Refund and Returns Policy

At Eden Lawn & Garden Centre, we are committed to providing quality farm and garden equipment, reliable products, and excellent customer service. We want you to shop with confidence. If there is an issue with your order, we will work with you to find a fair and reasonable solution in accordance with this policy and applicable Kenyan law.

1. Eligibility for Returns

Customers may request a return or exchange under the following circumstances:

  • Defective or faulty products: An item arrives damaged or develops a fault attributable to a manufacturing defect.
  • Incorrect items delivered: You receive a product different from the one ordered or invoiced.
  • Products damaged during delivery: Your order arrives with visible damage sustained during transportation.
  • Missing items or components: Parts, accessories, or components included in the order are missing.

Please notify us as soon as possible after delivery, preferably within 48 hours for visible damage, incorrect deliveries, or missing items. This helps us investigate and resolve the matter promptly. Reporting an issue after this period does not automatically remove any rights you may have under applicable law.

2. Conditions for Returns

To help us assess your request, returned products should, where reasonably possible:

  • Be accompanied by proof of purchase, such as an Eden invoice, receipt, or order confirmation.
  • Include the original accessories, manuals, and other supplied components.
  • Be returned in their original packaging where reasonably available.
  • Be accompanied by photographs, videos, or a description of the issue where requested.

For products reported as defective, our technical team may inspect or test the item to establish the nature and cause of the fault.

Important: Customers should not dismantle, modify, or attempt unauthorised repairs on machinery before contacting us, as this may complicate the assessment and could affect applicable warranty coverage.

These conditions will not be applied to unfairly deny remedies required by law.

3. Products Not Eligible for Change-of-Mind Returns

Because many of our products are technical equipment or goods that may be affected by use, installation, or handling, we generally do not accept returns solely because a customer has changed their mind, selected the wrong specification, or no longer requires the product.

This generally applies to:

  • Used, operated, or fuel-filled lawn mowers, power tillers, brush cutters, pressure washers, and other machinery.
  • Products damaged through misuse, negligence, improper installation, or failure to follow operating instructions.
  • Spare parts and electrical components that have been installed, used, or altered, unless they qualify for a remedy under applicable law.
  • Custom-ordered, specially configured, or made-to-order products, subject to applicable legal requirements.

This section does not exclude returns or remedies for defective, misrepresented, incorrectly supplied, or otherwise non-compliant products where required by law.

4. Faulty Products and Warranty Claims

Certain products sold by Eden Lawn & Garden Centre are supplied with a manufacturer’s or seller’s warranty. Warranty coverage, duration, and conditions depend on the specific product and the warranty terms provided at purchase.

If your product develops a fault:

  1. Contact our team with your order details and a description of the problem.
  2. Provide photographs or videos where useful.
  3. Follow the instructions provided by our technical team for inspection or assessment.
  4. Where necessary, bring or arrange delivery of the product to our service workshop or another agreed inspection location.

Depending on the nature of the fault, warranty terms, and applicable law, an appropriate resolution may include repair, replacement, or refund.

Warranty coverage generally does not extend to normal wear and tear, consumable parts, accidental damage, improper operation, unauthorised modifications, or damage resulting from inadequate maintenance, unless the applicable warranty or law provides otherwise.

A warranty claim is assessed separately from a change-of-mind return.

5. Refunds

Refunds may be considered where:

  • A product is confirmed to be defective and a refund is an appropriate remedy.
  • Eden supplies an incorrect product and an appropriate replacement cannot be agreed upon.
  • An order is cancelled by Eden and payment has already been received.
  • A refund is otherwise required under the applicable warranty terms or Kenyan law.

Once a refund has been approved, it will ordinarily be processed using the original payment method where practical. If that method is unavailable, we will agree on a reasonable alternative with the customer.

Processing times may vary depending on the payment provider, bank, or mobile money service. Eden will communicate any relevant processing information.

Where a refund is approved for a qualifying return, we will clarify whether delivery charges are refundable based on the circumstances and applicable legal requirements.

6. Exchanges and Replacements

Where appropriate, Eden may offer an exchange or replacement for a qualifying return.

Replacement products will be subject to stock availability. If the same product is unavailable, we will discuss suitable alternatives or another appropriate remedy with the customer.

Customers should not send products back without first contacting our team and receiving return instructions.

7. Delivery and Return Costs

The allocation of return transportation costs will depend on the reason for the return:

  • Incorrect or defective products: Eden will arrange or agree on a reasonable return or inspection process and cover applicable costs where required by law or where the issue is confirmed to be our responsibility.
  • Change-of-mind requests accepted at Eden’s discretion: The customer may be responsible for return transportation and other disclosed costs agreed upon in advance.
  • Large machinery and equipment: Return transportation may require special arrangements because of the size, weight, or handling requirements of the product.

Please contact us before transporting any machinery to our premises. Do not dispatch heavy equipment without agreeing on the delivery arrangements with our team.

8. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

Orders that have not yet been dispatched may be eligible for cancellation. Once an order has been dispatched, delivered, assembled, or specially ordered, cancellation may be subject to additional conditions.

If Eden cancels an order after receiving payment and cannot fulfil it, an appropriate refund will be arranged.

Nothing in this section limits any cancellation or refund rights provided by applicable law.

9. How to Request a Return or Refund

To initiate a return, exchange, or refund request, contact Eden Lawn & Garden Centre using the details below.

Please provide:

  • Your full name and contact number.
  • Your order or invoice number.
  • The product name and model.
  • The date of purchase or delivery.
  • A clear explanation of the issue.
  • Photographs or videos, where applicable.

Our team will review your request and explain the next steps, including any inspection, collection, return, or replacement arrangements.

10. Contact Us

Eden Lawn & Garden Centre

Website: https://edenlg.co.ke/

Email: sales@edenlg.co.ke

Telephone / WhatsApp: 0792478000

Physical Location: Teco Mall, Mombasa Road, Nairobi, Kenya.

11. Your Consumer Rights

This policy is intended to explain Eden’s standard returns and refund procedures. It does not exclude, restrict, or replace any mandatory rights or remedies available to consumers under the laws of Kenya.

Where this policy conflicts with an applicable legal requirement, the applicable law will prevail.

Thank you for choosing Eden Lawn & Garden Centre — Kenya’s Leading Store for Farm & Garden Essentials.