Refund policy

Marquis Gardens Limited ("we" and "us") is the operator of (infinitycollectabless.shop) ("Website"). By placing an order through this Website the customer ("you") will be agreeing to the terms below.

These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. Returns

1.1. General

We hope you are 100% satisfied with your purchase. If you are not, please contact us at [email protected] for return instructions.

Shipments returned without prior authorization will not be accepted.

We can only accept returns of items that were never used or assembled, in the original box and re-sellable condition.

All returns are issued as store credit only.

Marquis Gardens Limited will not be held accountable for any additional fees a customer might incur during a transaction, such as brokerage/customs fees, taxes, duties, electrician reschedule fees, legal fees, or back-charge fees due to wrongful disputes or any other fees.

1.2. Timelines

If you wish to return your order in full or in part after it has been delivered, please notify customer support at [email protected] within 14 calendar days from the order delivery date.

Return requests received 14 calendar days after the order has been delivered will be reviewed on a case by case basis.

We will not accept return requests 30 calendar days after the order has been delivered.

1.3. Costs

Please be advised, if you wish to return your order after you have received it, you are liable for both original and return shipping-related costs, as well as a credit card processing fee (3% on the refund amount).

If you wish to proceed, we will send you a return shipping label and instructions.

After the returned items have been received and inspected by our team we will issue a refund for the received items, less original shipping cost, return shipping cost, customs clearance, and duties (if applicable).

1.4. Restocking Fee

We reserve the right to apply a restocking fee, if the items returned are not in acceptable condition. To cover costs associated with repacking, repairs or refitting the item returned.

We further reserve the right to deny the return, if the item has been used or otherwise compromised.

1.5. Nor eligible for return

1.5.1. Cut-to-size and customized items

If we cut the item to the size or otherwise customize for your order, we, unfortunately, cannot offer a return/cancellation/refund for such items. These items include, but are not limited to EPDM liner, underlayment, pipe, tubing, wire, aggregates, custom cut sheer descents, items with custom finish or color.

1.5.2. Used or compromised electrical pond equipment

Due to the safety concerns, we cannot resell, and therefore cannot accept the return of any electrical pond equipment which has been used in the water, or is otherwise compromised (for example, retrofitted or cut cord).

1.5.3. Special Orders

As Special orders are procured or manufactured specifically for your order, we can neither exchange nor return these items.

Special orders include, but are not limited to planters, ornaments, statues, and fountains (for example all of the Campania, Universal, Veradek, and Gardenstone Products), non-stock items (for example fire features), not listed items (items we do not normally offer on our website or in-store).

For greater certainty, All of the Campania items are considered special order.

2. Damaged in Transit

2.1. Damage Report Timeframes

We require any damages to be reported within 2 business days of the order arrival. Damages reported after this period will be accepted, but cannot be guaranteed. We will do our best to accommodate any late reports, but the later you notify us of damages, the fewer chances we have to recover the cost from the shipper.

Damage reports for orders that arrived over 30 calendar days will not be accepted.

2.2. Damage Report Submission

In order to claim damages on your order, please send the following information to customer service at [email protected]:

• Your order number;
• Your full name;
• Your contact information;
• The address the order has arrived to;
• At least three photos of the damages:
• photos of the packaging, how the order has arrived;
• overall photo of damaged items;
• close up photos of the damage.

2.3. Resolutions

2.3.1. Partial Credit/Refund

If the damages are insignificant and the product is safe to use, we can offer you a partial credit/refund for your inconvenience.

2.3.2. Re-Staining

Some concrete items can get scuffed or have other insignificant surface damages. It is regrettable, but not uncommon for this type of product. Similar damages can easily be fixed by applying a re-staining kit.

If this has occurred, we will send you a re-staining kit free of charge.

2.3.3. Replacement

If the damage is significant, we will send you the replacement free of charge. We will do our best to expedite the replacement process, but most often than not, the lead time for the replacement would be similar to the original order lead time.

2.3.4. Cancellation after damage

In most cases, we cannot offer cancellation after the products have been shipped. Therefore, if the item has been damaged beyond repair or lost during the shipping, we can only offer a replacement as the resolution.

2.3.5. Product Return

If the damaged items are salvageable, we will send you a return shipping label to collect the damaged items. Otherwise, you can dispose of the damaged items as you see fit.

3. Cancellation

3.1. Cancellation before dispatched

You can cancel your order at any time for a full refund until it has been dispatched. Normally, you will receive an email notification of your order being dispatched for shipping (please check your SPAM and/or Junk folders, as the automatic notification can often get there).

Please be advised, that the credit card processing fee is not refundable by Shopify and other payment processors. Therefore, any refund would accrue a 3% non-refundable charge to cover the credit card processing fees.

3.2. Cancellation for orders in transit

If you wish to cancel the order which has been shipped, please contact customer support at [email protected] immediately. We will do our best to stop the shipment before it reaches you, but it is not always possible, especially if the shipment has crossed the border.

Additionally, you can refuse the shipment at the delivery, in order to return it to the sender.

