Refund and Returns Policy

Effective Date: October 2, 2026

This Refund and Returns Policy is formulated and implemented by FLO GARDEN TOOLS & FACILITIES PTY. LTD., the operator of the e-commerce website hosted at www.flogardentools.com. This policy clearly outlines all standardized terms and processes for product returns, exchange, and refund requests for all purchases made through our official platform, to ensure a fair, transparent, and consistent shopping experience for every home gardener who shops for our curated garden tools and equipment. Our core commitment is to deliver durable, high-quality gardening gear that helps you turn your little balcony or backyard into a lush, relaxing green paradise, and we have designed this policy to protect the legitimate rights of both our valued customers and our business operations. Our official contact details for all return and refund related inquiries are as follows: contact email [email protected], contact phone number +61 469 248 348, and physical operations address at Unit 4, 46–48 Whyalla Place, Prestons NSW 2170, Australia.

1. Core Non-Negotiable Rule: No Standalone Refund Requests Accepted

The most critical term of this policy that all customers must acknowledge is: we strictly do not support any pure, product-return-absent only-refund requests under any circumstances. We will never process a refund application where the customer keeps the purchased product in full, no matter the stated reason for the request. All refund-eligible claims must be paired with the customer’s return of the corresponding product to our designated warehouse, except for scenarios explicitly defined in the subsequent “Damaged or Lost Shipment” section of this policy. This rule is put in place to ensure fair operations for all members of our home gardener community, maintain reasonable pricing for all of our top-loved gear that every home gardener adds to their cart right now, and prevent improper policy misuse that would harm the shopping experience for every other user on our platform.

2. Eligibility Criteria for Valid Return Requests

To submit a valid return application, your request must meet all of the following criteria:

  1. You must submit your return request within 30 calendar days from the date that you successfully sign for and receive your ordered garden product. Any request submitted after this 30-day window will not be approved for return processing.
  2. The product you intend to return must be kept in original, unused, undamaged condition, with all original factory packaging, user manuals, included accessories, and free bundled gifts fully intact and not discarded. Products that show signs of installation, partial usage, man-made scratches, improper maintenance damage, or modifications made after delivery are not eligible for return.
  3. You must provide valid supporting materials for your return reason, including clear photos or short videos of the product, packaging, and any claimed defects, to help our after-sales team verify your request quickly.

Products that are excluded from return eligibility include custom-made gardening tools that are customized to your personal specifications, clearance sale items that are marked as final non-returnable on the product detail page, and consumable gardening supplies such as seeds, fertilizer, and plant protection agents that are sealed for hygiene purposes.

3. Approved Return Workflow

Once your return request is verified and approved by our after-sales support team, you will receive a formal notification via your registered email address with our designated return shipping address. You are required to ship the product back to our warehouse within 7 working days of receiving this approval notification, and provide us with the valid return tracking number. After our warehouse team completes the inspection and confirms that the returned product meets all return eligibility requirements, we will offer you two optional processing solutions, and no standalone only-refund option will be provided:

  1. ‌Full Product Exchange‌: You can choose to receive a brand new, identical replacement unit of the same garden product, with all new packaging and accessories, shipped to your designated delivery address with no extra shipping fees charged. If the exact product you purchased is temporarily out of stock, our support team will work with you to select another equivalent value product from our Top Garden Picks collection as your replacement.
  2. ‌Store Credit Voucher‌: If you do not wish to receive a replacement product, you can opt to receive a 105% equivalent value store credit voucher that can be used for any future purchases across all product categories on [www.flogardentools.com]. This voucher never expires, and there is no minimum spending threshold for you to redeem it when you shop for new garden gear next time.

4. Special Terms for Damaged or Lost Shipments

In very rare cases where your order is confirmed to be completely lost in transit by our partnered logistics provider, or the product arrives at your door with severe, non-reparable transport damage that is verified by both our team and the logistics carrier, we will arrange a full re-delivery of your ordered product completely free of charge, or provide you with a 110% equivalent value store credit, no partial or full standalone only-refund will be issued in these scenarios either.

For any questions related to our Refund and Returns Policy, you can reach out to our dedicated after-sales team anytime via [email protected] or call us at +61 469 248 348, and we will respond to your inquiry within 24 working hours. We reserve the right to the final interpretation of this Refund and Returns Policy, and all policy related disputes are subject to the jurisdiction of the courts located in New South Wales, Australia.