Returns & Exchanges Policy
Returns & Exchanges
At the Secret Garden at Brys Estate it is our top priority to deliver high quality, handmade products to your door. With that said, it is our goal to make sure every customer who purchases our products is satisfied and happy with their products and the service they received.
*Please note that our team typically responds to emails within 24-48 hours. Receiving replacement products typically takes 5-10 days. Refunds can take a week or more to process through the bank.
*Please note that our team typically responds to emails within 24-48 hours. Receiving replacement products typically takes 5-10 days. Refunds can take a week or more to process through the bank.
Returns Process
Before returning you item(s), please contact us via email to obtain authorization and discuss the situation and details of your return. Be sure to include your name and order number and, if damage has occurred, include a photo of the items in your initial email. Unopened and unused product must be returned within 30 days of the original purchase. Open product must be returned within 15 days of the original purchase and contain all unused product.
Once you have contacted us, we will review your case and determine the options on a situational basis. Refunds will be processed after we receive and inspect the items. We will notify you of the amount being returned to you via email. After we initiate a refund, it could take up to 7 business days for the refund to go through. All returns will be credited to the original form of payment.
Once you have contacted us, we will review your case and determine the options on a situational basis. Refunds will be processed after we receive and inspect the items. We will notify you of the amount being returned to you via email. After we initiate a refund, it could take up to 7 business days for the refund to go through. All returns will be credited to the original form of payment.
Exchange Process
On a situational basis, we except exchanges of select items that are new and untampered. We CANNOT accept exchanges for any bottled body products or food items. You must contact us for authorization before exchanging an item. Please notify us that you would like an exchange within 15 days of receiving the items. If you would like to exchange one or more of your items, please follow the steps below.
- Please contact us via email explaining the issue. Include photos of the issue, your name and your order number.
- After our team evaluates the situation, we will contact you via email with a specific plan of action based on the circumstances. Please check your email often during this time.
Return Shipping
In the case of damaged, missing or incorrect items, we will cover the cost of return shipping when necessary. We will email you a pre-paid return label to attach to your box - all you will have to do is pack it up and deliver it to the shipping carrier. We ask that you include your order number on a piece of paper within the box.
In the case of dissatisfaction or customer error, the customer will be responsible for obtaining a label and paying for the item(s) to be shipped back to our facilities. All packages must be sent through a traceable and insurable method. Keep the tracking information until your return has been processed. We ask that you include your name and order number on a piece of paper inside the box.
Please use the address below:
Secret Garden at Brys Estate
13400 Center Road
Traverse City, MI 49686
In the case of dissatisfaction or customer error, the customer will be responsible for obtaining a label and paying for the item(s) to be shipped back to our facilities. All packages must be sent through a traceable and insurable method. Keep the tracking information until your return has been processed. We ask that you include your name and order number on a piece of paper inside the box.
Please use the address below:
Secret Garden at Brys Estate
13400 Center Road
Traverse City, MI 49686