Return Policy

Our Commitment to Quality

At Ximzik, we stand behind the quality of our landscape design products and services. Your satisfaction is our priority, and we want you to be completely happy with every purchase you make from us.

This Return Policy outlines our procedures for returns, exchanges, and refunds for landscape design products purchased through ximzik.ddd. Please read this policy carefully before making a purchase.

Product Returns

Native Plant Collections

We take great care to ensure all plants are healthy and robust at the time of delivery. However, we understand that issues may occasionally arise. Our plant return policy includes:

• Plants must be returned within 7 days of delivery if you are unsatisfied with their condition
• Plants showing signs of disease, pest damage, or poor health at delivery are eligible for replacement or full refund
• Plants must be returned in their original containers with root systems intact
• Living plants that die due to improper care after delivery are not eligible for return
• Photographic evidence of plant condition may be required before authorization of return

Please contact us immediately upon delivery if you have concerns about plant health or quality. We will work with you to arrange inspection, replacement, or return as appropriate.

Soil Blends and Garden Products

Our soil blends, amendments, and maintenance products are covered by the following return policy:

• Unopened products may be returned within 14 days of delivery for full refund
• Products must be in original packaging and resalable condition
• Opened or used products may be eligible for partial refund if defective or not as described
• Bulk soil deliveries cannot be returned once delivered and unloaded at your property
• If products arrive damaged or defective, please notify us within 48 hours of delivery

We reserve the right to inspect returned products to verify condition and eligibility for refund.

Service Satisfaction Guarantee

While this return policy primarily addresses physical products, we also stand behind our landscape design and installation services:

• If you are unsatisfied with our design work, we will revise plans until you are completely satisfied
• Construction and installation work comes with workmanship guarantees as specified in your service contract
• Plant installations include a 90-day establishment warranty (conditions apply)
• We will address any concerns about service quality promptly and professionally

Service-related concerns should be raised directly with your project manager or by contacting our office. We are committed to resolving any issues to your complete satisfaction.

How to Initiate a Return

To return a product purchased from Ximzik, please follow these steps:

Step 1: Contact Us

Contact our customer service team within the applicable return period:

Phone: +61 2 8594 3968
Email: info@ximzik.world

Provide your order number, details about the product you wish to return, and the reason for return. Our team will review your request and provide authorization if eligible.

Step 2: Receive Return Authorization

Once your return is approved, we will provide you with:

• A Return Authorization Number (RAN)
• Instructions for packaging and shipping (if applicable)
• Return address or collection arrangements
• Expected timeline for processing your return

Do not return products without prior authorization, as unauthorized returns may not be accepted.

Step 3: Return the Product

Package the product securely in its original packaging if possible. Include the Return Authorization Number on the package. Depending on the product and circumstances, we may:

• Arrange collection from your address
• Provide a prepaid return label for shipping
• Request that you ship the item to our location (with reimbursement for approved returns)

Step 4: Refund Processing

Once we receive and inspect your return:

• Approved refunds will be processed within 7-10 business days
• Refunds will be issued to the original payment method
• You will receive confirmation via email once the refund is processed
• Please allow additional time for your financial institution to credit your account

Non-Returnable Items

The following items and services are not eligible for return or refund:

• Custom-designed landscape plans created specifically for your property
• Landscape design consultation fees
• Completed construction and installation services
• Bulk materials after delivery and unloading (soil, mulch, aggregates)
• Plants that have been planted or removed from their containers
• Products damaged due to misuse, neglect, or improper storage
• Products purchased from third-party retailers or websites
• Clearance or sale items marked as final sale

If you have questions about whether a specific item is returnable, please contact us before making your purchase.

Exchanges

We are happy to facilitate product exchanges in the following situations:

• Wrong product delivered due to our error
• Defective or damaged products
• Plant varieties that are unsuitable for your specific growing conditions

To request an exchange, follow the same return process outlined above and indicate that you would prefer an exchange rather than a refund. We will work with you to arrange delivery of the replacement product.

Exchange shipping costs will be covered by Ximzik when the issue is due to our error. For exchanges requested for other reasons, shipping costs may apply.

Return Shipping Costs

Return shipping costs depend on the reason for return:

• If the return is due to our error, defect, or damage in transit, we will cover all return shipping costs
• For returns due to change of mind or ordering error, you may be responsible for return shipping costs
• Large or heavy items may require special freight arrangements, which we will coordinate with you

We will clearly communicate any shipping costs before you commit to returning an item.

Damaged or Defective Items

If your order arrives damaged or defective, please:

• Inspect all items immediately upon delivery
• Take photographs of any damage, including packaging
• Contact us within 48 hours of delivery
• Do not dispose of damaged items or packaging until we have reviewed your claim

We will work quickly to arrange replacement or refund for damaged or defective items. In most cases, we do not require return of damaged products and will ship replacements immediately upon verification of the issue.

Refund Timeline

Our typical refund timeline is as follows:

• Return authorization: 1-2 business days after request
• Product inspection upon receipt: 2-3 business days
• Refund processing: 3-5 business days after approval
• Credit to your account: 5-10 business days depending on your financial institution

We will keep you informed throughout the return process via email. If you have not received your refund within the expected timeframe, please contact us so we can investigate.

Questions About Returns

If you have questions about this Return Policy or need assistance with a return, our customer service team is here to help:

Ximzik
38 Bayswater Road
Potts Point NSW 2023
Australia
Phone: +61 2 8594 3968
Email: info@ximzik.world

Our business hours are Monday to Friday, 8:00 AM to 5:00 PM, and Saturday, 9:00 AM to 2:00 PM. We aim to respond to all inquiries within one business day.

Changes to This Policy

Ximzik reserves the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to this page. We encourage you to review this policy periodically, especially before making a purchase.

Returns requested before a policy change will be processed under the policy in effect at the time of purchase.