At Jardin Extérieur, we are committed to providing high-quality products for your outdoor living, gardening, and pet care needs. Our shipping and returns policies are designed to ensure your complete satisfaction with every purchase.

Shipping Information

Order Processing Time

We process all orders within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Shipping cost: €12.95
    • Delivery time: 10-15 business days after dispatch
  • Free Shipping:
    • Carrier: EMS
    • Available for orders over €50
    • Delivery time: 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on your location and customs processing. We currently ship worldwide, excluding some Asian countries and remote areas.

Tracking Your Order

Once your order has been shipped, you will receive a confirmation email with tracking information. You can use this tracking number to monitor your package’s progress.

Returns & Exchanges Policy

We want you to be completely satisfied with your purchase from Jardin Extérieur. If you’re not happy with your order, we offer a straightforward return and exchange process.

Return Conditions

  • You have 15 days from the date of receipt to request a return or exchange.
  • Items must be returned in their original condition: unused, with original packaging and tags attached.
  • Original invoice or proof of purchase must be included with the return.
  • Customized or made-to-order items cannot be returned or exchanged.

Non-Returnable Items

For hygiene reasons, the following products cannot be returned or exchanged:

  • ALIMENTS POUR POISSONS (Fish Food)
  • HYGIENE ET SOINS AQUATIQUES (Aquatic Hygiene and Care Products)
  • HYGIENE ET SOINS POUR REPTILES (Reptile Hygiene and Care Products)
  • HYGIENE ET SOINS POUR RONGEURS (Rodent Hygiene and Care Products)
  • L’ALIMENTATION POUR RONGEURS (Rodent Food)

Return or Exchange Process

Follow these simple steps to return or exchange an item:

  1. Contact our customer service by email at [email protected] within 15 days of receiving your order.
  2. Provide the following details (you may use our template below):
    • Your order number
    • Item(s) you wish to return or exchange
    • Reason for return or exchange
    • For exchanges: specify the replacement item desired
  3. Wait for confirmation and return instructions from our team.
  4. Package the item(s) carefully with all original documents and ship to:
    Jardin Extérieur – Retours
    72 Rue des Chalâtres
    Nantes, FR 85144

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[order number]

Hello,

I would like to return/exchange (delete as appropriate) an item from my order #[order number].

Item(s) concerned: [Product name(s)]

Reason: [Briefly describe the reason for return/exchange]

For exchanges: I would like to exchange for [replacement product name].

Please confirm the procedure to follow.

Best regards,

[Your name]
[Your email address]
[Your phone number]

Refunds

  • Once we receive and inspect your return, we will send you an email confirmation.
  • Refunds will be processed within 5-10 business days after we receive and validate your return.
  • Refunds will be issued to your original payment method:
    • Credit cards (Visa, MasterCard, JCB): credited to your account
    • PayPal: credited to your PayPal account
  • Original shipping costs are non-refundable, except in cases of our error or defective items.

Exchanges

  • For exchanges, we will ship the new item as soon as we receive and process your return.
  • If the exchanged item has a different price, we will adjust the amount accordingly.
  • Shipping costs for the replacement item are covered by us.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the product and its packaging. We will provide specific return instructions and ensure you receive a replacement or full refund, including shipping costs.

Contact Us

For any questions about our shipping or returns policies, please don’t hesitate to contact our customer service:

Email: [email protected]

We strive to respond to all inquiries within 48 business hours.

Thank you for shopping with Jardin Extérieur – your trusted partner for outdoor living and pet care solutions!