Refund & Return Policy
Last Updated: September 13, 2026
Customer Satisfaction Guarantee
We want every customer to be completely satisfied. If something's not right with your order, we're here to make it right — at no cost to you.
Return Eligibility
You can return an item within 90 days from the delivery date. To qualify:
• We accept returns of both defective and non-defective products
• Items must be new or in like-new condition
• Items must be unassembled, or fully disassembled and repacked
• Items must be in their original manufacturer packaging with all hardware and components included
Please keep your boxes and packaging materials until you are completely satisfied with your product. Original packaging is required for all returns.
Inspect Your Delivery
Our products ship by freight carrier. Please take a moment to check your delivery before the driver leaves — it protects your claim.
• Check all boxes for visible damage before signing
• If you see damage, note it on the delivery receipt or refuse the shipment
• Take photos of any damage right away
• Tell us within 48 hours of delivery
If damage is not noted at delivery, the freight carrier will not accept a claim, which can make it much harder for us to resolve the issue quickly for you.
Cancelling an Order
• Before your order ships — cancel at no cost for a full refund. Just contact us.
• After your order ships — the shipment cannot be stopped in transit. Simply refuse the delivery and we will process a full refund once it comes back to us. There is no charge to you.
How to Request a Return
• Reach Out First: Contact us at contact@gethsemanesgardens.com or 773-878-5915. If your item is damaged or defective, include clear photos and a short description.
• Wait for Instructions: We'll review your request and send you written return instructions. Please don't arrange a return yourself until you receive approval.
• We Arrange Collection: Because these are oversized freight items, we book the carrier and schedule a pickup from your address at a time that suits you. You do not need to transport the item anywhere.
• Repack the Item: Have the product boxed in its original packaging and accessible for the driver. The driver will not enter your property or assist with disassembly.
Return Shipping Costs
• For defective, damaged, or incorrect items — we cover all return shipping costs at no charge to you.
• For change-of-mind or buyer's remorse returns — we also cover return shipping on all approved returns.
• We never charge restocking fees. Once we receive and inspect the returned item, you receive a full refund, including your original shipping, processed within 7 business days.
Refund Process
• Your return is inspected within 72 hours of arrival at our facility
• Your refund is then processed within 7 business days
• You'll receive a full refund, including original shipping and handling fees
• We never charge restocking fees
• Refunds are issued to your original payment method. Your bank may take a further 5–10 business days to post the credit.
Wrong or Damaged Items
• If the item you received is defective, damaged, or incorrect, email us photos within 48 hours of delivery and we will resolve it at no cost to you.
• Damaged or missing parts: we ship free replacement parts directly to you. There is nothing to send back and no charge.
• Wrong item, or damage that cannot be fixed with parts: we arrange free collection of the original and send a replacement, or issue a full refund — whichever you prefer.
• You are never charged for shipping, parts, or collection when the fault is ours.
Items We Cannot Accept
• Structures that have been fully assembled or permanently installed
• Items returned without their original packaging or hardware
• Items that have been stained, painted, cut or otherwise modified after delivery
• Damage caused by improper assembly, inadequate anchoring, or weather exposure of a structure that was not anchored as specified in the manufacturer's instructions
• Requests made more than 90 days after delivery
Where We Ship and Accept Returns
We ship to the 48 contiguous United States. We are unable to deliver to Alaska, Hawaii, U.S. territories, P.O. boxes, or APO/FPO addresses. Returns are collected from within the 48 contiguous states.
Manufacturer Warranty
Your product also carries the manufacturer's own warranty, which runs separately from this policy and continues after the 90-day return window closes. If you need to make a warranty claim later, contact us and we will help you start the process.
Contact Information
📍 Address: 5739 North Clark Street, Chicago, IL 60660
✆ Phone: 773-878-5915
✉ Email: contact@gethsemanesgardens.com
🕐 Business Hours
Mon – Fri: 9:00 AM – 6:00 PM
Saturday: 10:00 AM – 4:00 PM
Sunday: Closed