General Terms:
Pams Garden Grove reserves the right to update the rules when necessary, and the updated version will be published on http://pamsgardengrove.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Pams Garden Grove immediately. All buyers are deemed to accept the rules if they are using the services provided by Pams Garden Grove. Pams Garden Grove's policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 10 days of the delivery date. The period of Return & Refund request filed exceeds, Pams Garden Grove reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Pams Garden Grove via pamsgardengrove@gmail.com within 48 hours of placing the order.
If Pams Garden Grove cannot fulfill the buyer's order within the order processing time, under the condition, but not limited to no stock or other conditions, Pams Garden Grove has the right to cancel and refund the order.
If the buyer receives damaged or broken goods and applies for a refund with compelling evidence, and the goods need to be returned, Pams Garden Grove has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Pams Garden Grove should refund the buyer when the return shows as in transit on the logistics website with the provided prepaid return label.
Pams Garden Grove shall not accept after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. Pams Garden Grove will abide by the policy under this condition.
If Pams Garden Grove accepts the after-sale request for the reason type of "non-defective remorse returns" and requires deducting a "restocking & repacking fee", under Pams Garden Grove's policy restriction, the total " restocking & repacking fee " deducted shall not exceed 35% of the order total price.
Pams Garden Grove shall restrict the refund time and redelivery time under the condition, including but not limited to the order being refunded based on the policy, agreement on refund or redelivery between Pams Garden Grove and buyer or others, Pams Garden Grove must refund not more than 3 business days, or redelivery not more than 5 business days.
Whether the evidence is compelling or not will ultimately be determined by Pams Garden Grove Under Various Circumstances.
1. Refund Request Timing
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type Pams Garden Grove Rules
For Unshipped Orders
The Return & Refund request is made after the stated processing time. Pams Garden Grove will refund the order. The Return & Refund request is made within the stated processing time.
Pams Garden Grove has 3 business days to process the request after the buyer submits it. If Pams Garden Grove fails to process (accept or reject) the refund request within 3 business days, Pams Garden Grove will refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders
The Return & Refund request is made after the order has shipped. Pams Garden Grove has 10 business days to process the request after the buyer submits it. If Pams Garden Grove fails to process (accept or reject) the refund request within 10 business days, Pams Garden Grove will refund the order.
2. Goods Returned in Transit
If the package is sent back to Pams Garden Grove during transit for any reason, and the buyer applies for a refund, Pams Garden Grove should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Pams Garden Grove should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Pams Garden Grove should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Pams Garden Grove if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Pams Garden Grove will make a refund, resend, or accept the return for any of the following cases:
3.1 Orders Delayed
Orders are lacking tracking information, in transit, pending, or expired 60 days after orders departed from Pams Garden Grove warehouse. The following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Pams Garden Grove warehouse.
b. For Brazil, it is after 110 days, counting from the date that the order departed from Pams Garden Grove warehouse due to the strict customs clearance at Brazil.
c. For Pams Garden Grove Packet Liquid Line to all countries, Pams Garden Grove will deal with your dispute for delayed orders after 100 days counting from the date that the order departed from Pams Garden Grove warehouse.
d. For some special shipping methods, Pams Garden Grove cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and was marked as pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will normally be delivered to self-pickup cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Pams Garden Grove will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
3.2 Orders not Received
Pams Garden Grove will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. If the tracking information shows Alert, the reasons are listed below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Pams Garden Grove takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Pams Garden Grove will put the products in your private inventory and will not refund them when we receive the returned items.
c. Pams Garden Grove cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3.3 Products Damaged
Pams Garden Grove offers a full refund or a replacement if packages arrived are badly damaged.
Pams Garden Grove offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Pams Garden Grove cannot offer any refunds or other after-sale services due to the long-distance international delivery.
c. For ordinary electronic products, your clients shall complain or open a dispute with you within 30 days after packages are delivered.
d. For service products, Pams Garden Grove will refund you the cost of the product, which is the price in the Chinese market. Otherwise, Pams Garden Grove will not take any responsibility for them.
3.4 Incorrect or Missing Products
Pams Garden Grove has a strict quality control process before products are dispatched.
