Refund policy

Refund & Return Policy

Last updated: February 28, 2026

We want you to feel confident as you build your sanctuary. If something isn’t right, we’re here to make it right — with policies that are fair, transparent, and aligned with the realities of both parcel and freight delivery.

🔁 30-Day Return Window

Most items may be returned within 30 days from the date of delivery if:

  • The item is unused

  • In original packaging

  • In resellable condition

This 30-day window applies to all eligible items.

🚚 Return Shipping Costs

Return shipping responsibility depends on the reason for return and item type.

For Defective or Damaged Products

We provide 100% free return shipping for all items (Parcel and Freight) that arrive damaged or defective.

  • No restocking fees apply.

  • We cover all return shipping costs.

  • Damage must be reported within 48 hours of delivery.

  • For freight deliveries, visible damage must also be noted on the delivery receipt.

For Customer Remorse (Changed Mind)

Parcel Items

(Greenhouse Add-Ons and Backyard Living items 70 lbs or less)

  • Orders $200 or more: Free return shipping.

  • Orders under $200: Customer is responsible for return shipping costs.

  • No restocking fees apply to parcel items.

Freight Items

(All Greenhouse Kits and Backyard Living items over 70 lbs)

  • Customer is responsible for return freight costs.

  • Freight items returned opened or in non-original packaging incur a 20% restocking fee.

  • Freight items returned unopened and in original packaging do not incur a restocking fee.

Items must be securely packaged to prevent damage during return shipment.

🔄 Exchanges

We do not offer direct exchanges at this time.
To ensure you get the item you want as quickly as possible, we recommend returning the original item for a refund (following our standard Return Policy) and placing a new order for the replacement item.

This allows for faster processing and ensures the new item is in stock.

⚖️ Return Fee Summary

Return Type Parcel Freight
Defective/Damaged $0.00 – We cover all return costs $0.00 – We cover all return costs
Customer Remorse (Orders $200+) $0.00 – Free Return Shipping Customer pays return freight
Customer Remorse (Orders <$200) Customer pays return shipping Customer pays return freight
Restocking Fee None 20% if opened or not in original packaging

📦 How to Start a Return

To initiate a return, email returns@greenhouserefuge.com with your order number and reason for return.

Once approved:

  • We will issue a Return Merchandise Authorization (RMA).

  • We will provide the correct return address.

  • Items returned without an RMA will not be accepted.

  • Do not return items to the manufacturer or our administrative office.

Refunds are processed within 5–7 business days after the returned item is received and inspected.

Unless eligible for free return shipping under the terms above, customers are responsible for selecting their own carrier and covering return shipping costs.

📍 Damage Reporting Requirement

Transit damage must be reported within 48 hours of delivery to qualify for free replacement or refund.

This requirement applies only to damage claims and does not reduce the 30-day return window for eligible returns.