Returns and Refunds

Starting January 2022, we require that all our customers record the unboxing of each delivery and share the video with us at the time of making an exchange/return request. This small step can help us make sure your order receives the proper care and service even after delivery.
  • When you are ready to open your delivered package, please begin recording a video on your mobile phone or camera.
  • Open the package in full view of the camera.
  • Please make sure the package and its contents are visible and in focus throughout.
  • Please examine the contents of your package carefully while they are on camera.
  • Even if you notice no issues at the time of unboxing, this video must be shared with us.
  • If you notice any issue only during use, please capture it on video. We will require both the unboxing video and the usage video in such cases.
  • At the time of making an exchange/return request via email, please attach the video files to your email. You can also file sharing services such as Dropbox, Google Drive, WeTransfer and share a link to your video in the email.
  • To initiate an exchange, return, or refund request, email within 48 hours of receiving the order.
Before you decide to make a request, please do take the following into consideration:
1. Certain products are handmade from natural materials like jute, cotton, cane, artisans across the country. Hence, there may be minor imperfections in the product. We consider these imperfections part of the beauty of handmade products.
2. The item should not have been purchased on sale.
3. The product should be in the same condition as when you received it and must have the original packaging.
4. Discontinued items, seeds, and soil mix cannot be returned or exchanged due to practical and safety concerns.

When sending the email, please ensure the following details are provided:
1. The subject line of the email should mention:
“Return Request for Order <Order ID> <Your Full Name>”
e.g.: Return Request for Order 1234 Rahul Sharma
2. Please mention the reason for the return request and the date of delivery in the body of the email.
3. Please attach the unboxing video of the product to with the email to support your reason. Upon receiving your request, Garden Up will assess your video and inform you if your request has been approved. You may expect a confirmatory email within 3 working days from the time of the request. If your request has been approved, you will receive instructions on how to return
the product to us. Please note that Garden Up does NOT provide pickup services for return-exchange products at this time.

Garden Up Store will accept exchange of an item only if the following conditions are met:
1. You have applied for the exchange of the item received within 48 hours of
receiving the product.
2. You have sent the return shipping details (tracking ID) to us within 3 working
days once your request is approved.
3. The product should be sent back to us (address will be provided at the time of
approval email) and only after receiving it, we will reship the required product (
subject to availability)
4. The tags on the product should be intact.
5. The product should be unused, unwashed and in undamaged condition.
6. Exchanges can be approved for an order only once.
7. Please make sure you retain the courier receipt/label used to send the product to our warehouse (address will be given at the time of the approval email)
8. The usual time of dispatch of item exchange order is 2-3 Business Days after we receive your product at our warehouse (subject to availability)
9. You will receive an email with a tracking link once your exchange order has been dispatched from our warehouse.
10. We do not provide reverse pick-ups.
11. Garden Up; Store reserves the right to reject any exchange request if any of the above conditions are not met.
Note: Products on sale/ promotions will not be eligible for exchange.