Pams Garden Grove will deal with incorrect or missing products as follows:
a. For incorrect products, Pams Garden Grove offers a full refund or replacement.
b. For products with the wrong color or size that don't affect product function, etc., Pams Garden Grove offers a refund or resend if you provide a screenshot of your complaint including name, content, and date.
c. For parts missing which don’t affect product function, Pams Garden Grove may refund partially or resend the missing part; for parts missing which affect product function, Pams Garden Grove will resend the product only.
d. For accessories, Pams Garden Grove will resend the accessories.
Notes:
For size problems, Pams Garden Grove would appreciate it a lot if you could measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
4. Wrong Receipt Information
If the buyer puts wrong receipt information on an order, the buyer should contact us via pamsgardengrove@gmail.com to request that we update the order with the correct receipt information.
Please note that receipt information correction or order cancellation is not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong recipient, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Pams Garden Grove shall refund the order within 3 business days of receiving the goods, upon the buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note the buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that show the problem clearly). After the buyer files a request on Pams Garden Grove, Pams Garden Grove should check the proof and give a response within 3 business days.
If the proof checked by Pams Garden Grove is not showing the problem clearly, or if the proof checked by Pams Garden Grove is not showing the problem clearly, the proof is invalid, and Pams Garden Grove has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Pams Garden Grove, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Pams Garden Grove should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods do not need to be returned, Pams Garden Grove should refund the order within 3 business days of the refund request.
If proof is valid and the buyer requests redelivery, Pams Garden Grove should redeliver within 5 business days of proof approval. Please note Pams Garden Grove has the right to refund the order if the redelivery products have no stock, or buyers are able to reorder products when the products are restocked.
5.1 Incorrect or Missing Products
Pams Garden Grove has a strict quality control process before products are dispatched.
Pams Garden Grove will deal with incorrect or missing products as follows:
a. For incorrect products, Pams Garden Grove offers a full refund or replacement.
b. For products with the wrong color or size that don't affect product function, etc., Pams Garden Grove offers a refund or resend if you provide a screenshot of your client's complaint including name, content, and date.
Notes:
For size problems, Pams Garden Grove would appreciate it if you could measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
5.2 Service Products
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Pams Garden Grove may not refund the product cost.
b. Any disputes arising from bad quality, Pams Garden Grove may not accept, as the supplier is not Pams Garden Grove.
c. For service products without Pams Garden Grove quality checking inspection, Pams Garden Grove may not accept the disputes.
6. Logistics Issues
6.1 Invalid tracking information
If Pams Garden Grove verifies the tracking number is wrong, and Pams Garden Grove fails to provide the correct one within 4 business days, Pams Garden Grove will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update to the tracking info for more than 7 business days after the label is showing on the logistics website, and the buyer applies for a refund, Pams Garden Grove requires the refund order within 3 business days since the buyer's request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and Pams Garden Grove fails to provide any valid tracking updated info, the buyer may apply for a refund. Pams Garden Grove requires a refund order within 3 business days as per the buyer's request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.4. Shipping Method Limits
Some shipping methods are not trackable when orders arrive in some Countries, States, or Cities. Pams Garden Grove lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.
Notes:
When choosing certain shipping methods, the remote addresses will be charged an additional cost.
6.5 Force Majeure
Pams Garden Grove takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Pams Garden Grove will notify you by pamsgardengrove@gmail.com
6.6 Destination Limits
Due to limited international transportation, Pams Garden Grove will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
7. Other
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through pamsgardengrove@gmail.com.
Pams Garden Grove will try its best to assist buyers in these special circumstances in a timely manner. After notifying Pams Garden Grove, Buyers should expect a decision from Pams Garden Grove on these types of issues no later than two weeks.
Pams Garden Grove takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Pams Garden Grove will notify you at pamsgardengrove@gmail.com
7.1 Return
Products can be returned to Pams Garden Grove China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Pams Garden Grove China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want to return the products, please email Pams Garden Grove and someone will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving products and after speaking with someone at Pams Garden Grove.
7.2 Order Cancellation
For order cancellation, Pams Garden Grove offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Pams Garden Grove has planned and prepared for you after payment.
7.3 Deadline of Opening Dispute
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
7.4 Unacceptable Disputes
Pams Garden Grove shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Pams Garden Grove to help deal with the after-sale issues.
