Effective Date: October 23, 2026
Published by PRO-TEHNA d.o.o. | Available at www.pro-tehna.com
This Refund and Returns Policy applies to all gardening products purchased via our official e-commerce platform, including but not limited to our full range of garden trowels, watering cans, plant labels, and other outdoor gardening supplies. We have designed this policy to ensure a fair, transparent shopping experience for every customer, while maintaining the operational integrity of our small specialized gardening tool business. We explicitly state that no “refund only” requests are permitted for any order under any circumstances, and all eligible requests must follow the formal return for replacement or full refund process outlined below. By placing an order on www.pro-tehna.com, you fully acknowledge and agree to abide by all terms laid out in this policy.
1. General Eligibility for Returns
You are eligible to initiate a return request within 14 calendar days from the date you physically receive your ordered product, provided that all the following conditions are fully met:
- The product is in its original, unaltered condition, with no signs of usage including scratches, dirt, rust, or damage caused by misuse, improper storage, or incorrect operation. For reference, our Ergonomic Long Handle Garden Trowel, Galvanized Steel Watering Can, and other metal gardening tools must retain their original factory protective coating to qualify for return.
- All original product packaging, accessories, user manuals, and included complimentary items are fully intact and returned together with the product. Reusable Wooden Chalkboard Garden Markers must not have any permanent chalk or marker markings applied when returned.
- You provide valid order proof, including the order number issued by our system, and clear photos showing the condition of the product to support your request.
- The request is not for a customized product, clearance marked item, or perishable supply that is explicitly stated as non-returnable on its product detail page.
We do not accept any requests that only ask for a full or partial monetary refund without the return of the physical product. This rule applies to all situations, including claimed product dissatisfaction, accidental duplicate orders, minor mismatch of personal preference after ordering, and other similar scenarios. We will never process a refund-only request, as it would create unfair operational burdens that undermine our ability to continue providing high-quality, affordable gardening tools to all our customers.
2. Return Process Step-by-Step
To submit an eligible return request, follow the official process below strictly to avoid unnecessary processing delays:
- Contact our customer support team first via email at lumiq@pro-tehna.com, attach your order number, detailed description of the reason for your return, and clear photos of the product to verify eligibility. Our support team will respond to your request within 3 working days.
- After your request is approved, our team will send you a unique authorized return shipping address and a dedicated return tracking number. Do not send any returned items to any address other than the one we explicitly provide for your specific case.
- Pack the product securely with all its original contents to prevent damage during transit. You will be responsible for covering the return shipping fee, unless the product was confirmed to be delivered with manufacturing defects or we sent the wrong item that does not match your order.
- Send the package out using a traceable courier service, share the new shipping tracking number with our support team, and keep the shipping receipt for your own records.
Once our warehouse team receives and inspects your returned product, confirms that it fully meets the return eligibility conditions, we will proceed to either send you a brand new replacement unit of the same product, or process a full refund back to your original payment method within 7 working days. The refund will only be issued after we have successfully received and verified the returned physical item. No refund will be issued before the product is returned to us.
3. Non-Eligible Scenarios
The following situations do not qualify for any return, replacement, or refund arrangement:
- You fail to submit the return request after the 14-calendar-day window expires after you receive the product
- The product shows obvious signs of human-induced damage, including broken trowel blades from striking hard stones, dented galvanized watering can bodies, or bent bonsai trowel tips caused by improper use
- You attempt to submit a refund-only request without any intention of returning the purchased physical product
- The product was damaged during transit due to insufficient packaging on your part when you send the item back to us
- The product was purchased during a special clearance promotion that was clearly marked as “final sale, no return” on its product page at the time of checkout
4. Contact Information
If you have any inquiries about our Refund and Returns Policy, or need assistance with your return request, you can reach PRO-TEHNA d.o.o. via the following official contact channels:
- Company Address: Maksimirska cesta 64, 10000 Zagreb, Croatia
- Official Email: lumiq@pro-tehna.com
- Contact Phone: +385 98 968 8384
Our customer service hours are 9:00 to 17:00 on work days, and we will respond to your valid request as soon as possible to help resolve any issues you encounter with the gardening products you purchased from our store.