Refund policy

Return and Refund Policy

Last Updated: October 14, 2026

At UI, FRANCES NIVE, we cultivate passion for greenery and understand that having dependable, sharp, and durable tools is the backbone of any flourishing garden. Whether you are pruning delicate rose blossoms, preparing seedling beds with our ergonomically crafted garden trowels, or organizing your greenhouse using our weatherproof plant labels, we want you to feel complete confidence in your purchases.

If a tool does not meet your expectations or arrives damaged from transit, our dedicated customer care team under the leadership of Simon Allden is here to make things right through a seamless, transparent return and refund process.

30-Day Satisfaction Guarantee

We extend a 30-day return window for all unused products starting from the exact date your delivery is confirmed. To qualify for a full refund, items must remain in their original condition:

  • Pruning Tools: Shears, loppers, and snips must be free of soil, sappy residues, water marks, or blade modifications. All protective blade covers, safety locks, and retail packaging must be intact.

  • Garden Trowels & Digging Implements: Blades and handles must show zero signs of ground contact, scratches, or wear, complete with attached tags.

  • Plant Labels & Markers: Packages must remain unopened, complete with all original tags, counts, and stakes.

Non-Returnable & Restricted Items

To safeguard the quality and hygiene standards of our store inventory, the following items cannot be returned:

  1. Gift cards or promotional vouchers.

  2. Custom-engraved or personalized plant markers/labels.

  3. Clearance or "Final Sale" items clearly marked as non-returnable at checkout.

  4. Items returned past the 30-day window or showing evidence of heavy garden use, soil exposure, or rust caused by inadequate post-purchase storage.

Initiating a Return Step-by-Step

Returning your product is designed to be straightforward:

  1. Submit a Request: Contact our support department at [email protected] with your order number, purchase receipt, clear photos of the item, and the specific reason for your return.

  2. Receive Authorization: Upon review, our customer service manager (Simon Allden) will issue an official Return Merchandise Authorization (RMA) along with comprehensive instructions on package preparation.

  3. Pack Safely: Securely package the item in its original box. For sharp items like pruning shears, ensure protective guard covers are firmly attached to prevent transit damage or injury to postal workers.

  4. Ship the Item: Dispatch your return package directly to our authorized processing hub:

UI, FRANCES NIVE – Returns Department

Attention: Simon Allden

Address: 15A Burlington Street, WALKERVILLE, SA 5081, Australia

Note: Unless the return is due to our error (e.g., defective item or wrong order shipped), customers are responsible for paying their own shipping costs for returning items. Return shipping charges are non-refundable. We strongly recommend using a trackable shipping service or purchasing shipping insurance for higher-value tools.

Inspection & Refund Processing

Once your return arrives at our Walkerville facility:

  • Our quality team will conduct a thorough physical inspection within 3 business days.

  • You will receive an automated email notification confirming receipt and detailing the approval or rejection of your refund.

  • If approved, your refund will be processed immediately back to your original payment method. Please allow 5 to 10 business days for your financial institution to settle the funds back into your account.

Damaged, Defective, or Incorrect Items

Your satisfaction is paramount. Upon receiving your shipment, please carefully inspect the package. If your pruning tools arrive with broken springs, your trowel handles show structural cracking, or your plant labels were crushed during transit:

  • Contact [email protected] within 48 hours of delivery.

  • Attach clear photos showing the damaged shipping package and the damaged merchandise.

  • We will send a complimentary replacement immediately or issue a full refund, including original shipping costs, with no return required in selected cases.

Exchanges

We only replace items if they are defective or damaged upon arrival. If you wish to exchange a tool for another model, please process a standard return for the original item and place a separate order for the desired new product on t301ms-c1.myshopify.com.