Datum des Inkrafttretens: 22. November 2024

Thank you for choosing fogliame.com (hereinafter referred to as “this Website”) for your purchases of seeds, live plants, and gardening tools. We are committed to providing high-quality products and satisfactory after-sales services. This Returns Policy (hereinafter referred to as “this Policy”) specifies the terms and conditions for returns, exchanges, and refunds of products purchased through this Website, aiming to protect your legitimate rights and interests while ensuring the smooth progress of after-sales procedures. Please read this Policy carefully before initiating a return request. If you have any questions, please contact our customer service via hello@xinghuos.com.

1. Anwendungsbereich

This Policy applies to all products (including seeds, live plants, and gardening tools) purchased directly through this Website (fogliame.com). It does not apply to products purchased through third-party platforms, offline channels, or authorized resellers, whose return policies shall be subject to the relevant rules of the corresponding channels.

For customized products (e.g., personalized gardening tool sets, tailor-made seed combinations) or products marked as “non-returnable” on the product details page, this Policy does not apply unless there are quality issues caused by our responsibility.

2. Basic Principles for Returns

Legitimacy and Rationality: Return requests must be based on genuine reasons (such as product quality defects, wrong delivery, etc.), and you shall provide true and valid information (including order number, product photos, problem descriptions, etc.) to assist us in verifying the situation.
Differentiated Handling by Product Type: Considering the special properties of seeds, live plants, and gardening tools, we will adopt differentiated return standards for different types of products to ensure fairness and reasonableness.
Timeliness: Return requests must be initiated within the specified time limit. Overdue requests may not be accepted unless there are special circumstances approved by our customer service.

3. Return Eligibility and Time Limit

3.1 Seeds

Eligibility: Accept returns if the following conditions are met: (1) The seed package is unopened, undamaged, and in a resalable state; (2) There are quality problems such as expired seeds, empty packages, or inconsistent varieties with the product description; (3) Wrong seeds are delivered due to our mistakes.
Time Limit: Return requests must be initiated within 7 calendar days from the date of receipt of the product. For quality issues verified by us, the time limit can be extended to 15 calendar days.
Non-returnable Scenarios: (1) The seed package has been opened; (2) The seeds are damaged or expired due to improper storage (such as dampness, high temperature) after receipt; (3) The variety does not meet expectations but there is no objective quality problem.

3.2 Live Plants

Live plants are fragile and have high requirements for transportation and preservation. The return standards are as follows:

Eligibility: Accept returns if the following conditions are met: (1) The plant is dead, withered, or has serious pests and diseases when received; (2) The plant variety, size, or growth state is inconsistent with the product description; (3) The plant is damaged due to improper packaging during transportation.
Time Limit: You must inspect the plant immediately upon receipt. If there is a problem, you need to take photos or videos of the plant and the package within 24 hours, and initiate a return request. We will not accept return requests for problems reported after 24 hours unless it is proved that the problem is caused by inherent quality defects of the plant.
Non-returnable Scenarios: (1) The plant withers or dies due to improper maintenance (such as improper watering, unsuitable light) after receipt; (2) The plant has slight leaf yellowing or flower drop caused by normal transportation stress (which can recover after proper maintenance); (3) The size or shape of the plant has slight differences from the product picture (due to the natural growth characteristics of plants).

3.3 Gardening Tools

Eligibility: Accept returns if the following conditions are met: (1) The tool is unopened, unused, with complete packaging and accessories; (2) There are quality problems such as material defects, functional failures, or incomplete parts; (3) Wrong tools or models are delivered due to our mistakes.
Time Limit: Return requests for unused tools in good condition must be initiated within 15 calendar days from the date of receipt. For quality problems, the return time limit is 30 calendar days from the date of receipt, and the warranty service shall be implemented in accordance with the product warranty clause for problems occurring after 30 days.
Non-returnable Scenarios: (1) The tool has been used, with obvious wear, scratches, or damage; (2) The packaging or accessories are lost or damaged, affecting secondary sales; (3) The tool is damaged due to improper use, modification, or man-made reasons.

4. Return and Refund Process

4.1 Initiate a Return Request

You can initiate a return request through the following methods:

Self-service Application: Log in to your account on this Website, enter “My Orders”, select the corresponding order, click “Apply for Return”, and fill in the return reason, problem description, and upload relevant supporting materials (such as product photos, videos, etc.) as required.
Customer Service Assistance: Send an email to hello@xinghuos.com with the subject “Return Application – [Your Order Number]”, and attach the order number, your contact information, product problem description, and related photos/videos. Our customer service will reply to you within 1-2 working days.

