Our 30-day return period
You may request a return within 30 days after receiving your garden. Email support@GemFolia.com with your order number and the item you wish to return.
Contact us before sending a parcel so we can provide the return instructions and arrange seller-paid return shipping.
Preparing a return
Keep the garden, vessel and supplied components together. Use the original packaging where available, or suitable protective packaging that keeps the pieces secure.
Handle the vessel from its base. Do not force, dismantle or modify delicate parts to fit a parcel. Tell us if an item is damaged so we can advise on safe handling.
Return shipping and destination
GemFolia pays return shipping costs. Contact customer care for the shipping arrangement before paying for a return label yourself.
Return recipient: Andy. Address: No. 338, Ping Ha Road, Yuen Long, Hong Kong, China. Telephone: +852-2477332. This is our return destination; orders are dispatched from Weihai, Shandong, China.
Damaged, incorrect or missing items
If an item is damaged, incorrect or incomplete, email us with your order number and a description of the issue. Photographs can help us understand the problem, where taking them is safe and practical.
We will work with you on an appropriate resolution. Do not handle sharp broken pieces or discard evidence if it can safely be retained.
Refund timing
We process refunds within 5 business days after receiving the returned goods. Refunds are sent to the original payment method.
Your payment provider may require additional time before the credit appears in your account. Contact us if you need help identifying the refund.
Cancellations and exchanges
To request cancellation or a change, contact us promptly with your order number. If the parcel has already been dispatched, we will guide you through the return process.
Contact us if you would like a different garden so we can explain the available return and replacement options.
Your rights and support
These return arrangements are in addition to rights that apply to your purchase under mandatory consumer law. Nothing here removes remedies for defective, misdescribed or undelivered goods.
Questions about a return or refund may be sent to support@GemFolia.com.