As part of our "Total Customer Satisfaction Policy" we will accept any return from a customer who has purchased the product(s) from the Star Nursery, Inc. Online store with the following stipulations.
Returns cannot be accepted without a Return Material Authorization (RMA) number. When requesting an RMA number, please tell us the part number from your invoice for each item to be returned.
An RMA number can be obtained by contacting Star Nursery, Inc. via the following methods.
If the product IS DEFECTIVE we will pay for the return shipping amount or arrange to have the defective product picked up. Return shipping method must be approved by a representative of Star Nursery, Inc. You'll get that approval when you get an RMA number. There will be no re-stocking fee applied to returned defective products.
If the product is NOT DEFECTIVE the customer is responsible for the return freight cost. There will be no re-stocking fee for these returns.
When returning products all returns MUST HAVE the RMA number clearly visible on the outside of the shipping carton used to return products to us.
All returns must be sent to the following location, addressed as follows:
Star Nursery, Inc. 125 Cassia Way Henderson, NV. 89014
We cannot accept any returns sent freight collect or with any postage or freight due.
Because of regulations on shipping chemicals or liquids, the original packaging must be used for return shipments. We may elect to have the customer destroy or dispose of products at his/her location rather than return them. In that instance, we will expect the customer to follow and use all safety precautions and disposal methods required by product label or local, state and federal laws. If you need new packaging, please contact us and we will supply it for you free of charge. The customer is responsible for shipping returns correctly. Contact us with any questions (Star Nursery, Inc. 702-568-7000).
Refunds will only be given by the same method the payment for the order was made. If order was paid by credit card, the refund will only be made as a credit to the customer's credit card account. Customers who paid by check can request a check or have the amount applied to a credit card account.
Any refund amount for product(s) will be for the actual purchase price the customer paid at the time of purchase.
RETURN PROCESS OVERVIEW (Step by Step)
Customer contacts us for RMA number. The RMA form is completed and an RMA number is given to customer.
Customer ships back return item(s) via method approved by representative of Star Nursery, Inc.
Return is received by the Star Nursery Online Store.
Return is checked to make sure it is correct and product(s) match items listed on the RMA form.
Return is approved and credit is issued to customer in the same method the order was originally paid for.
Internal credit memo is generated showing when credit was applied and in what amount. Credit memo is then mailed to the customer.
The customer is responsible for making sure credit issued to a credit card is properly applied to their account by the credit card company.
RETURN & PURCHASE
Item(s) to be returned will follow the same rules as in "Return For Credit" Listed above.
If customer requests newly ordered items to ship immediately, customer will be billed at time of order for total order cost. Credit will be applied for returned items once they are received from the customer as detailed above in "Return For Credit".
If customer requests that newly ordered items be shipped after returned item(s) are processed we will do the following:
We will wait for the returned item(s) to be received and processed as listed above in "Return For Credit".
Once credit is applied to customer's account with us we will either bill or credit the customer for the difference and ship the new order.