4.2 Review and Confirmation

After receiving your return request, we will complete the review within 3 working days. The review results will be notified to you via email or in-account messages:

If the return request is approved, we will provide you with the return address, contact person, and shipping notes (such as the requirement to avoid direct sunlight for live plants, separate packaging for fragile tools, etc.).
If the return request is rejected, we will clearly explain the reasons and provide corresponding solutions (such as technical guidance for plant maintenance, after-sales repair for tool problems, etc.).

4.3 Return the Product

After receiving the approved return notice, you need to send the product back to the specified address within 7 calendar days. Please note the following matters:

Package the product properly to avoid damage during transportation. For live plants, please use shock-proof and moisture-retention packaging materials; for seeds and tools, please ensure the original packaging is intact as much as possible.
Attach the return note (including order number and your contact information) inside the package to facilitate our warehouse to confirm the receipt of the goods.
You shall bear the shipping cost for returns caused by personal reasons (such as not liking the product, wrong purchase). For returns caused by our reasons (such as quality problems, wrong delivery), we will reimburse the reasonable shipping cost (based on the ordinary express delivery fee standard) after verifying the logistics voucher. Please keep the logistics order and payment voucher.

4.4 Inspection and Refund

Product Inspection: After our warehouse receives the returned product, we will inspect the product’s condition, packaging, and accessories according to the return standards. The inspection results will be notified to you within 3 working days.
Refund Processing: If the product passes the inspection, we will initiate the refund process within 1-3 working days. The refund will be returned to your original payment account. The time for the refund to arrive depends on the processing speed of the payment institution, usually 3-7 calendar days. We will notify you via email after the refund is initiated.
Dispute Handling: If the returned product does not meet the return conditions (such as artificial damage, incomplete packaging), we will contact you to negotiate a solution (such as returning the product to you, deducting a certain amount of fees according to the damage degree). If no agreement is reached, we will handle it in accordance with relevant laws and regulations.

5. Refund Standards

Full Refund: Applicable to the following scenarios: (1) The product has quality problems, and the return is approved; (2) Wrong product, wrong model, or wrong quantity is delivered; (3) The product is damaged during transportation due to our packaging problems. The refund amount includes the full product payment and the reasonable shipping cost (for returns caused by our reasons).
Partial Refund: Applicable to the following scenarios: (1) The product is partially damaged or missing accessories, and you agree to a partial refund without returning the product; (2) The returned product has slight damage affecting the secondary sales, and both parties agree to a partial refund.
No Refund: Applicable to non-returnable scenarios specified in this Policy, or the returned product is confirmed to be damaged due to personal reasons and cannot be resold.

6. Warranty Service for Gardening Tools

For gardening tools sold on this Website, we provide a warranty service of 3-12 months (specific warranty period is subject to the product details page) from the date of receipt:

During the warranty period, if the tool has functional failures due to non-human reasons (such as material defects, manufacturing errors), you can apply for free repair or replacement of parts by contacting customer service. If the tool cannot be repaired, we will provide a return or replacement service.
The warranty service does not cover damage caused by improper use, man-made damage, modification, or natural wear and tear of the tool.
When applying for warranty service, you need to provide the order number, product photos/videos of the problem, and the original purchase certificate (if any).

7. Special Notes

When you initiate a return request, please ensure that the information provided is true and accurate. If you provide false information to obtain improper returns, we have the right to reject the request and reserve the right to pursue relevant responsibilities.
For products involving food safety (such as edible seeds), if the package is opened, we will not accept returns for food safety reasons unless there are proven quality problems.
During major promotions (such as Double 11, Christmas), the return review and processing time may be extended by 1-2 working days due to the large number of orders. We will make an announcement on the Website in advance.

8. Changes and Updates to the Policy

We may revise this Policy according to changes in laws and regulations, product characteristics, or after-sales service needs. The updated Policy will be published on the prominent position of this Website (such as the bottom of the homepage) and marked with the new effective date. If the update involves major changes (such as adjustment of return time limit, change of return standards), we will notify you through email, SMS, or pop-up window on the Website.

Your continued use of the after-sales service of this Website after the update of this Policy indicates that you have fully understood and agreed to the updated content. We recommend that you review this Policy regularly to grasp the latest after-sales rules.

9. Contact Information

If you have any questions, suggestions, or complaints about this Policy or the return process, please contact us through the following channels:

Website-Adresse: fogliame.com
E-Mail an den Kundendienst: hello@xinghuos.com
Service Hours: Monday to Sunday 9:00-18:00 (excluding statutory holidays)

We will reply to your inquiry within 3 working days and actively assist you in solving the problem.