Return Policy

Our commitment to your satisfaction

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Our Return Promise

At Itemhighguarante, we want you to be completely satisfied with your purchase of bonsai supplies, hydroponics equipment, and plant care products. If for any reason you are not satisfied with your purchase, we offer a straightforward return policy to ensure your peace of mind when shopping with us.

We understand that sometimes products may not meet your expectations or may arrive damaged during shipping. Our return policy is designed to make the process as simple and hassle-free as possible for our valued customers in the indoor plant care community.

Return Eligibility

To be eligible for a return, the following conditions must be met:

  • Items must be returned within 30 days of the original purchase date
  • Products must be unused, unopened, and in their original packaging
  • Items must be in the same condition that you received them
  • Original receipt or proof of purchase is required
  • Products must not show signs of use, wear, or damage caused by the customer

Please note that certain items may have specific return conditions due to their nature. For example, opened nutrient solutions or used growing media may not be eligible for return due to hygiene and quality assurance reasons.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Live plants and plant specimens once shipped
  • Opened or used nutrient solutions and fertilizers
  • Seeds and growing media that have been opened
  • Custom or personalized items made to your specifications
  • Items marked as final sale or clearance
  • Gift cards and promotional vouchers
  • Items that have been modified or altered by the customer
  • Products not purchased directly from Itemhighguarante

If you receive a live plant that arrives damaged or in poor condition, please contact us within 48 hours of delivery with photographs, and we will work with you to find a suitable resolution.

Return Process

To initiate a return, please follow these steps:

  • Step 1: Contact our customer service team via email at question@itemhighguarante.world or call us at (859) 360-1843 to request a return authorization
  • Step 2: Provide your order number, the item(s) you wish to return, and the reason for the return
  • Step 3: Once approved, you will receive a Return Merchandise Authorization (RMA) number and return instructions
  • Step 4: Securely package the item(s) in the original packaging if possible, and include the RMA number on the outside of the package
  • Step 5: Ship the package to the address provided in the return instructions

Please do not send returns to our physical address without first obtaining an RMA number, as this may delay processing of your return.

Refund Process

Once we receive your returned item, our team will inspect it to ensure it meets our return criteria. After inspection, we will notify you via email about the status of your refund.

If your return is approved:

  • Refunds will be processed to your original payment method within 5-7 business days
  • Please allow additional time for your bank or credit card company to process the refund
  • Original shipping charges are non-refundable unless the return is due to our error
  • Refunds for orders paid via credit card may take up to one billing cycle to appear on your statement

If your return is not approved, we will contact you to discuss options, which may include shipping the item back to you at your expense.

Exchanges

If you would like to exchange an item for a different product, please follow the standard return process and place a new order for the desired item. This ensures the fastest processing time and allows you to receive your new item as quickly as possible.

If you received a defective or damaged item and would like an identical replacement, please contact our customer service team, and we will arrange for a replacement to be sent to you at no additional cost once we verify the issue.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately. To help us process your claim quickly, please provide:

  • Your order number and date of purchase
  • Clear photographs of the damaged item and packaging
  • A description of the damage or defect

We will review your claim and work to resolve the issue promptly, which may include sending a replacement item, providing a full refund, or offering store credit at our discretion.

Shipping Costs for Returns

Return shipping costs are the responsibility of the customer unless:

  • The item was damaged during shipping
  • The wrong item was sent
  • The item is defective or not as described

In these cases, we will provide a prepaid shipping label or reimburse you for return shipping costs. For all other returns, customers are responsible for the cost of return shipping, and we recommend using a trackable shipping method.

Late or Missing Refunds

If you have not received your refund within the expected timeframe, please:

  • Check your bank account or credit card statement again
  • Contact your credit card company, as it may take time for the refund to be officially posted
  • Contact your bank, as there is often processing time before a refund is posted
  • If you have done all of this and still have not received your refund, please contact us at question@itemhighguarante.world

International Returns

For international orders, customers are responsible for all return shipping costs, including any customs fees, duties, or taxes that may apply. We recommend using a trackable shipping service and purchasing shipping insurance for valuable items.

Questions About Returns

If you have any questions about our return policy or need assistance with a return, please do not hesitate to contact us:

Itemhighguarante
106 E 4th St, Covington, KY 41011
Phone: (859) 360-1843
Email: question@itemhighguarante.world

Our customer service team is available Monday through Friday, 9 AM to 6 PM EST, and we strive to respond to all inquiries within one business day.