Refund policy

Returns & Complaints

We want you to be happy with your purchase. If something isn't right, here's everything you need to know.

🔄 Returning an Item (Change of Mind)

If you've changed your mind, you have the right to return an item within 14 days of receiving your order, without giving a reason, as long as the item is unused and in its original condition.

To start a return, please contact us before sending anything back so we can guide you through the process.

📧support@gotogarden.com 📞 +49 1522 1070832

Return shipping costs in this case are covered by the customer.

⚠️ Faulty or Damaged Items (Warranty Claim)

We stand behind the quality of every product we sell. If your item arrives faulty, damaged, or not as described, you are entitled to a remedy.

What we guarantee:

  • The product matches its description, type, and quantity as listed
  • The product is fit for its intended purpose
  • The product meets the quality standards you would reasonably expect

What you can claim:

  • Repair or replacement of the faulty item
  • A proportional discount on the price
  • A full refund / cancellation of the order — in cases where repair or replacement is not possible, has been refused, would cause significant inconvenience, or where the same fault has occurred repeatedly

Please note: minor faults that don't affect the usability of the product do not automatically entitle you to cancel the order.

What is not covered:

  • Normal wear and tear from regular use (including battery capacity reduction)
  • Damage caused by incorrect use, failure to follow instructions, improper storage, or inadequate maintenance
  • Items sold at a reduced price where the discount was specifically due to a known defect
  • Color differences between on-screen display and the actual product — these are not considered defects

If a fault appears within one year of receiving your order, it is assumed the item was already defective at the time of delivery.

📋 How to Submit a Claim

  1. Contact us describing the issue and attaching photos if possible
  2. Send the item back — we'll provide instructions on how to do this with minimal hassle
  3. Include proof of purchase (order number, receipt, or invoice) along with a description of the fault and your preferred resolution

We aim to resolve all claims within 14 days of receiving them. You'll receive written confirmation once your claim has been processed. In disputed cases, we will respond within 3 business days with a decision on whether the claim is accepted.

❓ Not Sure Whether to Return or Claim?

Just get in touch and we'll help you figure out the best course of action. We're here to make things easy.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@gotogarden.com. Please note that returns will need to be sent to the following address: Address is sent by preferable contact method.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@gotogarden.com


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@gotogarden.com