Exchange and Return Policy

Exchange and Return Policy  The Synthetic Garden

Please read carefully to ensure you fully understand our policies. Stay assured and count on us!

We recommend that before sending any product for exchange or return, you first contact our Customer Service Center at thesyntheticgarden@gmail.com for guidance on how to proceed with the exchange or return process.

Return Policy

Order Cancellation

If you purchased a product through amrimports.com, received it in perfect condition, and still wish to cancel your purchase, you may request a cancellation through our Customer Service Center at thesyntheticgarden@gmail.com.

However, please note the following conditions.

Cancellation Period

According to the Consumer Protection Code, customers who purchase products from online stores have up to 7 (seven) days from the date of receipt to request a cancellation.

Important: The right of cancellation is a reflection period intended to protect consumers from aggressive marketing tactics and the uncertainty of purchasing a product they have not physically seen. However, this does not mean that the product may be used for testing purposes.

The request for cancellation must be immediately communicated to our support team and must follow these conditions:

  • The product must be returned via the postal service to the return address provided by our support team.
  • The product must be returned in its original packaging, along with all manuals.
  • The product must be accompanied by its proof of purchase.
  • The product must not show any signs of use.

ATTENTION: Products that do not meet these conditions will not be accepted and will be returned to the sender.

Refund Process

  • Credit Card Payments: The refund may take up to two billing cycles to be processed.
  • ATTENTION: Refunds will only be processed after the product has been received and its condition has been reviewed at our Distribution Center. The product must not show any signs of use.

NOTE: All requests for cancellation must be communicated to our Customer Service Center before sending the product back. If not, the return will not be accepted.

Exchange Policy

Regarding Clothing and Footwear

We do not exchange products for incorrect sizes. To avoid sizing issues, we provide detailed measurements in centimeters for all our products.

According to the Consumer Protection Code – Article 18, retailers are not legally required to exchange products due to customer dissatisfaction regarding color, size, model, or other personal preferences. The only legal right for a customer to request an exchange applies only to defective products.

Defective Products

Product with Suspected Manufacturing Defect

Products sold on The Synthetic Garden website come with a 90-day warranty against natural manufacturing defects.

How to Request an Evaluation for a Suspected Defect

Returning the Product

  • The product must be sent via postal service to the address listed on the original purchase label.
  • The product must be returned in its original packaging.
  • The customer must include the proof of purchase with the returned product.
  • The customer must provide a written statement describing the defect, how the product was used, and how frequently it was used.

ATTENTION: Products that do not meet these conditions will not be accepted for defect analysis and will be returned to the sender.

Defective Product Evaluation Process

The defect evaluation will be conducted by our suppliers, and we will provide a final report on the exchange request. Estimated processing time: 15 business days from the date the product is received.

Approved Exchange Request

  • The customer will receive a replacement product at their original address, at no additional cost.
  • If the same model is not in stock, the customer will be notified and may choose another product from our website, respecting the available store credit limit.
  • If the selected replacement product has a higher price, the customer will be responsible for paying the price difference.

Denied Exchange Request

If the defect evaluation determines that the product is not defective, it will be returned to the customer with a written statement explaining the reason for rejection, with no right to replacement.

Reasons for Exchange Denial

  • No defect found (the reported issue was not detected).
  • Signs of improper use of the product.
  • Signs of accidental damage.
  • Wear and tear from normal use.
  • Improper washing or maintenance of the product.

Automatic Order Cancellation by The Synthetic Garden

Order cancellations and the release of purchased products by The Synthetic Garden  may occur automatically in the following cases:

  • Failure to process payment for the purchase on a credit card.
  • Inconsistencies in order details provided at checkout.
  • Out-of-stock items.

Refunds for Order Cancellations by The Synthetic Garden

Refunds will be issued in the following cases:

  • Failure to deliver the product due to an incorrect or inaccessible address provided by the customer. In this situation, the product will be returned to our Distribution Center, and only the product price will be refunded, excluding shipping costs.
  • Out-of-stock items after purchase. If a product becomes unavailable due to high sales volume, a full refund will be issued using the same payment method used at checkout. The customer will be notified of this issue.