Refund policy

Refund & Exchange Policy

This policy applies to orders shipped by Sydni Planters, a brand of SYDNI ROLLER QX INC, inside the United States. Read it with the Shipping Policy. A return still has to come back through the mail. We do not take returns at the office door.

Return window

You may return an item within 50 days after you receive it. The 50 days start on the delivery date shown in USPS tracking, not on the day you opened the box and not on the day you paid.

Written another way: you can return a piece from the day it is delivered through the 50th day after that delivery date. A request sent on day 51 will be refused unless the piece is defective and we agree in writing to take it anyway.

What we take back

We accept returns for a change of mind. We also accept returns when the piece is not defective and you simply do not want it. We accept returns when the piece is defective, arrived damaged, or does not match the listing.

For a change-of-mind or non-defect return, the piece must be in the condition it left us:

  • unused as a planter (no soil, water rings, or outdoor weathering)
  • original tags and labels still attached if they arrived attached
  • no dents, scratches, or coating wear beyond what was already visible in the product photos
  • in the original packing or in packing that protects the metal in the same way

A defect or carrier-damage return does not have to look unused. Photograph the problem before you pack it.

What we do not take back

  • Items marked Clearance, Final Sale, or Outlet on the product page
  • Items sold at a stated promotional price that the listing flags as non-returnable
  • Pieces you planted, painted, drilled, or otherwise altered
  • Returns started after the 50-day window, except a defect we have already agreed to review
  • Orders shipped to a third party if that person will not send the piece back

Exchanges

We exchange items. If you want a different size or color of the same product, or a different in-stock planter, say so when you write to us. We will either send the replacement after we inspect the return, or refund the original order so you can place a new one if the size you want is a different price. We do not keep a walk-up exchange counter.

How to start a return or exchange

  1. Email service@sydniplanters.com. You can also open the request from your account order page if that order shows a return link. Phone is +1 (724) 591-6856 if you need the address confirmed.
  2. Put the order number in the subject line. Name the item, the reason, and whether you want a refund or an exchange.
  3. Wait for our reply. We send a prepaid USPS return label and the return address we want used. Do not mail the parcel to 2030 Mackenzie Way until that label and address are in your inbox.
  4. Pack the piece so the coating does not scrape. Attach the prepaid label. Hand it to USPS and keep the receipt or the acceptance scan.

The prepaid label is the return method we use. We do not charge a restocking fee and we do not charge a relisting fee.

Who pays to send it back

We pay the return postage when you use the prepaid label we send. There is no restocking fee and no other return service fee on that label.

If you ignore the prepaid label and buy your own postage, we are not obligated to repay that receipt in full. If we agree in writing that you should ship on your own, we repay the actual USPS postage you paid, and only that postage, after you send the receipt. Do not use a second carrier unless we say so.

If the return exists because we shipped the wrong item or the piece was defective or damaged in transit, we cover the return postage. That is not a change-of-mind case, but the same prepaid label process applies.

When the refund goes out

The refund clock starts when the returned parcel reaches us and we have checked the contents, not when you drop it at the post office. After that inspection, we process the refund within 7 business days.

Money goes back to the original payment method, including PayPal. If you paid with PayPal, the refund appears in that PayPal account. Card refunds follow the card network’s posting time after we release them. We do not deduct a restocking fee from the refund.

Shipping you paid on the original order is refunded when the return is our error or a defect. On a change-of-mind return, the original $10 shipping charge (if you paid one) is not added back unless we say so in the return email.

Lost or wrecked return parcels

If a return we labeled does not scan, or lands crushed, email service@sydniplanters.com. Send the order number, the return tracking number, photos of how you packed it, and the USPS drop-off receipt if you have one. We work the claim from there. Do not assume a silent tracking number means we already issued the refund.

If you shipped a return without our label and that parcel disappears, we need the same evidence before we can refund. Untracked returns you sent on your own are the weakest cases we see. Use the label we send.

Partial returns and replacements

You can return part of an order. We refund the items we receive and accept. You can ask for an exchange instead of a refund on those same items. If the replacement costs more, we collect the difference before it ships. If it costs less, we refund the difference to the original payment method.

Damaged-on-arrival pieces: write within 14 days of delivery, which is the window in the Shipping Policy, and we will treat it as a defect case even if you later choose a refund instead of a replacement.