • We receive the returned product, and
    • The product is inspected and confirmed to be in acceptable condition
  • Once approved:
    • The refund will be processed within 48 hours

6. Refund Method

  • Refunds will not be made in cash
  • Customers must provide a valid Sri Lankan bank account

Please note:

  • Refunds will not be processed to foreign bank accounts

7. Scope of This Policy

This Return and Refund Policy applies only to purchases made through our website (e-commerce platform).

The following are not covered under this policy:

  • Customized orders
  • Orders placed via:
    • WhatsApp
    • Instagram
    • Facebook
    • Any other direct or offline channels

8. Important Notes

  • High Garden reserves the right to approve or reject return requests based on the conditions above.
  • Failure to follow the return process may result in rejection of the refund request.

9. Contact Us

For return and refund requests, please contact:

📧 Email: highgardensales@gmail.com
📞 Phone / WhatsApp: 0777 602 962