This Refund and Return Policy governs the transactions, cancellations, and remediation procedures for customers purchasing our stainless steel horticultural utensils via www.steelpourgarden.com. This brand and online interface are fully owned and operated by GREEN SPADE PTE. LTD., a registered company based in Singapore (Company Registration Number: 201631386G), with its registered corporate office at 39 Woodlands Close #08-85 Mega@Woodlands, Singapore 737856.

1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)

In strict accordance with European consumer protection legislation, customers residing within the European Union (EU) or the European Economic Area (EEA) possess a statutory right to withdraw from this purchase contract without providing any justification.

  • The Withdrawal Window: This cooling-off period expires exactly 14 days from the date on which you, or a designated third party other than the shipping carrier, take physical possession of the product.
  • Notification Protocol: To exercise this right, you must notify our customer support team of your decision through a clear, unequivocal statement transmitted via email to stainless@steelpourgarden.com before the 14-day timeline concludes.

2. Return Logistics and Addressing

Should you choose to exercise your standard right of withdrawal within the designated 14-day window, you will be fully responsible for the physical return of the item.

  • Authorized Return Destination: All authorized product returns from European customers must be dispatched directly back to our corporate operational facility:GREEN SPADE PTE. LTD. 39 Woodlands Close #08-85 Mega@Woodlands, Singapore 737856
  • Condition of Returned Hardware: Items must be returned in their original, unused condition, inside their initial protective packaging, to prevent any physical degradation during international transit.
  • Return Shipping Fees: In line with standard international mercantile practices, all direct costs associated with returning the item to our Singapore facility are the sole responsibility of the consumer. Shipping fees are non-refundable.

3. Defective, Faulty, or Damaged Items

We enforce strict operational quality routines prior to order dispatch. However, if a stainless steel item is delivered with severe structural flaws or physical damage incurred during transit, your rights are fully protected under statutory consumer warranties.

  • Reporting Protocol: Please notify our support team at stainless@steelpourgarden.com within a reasonable timeframe following delivery. Please provide your Order Number alongside verifiable photographic or video evidence documenting the exact deficit or damage.
  • Fulfillment of Remedy: Upon review and verification of the submitted evidence by our team, we will promptly implement appropriate remedies—either issuing a full transaction refund or dispatching a complete replacement consignment at no extra cost. You will not be required to return the damaged item to our facility once sufficient photographic verification has been validated.

4. Shipping Delays & Extended Transit Remediation

Our logistics operations are structured to deliver hardware across Europe efficiently and transparently.

  • Logistics Partners: We cooperate exclusively with recognized international courier networks, utilizing priority services provided by DHL, FedEx, and UPS.
  • Transit Estimates: Standard shipping to European territories typically requires 5 to 12 business days following order fulfillment from our inventory.
  • Tracking Notifications: To ensure full transaction transparency, our system automatically dispatches detailed logistics tracking updates to your registered email address upon order dispatch, arrival at primary international transit hubs, and local delivery deployment.
  • Extended Delay Investigation: Should a shipment exceed the standard estimated delivery window (12 business days), please contact us immediately. We will launch a formal trace investigation with the carrier. Depending on the findings, we will issue a complete transaction refund or dispatch a replacement item to remedy the delivery failure.

5. Refund Mechanics and Processing Channels

Once a refund is approved by our team—either through the valid exercise of the right of withdrawal or due to verified item damage—the financial transaction will be executed systematically.

  • Original Payment Instruments: Refunds will be credited back exclusively to the original payment method utilized during checkout. We support major transparent payment instruments, including:
    • Credit and Debit Networks: Visa, Mastercard, and American Express.
    • Digital Wallets: Apple Pay, Google Pay, and other authorized electronic checkout solutions integrated into our platform.
  • Processing Timeframes: Following our formal approval, the transaction will be processed through standard financial networks. The time required for the funds to reflect on your bank statement typically depends on your financial institution’s internal processing rules.