СЛИВЕН ЕООД

Refund and Returns Policy

Effective Date: September 22, 2026‌

This Refund and Returns Policy is issued and enforced by ИН ХАУС СЛИВЕН ЕООД, with registered business address at ул. Илинденско въстание №11, 8800 Sliven, official contact email [email protected], and support hotline +359 70020380. This policy applies to all purchases made via our official e-commerce website www.sliveneood.com, which offers over 120 unique ergonomic garden tools and gardening gear for home growers to dig, prune, and tend their backyards, balconies, and raised beds. As a platform with 98% highly trusted rating and more than 63,000 happy customers, all returns and related compensation requests from users must strictly abide by the rules set out in this policy. We explicitly emphasize at the very beginning that ‌no pure refund request without product return will be approved under any circumstances‌, to maintain a fair and stable transaction environment for all our home grower community.

1. Basic Return Eligibility Rules

All products purchased on our website qualify for return applications only if they meet the following preconditions:

  • The return request is submitted within 30 calendar days from the date you receive the gardening products.
  • The product itself is unmodified, unused, and retains its original factory packaging, labels, and all included accessories. Products that show obvious signs of use, improper operation damage, or personal customization modifications that cannot be resold normally will not be eligible for return.
  • You are required to return the physical product to our designated return warehouse completely, we will not process any form of refund or compensation before we receive and complete the full inspection of the returned goods. We strictly do not accept any “only refund without returning the product” requests, including but not limited to partial only-refund, full amount only-refund, and scenario-conditional only-refund applications, to avoid unfair losses to our operations and disruptions to our normal inventory circulation that would affect the shopping experience of other 63,000+ happy customers.

2. Return Operation Process

To submit a valid return application, you need to follow the standardized process below:

  1. Contact our customer service team via [email protected] or our support hotline +359 70020380 within the 30-day eligibility window, provide your order number, product photos, and the reason for your return. Our team will verify your application and respond with a formal return authorization and our designated return warehouse address within 2 working days.
  2. Send the complete product back to the assigned warehouse address with a traceable shipping courier, and keep the shipping receipt properly for verification. You will bear the initial return shipping fees unless the product is confirmed to have a manufacturing defect by our quality inspection team.
  3. After our warehouse team receives the returned package, our quality control staff will carry out a full inspection of the returned garden tools within 3 working days, confirm that the product meets the return eligibility requirements, and then start the follow-up process. We will not issue any refund before completing this inspection and confirming you have fully returned the corresponding product, and all applications that request to receive a refund before returning the physical product will be directly rejected.

3. Exchange and Refund Execution Rules

Once your returned product passes our quality inspection, you can choose one of the two processing solutions as you prefer:

  • ‌Product exchange‌: You can choose to exchange for a same-model product, or switch to another gardening gear of equal or higher value from our 120+ total products. If the new selected product has a higher price than the original order, you only need to pay the price difference, and we will cover the re-delivery shipping fees for the exchanged item.
  • ‌Refund after valid return‌: If you choose to get a refund after we confirm the product is fully and correctly returned, we will process the refund to your original payment account within 7 working days. The refund amount will exclude any original express delivery fees and payment processing fees incurred during the initial purchase as stipulated in the original order terms.

We reiterate again that we never support any application that does not return the product but only requests a refund, even if you claim that the product is slightly damaged or you have encountered minor delivery issues. All requests must be processed through the complete product return channel to ensure fairness for every home grower that shops on our platform.

4. Exceptions and Support Contacts

For products that are clearly marked as final sale on our product page, perishable gardening supplies, and customized tools made exclusively according to your personal specification requirements, we do not accept return applications under normal non-quality-issue scenarios. If you have any questions about this Refund and Returns Policy, you can reach out to our dedicated after-sales team at any time via ул. Илинденско въстание №11, 8800 Sliven, email [email protected], or phone +359 70020380. We will respond to all your inquiries within 24 hours and help you resolve any return related issues properly.