Please be advised, if you wish to cancel your order after it has been dispatched, you are liable for the following (whichever is applicable);

• original shipping cost, even if the free shipping was offered (see Section 2.1 for more information);
• original customs clearance costs;
• return to sender fees;
• return shipping surcharges;
• return customs clearance costs.

Applicable costs will be deducted from your refund.

3.3. Cancellation after order delivered | Returns

If you wish to return your order in full or in part after it has been delivered, please notify customer support at [email protected] within 14 calendar days from the order delivery date.

We can only accept returns of not-used items, in the original box and re-sellable condition.

Please be advised, if you wish to return your order after you have received it, you are liable for both original and return shipping-related costs.

If you wish to proceed, we will send you a return shipping label and instructions.

After the returned items have been received and inspected by our team we will issue a refund for the received items, minus original shipping cost, return shipping cost, customs clearance, and duties (if applicable).

We reserve the right to apply a restocking fee, if the items returned are not in acceptable condition. We further reserve the right to deny the return, if the item has been used or otherwise compromised.

3.4. Items NOT eligible for return

3.4.1. Cut-to-size and customized items

If we cut the item to the size or otherwise customize for your order, we, unfortunately, cannot offer a return/cancellation/refund for such items. These items include, but are not limited to EPDM liner, underlayment, pipe, tubing, wire, aggregates, custom cut sheer descents, items with custom finish or color.

3.4.2. Used or compromised electrical pond equipment

Due to the safety concerns, we cannot resell, and therefore cannot accept the return of any electrical pond equipment which has been used in the water, or is otherwise compromised (for example, retrofitted or cut cord).

3.4.3. Special Orders

As Special orders are procured or manufactured specifically for your order, we can neither cancel nor return these items after they have been procured or manufactured.

Special orders include, but are not limited to planters, ornaments, statues, and fountains (for example all of the Campania, Universal, Veradek, and Gardenstone Products), non-stock items (for example fire features), not listed items (items we do not normally offer on our website or in-store).

For greater certainty, All of the Campania items are considered special order. You can cancel any Campania item and receive a full refund before the item ordered has been manufactured by Campania. After the item has been manufactured and is waiting to get shipped, we no longer can offer cancellation, exchange, modification, or return of such item.

To inquire about the current status of the special item you have ordered, and its eligibility to be canceled, please contact customer service at [email protected]

4. Warranty

4.1. General

It is solely the responsibility of the customer to provide the proper handling care and maintenance to all items purchased from us. Failure to do so will render the warranty null and void.

Any customization (retrofitted plug, cuts, change in shape, unoriginal parts, etc.) of items under active warranty will render the warranty null and void.

4.2. Warranty duration

We are trying our best to list the warranty duration on every product's page in the description section. Nevertheless, if the information is not listed, please contact customer support at [email protected] for more information.

Warranty duration and limitations are set by the product manufacturer. If you have questions about warranty limitations or duration for any specific item contact customer support at [email protected] or consult the manufacturer directly.

For any items manufactured by Marquis Gardens Limited, a limited warranty is provided for one calendar year or 365 calendar days from the date item has been received or picked up by the customer.

4.3. Inspection

If you suspect the item you have purchased from us to be faulty all malfunctioning, please contact customer support at [email protected] for troubleshooting. Do not hesitate to attach as much visual material (photos and videos) as possible. In most cases, we can help fix the problem without the need to repair or replace the item.

We require inspection of the item in question in order to process the warranty claim. The customer is liable for costs associated with shipping the faulty item to us for inspection.

If the item is deemed to be working as expected, the customer is also liable for the shipping costs associated with the items returned to the customer.

In some cases, we can use clear video showing the problem, and the troubleshooting steps taken in lieu of the inspection. Please contact customer support at [email protected] for instructions.

4.4. Replacement

If an item is defective or fails within the first 30 days we will replace the item free of charge, including shipping and customs charges.

If an item fails after 30 days the customer is responsible for the shipping cost and customs charges (if applicable) associated with the delivery of the free replacement.

4.5. Refund

At the customer's request, we can offer a refund in lieu of a free replacement. Refund is offered in a form of an in-store credit, which does not have an expiry, and can be redeemed both online and in-store.

Original shipping costs, including customs clearance costs and duties when applicable, are non-refundable. If the product purchased was offered with free shipping, the original costs will be deducted from the refund.

4.6. Consecutive claims

A single item cannot be replaced under warranty more than once. The act of receiving a new item as replacement under warranty renders warranty obligation concluded and is not eligible for a consecutive claim.

4.7. Indemnification

While we offer to resolve warranty claims with customers directly, as part of our customer service experience, we are ultimately not liable for the warranty of any items not manufactured by Marquis Gardens.

Liability and warranty offered are set by the manufacturer and in case of dispute, we have to abide by the manufacturer's warranty claim decision and/or resolution offer.

5. Customer service

If you have questions about our policies, please do not hesitate to contact customer service at [email protected] or at +1 (866)-559-9647 | +1 (905)-760-0587.