200 Jln Sultan, Singapore 199018

[email protected]

Jln Sultan Garden

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Refund and Returns Policy

Effective Date: November 1, 2026

Welcome to the Refund and Returns Policy of Jln Sultan Garden. As a team of dedicated gardening lovers that curates and crafts reliable, user-friendly garden tools for backyard hobbyists and home gardening enthusiasts, we design every product to make your time with plants easier and more rewarding. This policy is built to create a fair, transparent process for all post-purchase requests, and ‌it is explicitly stated that we do not support pure “refund only” requests under any circumstances‌. All eligible requests must follow the return process outlined in this document to qualify for subsequent processing. If you have any questions about the terms below, you may reach out to our support team via email at [email protected], by phone at +65 9272 3920, or visit us at our physical address at 200 Jln Sultan, Singapore 199018.

1. Core Rule: No Refund-Only Requests Permitted

To ensure fairness for all our customers and maintain the operational integrity of our gardening tool e-commerce platform, we strictly prohibit all requests for 100% monetary refund without returning the purchased product to our designated warehouse. We will not approve any application that asks for a full or partial refund while you retain ownership of the product you received. This rule applies to all product categories sold on our site, including our full line of pruning tools, plant labels, horticultural sprayers, garden trowels, and other gardening supplies, and no special exceptions will be granted without explicit written authorization from our authorized management team.

Any customer who submits a refund-only request will first be directed to initiate the formal product return process. We will only proceed with related post-return processing after we have received the item and completed a full inspection to confirm it meets our return eligibility criteria.

2. Return Eligibility Criteria

To qualify for our return process (which is required before any refund or exchange consideration), your request must meet all the following requirements:

  1. You must submit your return application within 30 calendar days from the date you sign for receipt of the gardening tool order. Any request submitted after this 30-day window will not be accepted.
  2. The returned product must be in its original, unused, undamaged condition, with all original tags, user manuals, packaging parts, and free bundled accessories fully intact. Products that show signs of installation, partial use, misuse, accidental damage, or modification will not be eligible for return.
  3. You must provide the original order confirmation number, purchase receipt, and clear photos to prove the product meets the undamaged eligibility standard when you submit your return application.
  4. Customized or personalized made-to-order products that are not part of our standard inventory listings are not eligible for return, unless the item arrives with confirmed manufacturing defects that affect normal usage.

3. Standard Return Processing Workflow

To complete your eligible return request, please follow these standardized steps in order:

  1. Submit a return application via the “My Account” return portal on our website, or send a return request email to our support team with your order ID, product name, and a clear description of your reason for return. Our team will send you a confirmed return authorization and our designated warehouse shipping address within 2 business days.
  2. Securely pack the product back into its original packaging to prevent damage during transit, then ship the item back to the address we provided. You will be responsible for covering the full cost of return shipping, unless the return is being processed due to confirmed manufacturing defects on our side. We strongly recommend using a trackable shipping courier and retaining your shipping tracking number until the full process is finalized.
  3. Once our warehouse team receives your returned package, they will complete a full, strict inspection of the product within 5 business days, to confirm it meets all return eligibility requirements outlined in this policy.
  4. After the inspection is approved, you may choose to receive an even store credit of the full product purchase value, or select an exchange for another gardening tool of equal or higher value (you will only need to pay the price difference for higher-value items). If you qualify for a refund (only after successful product return and inspection approval), the refund will be processed back to your original payment method within 7 to 14 business days, depending on the processing speed of your payment service provider. At no point will we issue a refund before we have taken full physical possession of the returned item and confirmed it passes all inspection checks.

4. Special Case Handling

  • If the product you received arrives with confirmed manufacturing defects, or we shipped an incorrect item that does not match the contents of your original order, our team will cover the full cost of return shipping for you, and you will be offered the option of a free replacement product, full store credit, or full refund after the defective/incorrect item is received and inspected by our team.
  • Products that show normal signs of wear from regular intended gardening use are not eligible for return. Our team will not approve any return application submitted for these items, and no refund will be issued for used, non-defective products.
  • If you cancel your order before it is marked as shipped by our logistics team, you may request a full store credit or refund, but no order cancellation after shipment will be processed until the package is successfully returned to our warehouse, and you are not permitted to keep the delivered product while requesting a full refund for the order.

5. Contact for Post-Purchase Support

If you have any questions about our Refund and Returns Policy, need guidance submitting a return application, or have concerns about your purchased gardening tools, our dedicated customer support team is ready to assist you at any time:

Our team typically responds to all support inquiries within 24 business hours, and we will work with you to resolve any valid post-purchase concerns in a timely and friendly manner.