Return Policy

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Overview

At Spyxmyghep, we strive to ensure complete satisfaction with our garden lighting and watering systems. This Return Policy outlines the terms and conditions for cancellations, refunds, and returns of our products and services.

Due to the custom nature of our installations and the professional services involved, our return policy differs from standard retail products. Please read this policy carefully before making a purchase.

Service Cancellations

We understand that circumstances change. If you need to cancel a scheduled installation, the following terms apply:

Cancellation More Than 7 Days Before Installation

If you cancel your service at least 7 business days before the scheduled installation date, you will receive a full refund of your deposit minus a 10% administrative processing fee. This fee covers initial consultation time, site assessment, design work, and scheduling coordination.

Cancellation 3 to 7 Days Before Installation

Cancellations made 3 to 7 business days before the scheduled installation date will receive a 50% refund of the deposit. At this stage, we have typically ordered equipment and allocated resources specifically for your project.

Cancellation Less Than 3 Days Before Installation

Cancellations made less than 3 business days before installation will forfeit the entire deposit. Equipment has been ordered, crews scheduled, and materials prepared for your specific installation.

Custom Equipment Orders

Some projects require custom-ordered lighting fixtures, specialized irrigation components, or smart controllers configured to your specifications. These custom items are:

  • Non-refundable once ordered from suppliers
  • Cannot be returned to manufacturers
  • Specified in your service agreement before ordering

You will be clearly informed if your project includes custom equipment and given the opportunity to approve before ordering.

Post-Installation Returns

Once installation is complete and you have approved the work, services are considered final and non-refundable. However, we stand behind our work with comprehensive warranty coverage.

Warranty Coverage

All installations include warranty protection covering:

  • Workmanship defects for 2 years from installation date
  • Equipment failures covered by manufacturer warranties
  • Free repairs for installation-related issues
  • Replacement of defective components at no charge

Warranty coverage does not include damage from misuse, weather events, accidents, or lack of recommended maintenance.

Defective Equipment

If equipment proves defective within the warranty period, we will repair or replace it at no charge. To make a warranty claim:

  • Contact us within 30 days of discovering the defect
  • Provide photos or description of the issue
  • Allow our technician to inspect and diagnose the problem
  • Retain all original equipment and packaging when possible

We will schedule a service visit to assess the issue and determine the appropriate resolution.

Dissatisfaction with Work

Your satisfaction is important to us. If you are not satisfied with the completed installation:

  • Notify us within 7 days of installation completion
  • Clearly describe your concerns and expectations
  • Allow us an opportunity to address and resolve the issues

We will work with you to make reasonable adjustments to ensure the installation meets your expectations and the specifications outlined in your service agreement.

Refund Processing

Approved refunds will be processed within 10-14 business days of approval. Refunds will be issued to the original payment method used for the deposit. Please note:

  • Credit card refunds may take 5-10 business days to appear on your statement
  • Bank transfer refunds are typically completed within 3-5 business days
  • You will receive email confirmation when the refund is processed

Rescheduling

If you need to reschedule rather than cancel your installation, we will make every effort to accommodate you:

  • One free reschedule permitted if requested at least 5 days in advance
  • Additional reschedules may incur a $75 rescheduling fee
  • Rescheduling subject to availability of our installation crews
  • Weather-related rescheduling is always free of charge

Force Majeure

Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including but not limited to natural disasters, severe weather, power outages, labor disputes, or government actions.

In such cases, we will work with you to reschedule at no additional charge or provide a full refund if rescheduling is not feasible.

Dispute Resolution

If you have a dispute regarding refunds or returns, we encourage you to:

  • Contact our customer service team to discuss the issue
  • Provide documentation supporting your claim
  • Allow us 10 business days to investigate and respond

We are committed to resolving all disputes fairly and in accordance with applicable consumer protection laws.

Contact Us

For questions about our Return Policy or to initiate a cancellation or warranty claim, please contact us:

  • Email: contact@spyxmyghep.world
  • Phone: +1 416-393-7131
  • Address: 789 Yonge St, Toronto, ON M4W 2G8, Canada
  • Hours: Monday-Friday 9:00 AM - 6:00 PM, Saturday 10:00 AM - 4:00 PM