Effective Date: May 26, 2026
1. Introduction
Welcome to KRC Garden! We stand behind the quality of our curated selection of durable, eco-friendly gardening gear. This Refund and Returns Policy (“Policy”) governs all returns, replacements, and refunds for products purchased through our online store at www.krcgarden.com. This Policy forms part of our Terms of Service. By purchasing from us, you agree to be bound by this Policy.
Our commitment is to help you “Grow Better” with premium tools, and we aim to ensure your complete satisfaction. However, to sustain our operations and continue offering high-quality products, we must establish clear, fair, and non-negotiable rules regarding financial transactions. Therefore, we do not offer “refund-only” (returnless refund) resolutions for unwanted or mistakenly ordered items. A physical return of the item in its original condition is a mandatory prerequisite for any refund to be issued.
2. Eligibility for Return & Refund
To be eligible for a return and subsequent refund, your item must meet all of the following criteria:
- Timeframe: You must initiate a return request within 30 days of receiving your order.
- Condition: The item must be unused, in its original condition, and in the original packaging with all tags, accessories, and manuals included. Items showing signs of wear, damage, soil, or improper use cannot be accepted.
- Proof of Purchase: You must provide your original order number or other valid proof of purchase.
- Product Type: This policy applies to standard merchandise. Clearance items, final sale products, or personalized/custom-made items (unless defective) are explicitly marked as non-returnable and non-refundable.
3. Important: No “Refund-Only” Policy
We emphasize that KRC Lawn Care and Snow Removal Inc. (dba KRC Garden) does not process refunds without receiving the returned item. Requests for a refund where the customer wishes to keep the product (often called a “partial refund” or “refund without return”) will not be granted.
Exceptions to this rule are strictly limited to:
- Situations where we, at our sole discretion, determine a return shipment is not feasible (e.g., for very low-cost items where shipping exceeds product value, or for certain defective items we may ask you to dispose of locally).
- Issues that are demonstrably and entirely our fault, such as shipping you the wrong, unopened item.
In all other cases, a completed return is required before any refund is issued.
4. Return Process (Step-by-Step)
- Contact Us: Within 30 days of delivery, email our customer service team at fernwick@krcgarden.com. Include your order number, the product(s) you wish to return, and the reason for the return.
- Authorization: We will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and instructions. Returns shipped without an RMA number will not be accepted.
- Ship the Item: Securely package the item(s) in their original packaging, include the RMA number visibly on the outside of the box, and ship it to our warehouse address (provided in the RMA instructions). You are responsible for the cost and risk of return shipping unless the return is due to our error (e.g., wrong or defective item). We recommend using a trackable shipping service.
- Inspection & Processing: Upon receipt, our team will inspect the returned item(s) to ensure they meet our eligibility conditions. This process typically takes 3-5 business days.
5. Refund Process
- Timing: Once your return is received and inspected, we will notify you of its approval status via email. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.
- Amount: The refund will be for the purchase price of the product(s) only. Original shipping charges are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error.
- Method: Refunds are issued to the original payment method. We cannot issue refunds to a different card or account.
6. Exchanges & Replacements
We are happy to exchange an item for a different size, color, or product, or replace a defective item.
- For exchanges: Follow the standard return process above. Once the original item is received and approved, we will process the shipment of the new item. Price differences may apply.
- For defective items: Contact us immediately at fernwick@krcgarden.com or call +1 905 299 5495 with your order number, photos/video of the defect, and a description. We will provide a prepaid return label if necessary and ship a replacement upon verification.
7. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We will arrange for a return (if needed) and a replacement or full refund (including return shipping costs) at our expense. Providing photographic evidence is required.
8. Non-Returnable Items
For hygiene, safety, and practicality reasons, the following cannot be returned or refunded unless they arrive defective or incorrect:
- Opened or used tools (e.g., trowels, sprayers).
- Items not in original, resalable condition.
- Clearance, final sale, or specially discounted items (as marked on the product page).
9. Contact Information for Returns
For all return-related inquiries and to initiate a return, please contact:
KRC Lawn Care and Snow Removal Inc. (dba KRC Garden)
Address: 7092 McNiven, Campbellville, ON L0P 1B0, Canada
Email: fernwick@krcgarden.com (Preferred method for returns initiation)
Phone: +1 905 299 5495
10. Policy Updates
We may update this Refund and Returns Policy periodically. The “Effective Date” at the top indicates the last revision. Your continued use of our Site after any changes constitutes your acceptance of the updated policy.
Thank you for shopping with KRC Garden. We appreciate your understanding of our policies, which allow us to provide you with durable, high-quality gardening tools while maintaining a sustainable business.