Return Policy & Dreamscape Outdoor Living & Garden, Inc.
How to Return a Product
If you need to return a product, please call us at 1-866-437-3919 or email us at firstname.lastname@example.org within 15 days of receiving your order. We will issue a Return Merchandise Authorization (RMA) number which is required to process your return. Products (including packaging) must be returned in new, unopened, resalable condition.
If we sent you an incorrect (not the product you ordered) or defective item and you contact the above email address within 30 days of receiving your order, we will replace the product or process your return at no charge. Incomplete orders or damaged orders must be reported to the above email address within 72 hours to avoid return shipping fees. If for any other reason you need to return an item, you are responsible for all originating and return shipping charges.
Please check all merchandise for damage or defect when you receive your order, and before the item is used or installed.
In the case a replacement product was sent, we will organize the pickup of the received product.
Dreamscape has a variety of shipping locations, so we will provide the address to ship a return with the RMA number.
Returns will only be accepted within 15 days of the customer receiving the product, and ONLY if a Return Merchandise Authorization (RMA) number has been issued. Dreamscape Outdoor Living & Garden Inc. reserves the right to refuse any package returned to us without authorization. Returns will be processed within ten (10) business days of receipt (not including weekends, holidays, and the day the package is delivered).
Customers are responsible for all return shipping charges unless they receive an incorrect (we shipped the wrong product) or defective item.
When shipping an item back to us, we recommend that you use UPS, FedEx or any other carrier that offers signature confirmation and insurance, as we are not responsible for lost or damaged packages. Only the signature of a Dreamscape Outdoor Living & Garden Inc. representative will suffice as proof of delivery. The customer agrees to bear all shipping and insurance charges, and all risk of loss during return shipment.
A 20% restocking fee is waived for even product exchanges, however, for authorized returns with no exchange a 20% restocking fee is assessed.
We will not accept a return of an item that is damaged or defective if it has been used/installed. Please inspect all orders as soon as you receive them and contact email@example.com within 72 hours. If the product is damaged during the originating shipment from our warehouse, Dreamscape Outdoor Living & Garden Inc. will replace the product at no charge.
If any component of the returned product is missing, we reserve the right to reject the entire return or impose additional charges for replacement of the missing component(s). The condition of the product will be determined at our discretion. Products sent back with damaged or missing packaging will be refused or returned to you at your expense.
Installation costs will not be covered by Dreamscape Outdoor Living & Garden Inc. for any returned product.
Dreamscape Outdoor Living & Garden Inc. reserves the right to change or amend the return policy and procedures at any time without notification.
If you receive a defective product please contact us within our 15 day return policy period, and we will process your return free of shipping charges. Contact firstname.lastname@example.org to process your return.
In the event of a defect that occurs outside our return policy, but within the manufacturer warranty, please contact the manufacturer directly to process your return. The manufacturer will have sole determination of the outcome of the claim. As a courtesy to our customers, Dreamscape Outdoor Living & Garden Inc. will be happy to try to facilitate a thorough review of the claim, but we have no final say in the decision made by the manufacturer (i.e. approvals, denials, fees, etc.).
Dreamscape Outdoor Living & Garden Inc. is not responsible for any labor costs which occur as the result of the installation of wrong or defective parts.
Some items may require pictures to have an RMA issued.
We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.
If you receive an item that has been damaged in shipping, please call us within 72 hours of receipt and we will have a new product sent to you.
Please hold on to the original packaging and packing material because the freight carrier, in most cases, will need to inspect the items. A freight carrier representative may contact you to set up a convenient time to inspect and pick up the package for return. If the freight carrier does not come to inspect the package, or does not take it with them when they do come - please call us and we will organize a pickup to send the damaged product back to us.
If you have not received your order even after the tracking shows it was delivered, contact us within 15 business days to start a tracer.
If you return a product without first contacting our Returns Department at email@example.com for a Return Merchandise Authorization (RMA) number, it will take up to 3 weeks to be processed and we may charge you a 20% restocking fee at our discretion.
If your unauthorized return has not been processed within 3 weeks, please send an email to firstname.lastname@example.org.
Undeliverable or Refused Shipments
Packages will be returned back to us by the carrier if they cannot be delivered due to incomplete or incorrect addresses, or are not picked up from the carrier’s facility, or if the recipient refuses delivery. All packages returned to us for the above reasons can take up to 3 weeks to be processed. We may charge you a 20% restocking fee at our discretion.
Products that have been opened or used are not returnable, unless they are defective, and where they adhere to the defective product return policy.
Order Changes and Cancellations
All requests to change or cancel an order should be made over the phone with one of our representatives. Requests sent via email may not be received in time, and your order may ship. Please double check that your order is correct before submitting your order.
An order that has already received tracking cannot be canceled. Please call us to set up a Return Merchandise Authorization (RMA) once your order has been received.
If you need to change the address on an order in transit with the freight carrier, please call us. There will be a fee of $10 per package. Orders shipped with USPS cannot be changed while in transit.