Customer care
Refund Policy
How refunds, replacements and cancellations work for digital downloads and made-to-order products bought in the Exclusive Gardening shop.
Last updated: October 27, 2026
- Digital downloads are final sale once you have access to the files. If a file is faulty, missing or not as described, we fix it or refund you.
- Made-to-order products cannot be returned for a change of mind. If an item arrives damaged, defective, misprinted or wrong, we replace it or refund you.
- Report a problem within 30 days at info@exclusivegardening.com.
Digital products
Our planners, checklists and other printable PDFs are digital products. You get access to the files immediately after payment, and a downloaded file cannot be returned. For that reason, all sales of digital products are final. We do not offer refunds for a change of mind, for not using the product, or for buying a product you do not need.
We will give you a full refund, or a working replacement if you prefer, when:
- a file is corrupted, incomplete or will not open, and we cannot fix the problem within a reasonable time;
- you did not receive access to your files, and we cannot resolve the delivery problem;
- you were accidentally charged more than once for the same product;
- the product is materially different from its description on our website.
Please contact us within 30 days of your purchase. Free downloads are not purchases and are therefore not eligible for a refund.
Made-to-order products
Some products, such as printed items, are made to order for you by our production partners. They are produced after you order and are not kept in stock. We therefore do not accept returns or exchanges for a change of mind, or for a size, color or design you selected. Please check the size guide and product details before you order.
Damaged, defective or wrong items
If your item arrives damaged, defective or misprinted, or is not the item you ordered, contact us within 30 days of delivery. Include your order number and clear photos of the item, the issue and the shipping label. After reviewing your request, we will send a free replacement or give you a full refund, including the original shipping cost. In most cases, you do not need to send the item back.
Lost packages
If your tracking information shows no progress or your package appears to be lost, let us know. We will look into it with the carrier. If the package is confirmed lost in transit, we will send a free replacement or refund you in full.
Not covered
- Change of mind, or a size, color or design you selected
- Normal wear, or damage caused by washing or use that does not follow the care instructions
- Small differences in color between your screen and the printed product
- Packages that could not be delivered because the address entered at checkout was incorrect or incomplete. We are happy to reship these at the cost of the new shipment.
Cancellations
Digital orders cannot be cancelled once access to the files has been provided.
Made-to-order items go into production quickly. Contact us as soon as possible if you want to cancel or change an order. If production has not started yet, we will cancel the order and refund you in full. Once production has started, the order can no longer be cancelled or changed.
How to request help
Email info@exclusivegardening.com or use our contact page, and include:
- your order number and the email address used for the order;
- a short description of the problem;
- photos, for physical products.
We aim to reply within 2 business days.
Refund method and timing
Approved refunds are issued to your original payment method within 5 business days of approval, in the currency you paid. Your bank or card issuer may take another 5 to 10 business days to show the credit. When a digital product is refunded, download access for that order ends.
Payment disputes
If something is wrong with your order, please contact us first. We can usually solve the problem much faster than a payment dispute. This does not affect your right to contact your bank or card issuer.
Your legal rights
This policy does not limit any rights you have under applicable consumer protection law, including warranties that cannot be excluded by law. If the law where you live gives you additional rights, those rights apply in addition to this policy.
Our shop currently sells to customers in the United States.
Contact
Exclusive Gardening
Email: info@exclusivegardening.com
Contact page
See also our Terms of Use and Privacy & Cookie Policy.
Frequently asked questions
Can I get a refund after downloading a planner?
Digital products are final sale once you have access to the files. If a file does not work or is not as described, contact us and we will fix it or refund you.
I ordered the wrong size. Can I exchange it?
Made-to-order products cannot be exchanged for a size, color or design you selected. Please check the size guide before ordering. If the size you received does not match the size you ordered, we replace it free of charge.
Do I need to send a damaged item back?
Usually not. Photos are normally enough for us to arrange a replacement or refund.