Refund Policy

1. Satisfaction Guarantee

DuMarked offers a 100% satisfaction guarantee on all our products. If you're not completely satisfied with the quality, freshness, or condition of any item in your order, we will provide a refund or credit at our discretion.

This guarantee applies to both one-time purchases and subscription deliveries.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Quality Issues: Products that are damaged, spoiled, or otherwise not up to our quality standards upon delivery
• Missing Items: Products that were charged but not included in your delivery
• Incorrect Items: Products that were delivered but different from what you ordered
• Late Delivery: Deliveries that arrive significantly outside the scheduled delivery window, resulting in product spoilage
• General Dissatisfaction: If you are unhappy with a product for any reason

3. Refund Request Timeframe

To be eligible for a refund, you must notify us of the issue within:

• 48 hours of delivery for quality issues, missing items, or incorrect items
• 24 hours of the scheduled delivery time for late deliveries

We strongly recommend that you inspect your order as soon as possible after delivery to ensure timely reporting of any issues.

4. How to Request a Refund

We do not typically require you to return perishable items. For non-perishable products, we may request that you return the item before processing a refund. If a return is required, we will provide instructions and may cover return shipping costs depending on the circumstances.

5. Refund Methods

Refunds will typically be issued using the original payment method. The time required for the refund to appear in your account depends on your payment provider and may take 5-10 business days. Alternative refund methods include:

• Store Credit: We may offer store credit for use on future purchases, often with additional value compared to a direct refund.
• Replacement: For damaged or defective items, we may offer to replace the product instead of providing a refund.
• Partial Refund: In some cases, we may offer a partial refund if only a portion of an order was unsatisfactory.

6. Service-Specific Refund Policies

6.1 Garden Design Services

Our garden design services typically require an initial non-refundable deposit. This deposit covers the preliminary work involved in creating your design. The specific refund terms for design services are as follows:

• Initial deposit (typically 30%): Non-refundable once design work has commenced
• Remaining balance: Refundable if canceled before final designs are delivered
• Complete payment: Non-refundable after final designs have been delivered and approved

If you are dissatisfied with your design, we will work with you to make reasonable adjustments before considering any refund requests.

6.2 Plant Products

Living plants are subject to the following specific refund conditions:

• Dead on Arrival: Full refund or replacement for plants that arrive damaged or dead
• Plant Health Guarantee: Most plants come with a 30-day health guarantee. If a plant fails despite proper care within this period, we will replace it or provide a refund
• Seasonal Plants: Seasonal plants like bulbs have specific guarantees related to their blooming period

Our plant guarantees require proper care according to the instructions provided. Evidence of improper care may void the guarantee.

6.3 Maintenance Services

For ongoing maintenance services:

• Refunds for unsatisfactory service will be considered on a case-by-case basis
• Service contracts may be canceled with 30 days' notice, with a prorated refund for any prepaid services not yet rendered
• One-time maintenance services may be eligible for partial or full refunds if the work does not meet our quality standards

7. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Custom-designed or custom-bred plant varieties specifically created for a client
• Design deposits once work has commenced
• Consultation fees for services already provided
• Special order items that were clearly identified as non-refundable at the time of purchase
• Digital products, including digital garden plans, once downloaded

8. Cancellation Policy

Our cancellation policy varies by service type:

• Maintenance Visits: Must be canceled at least 48 hours in advance for a full refund or rescheduling
• Consultations: Must be canceled at least 24 hours in advance for a full refund
• Design Projects: Cancellation fees may apply based on the amount of work already completed
• Plant Orders: May be canceled for a full refund until the order has been processed for shipping

9. Dispute Resolution

If you are not satisfied with the resolution of your refund request, please contact our customer service management team at management@dumarked.com. We are committed to resolving all issues fairly and will work with you to find an appropriate solution.

For unresolved disputes, you may have rights to pursue alternative dispute resolution methods according to consumer protection laws in your jurisdiction.

10. Policy Updates

This refund policy may be updated from time to time to reflect changes in our practices or for operational, legal, or regulatory reasons. The current version will always be available on our website, and significant changes will be communicated to our customers through appropriate channels.

11. Contact Information

If you have any questions about our Refund Policy, please contact our customer service team: