Refund policy
Effective Date: October 11, 2026
We want your Laurel Gardenware order to arrive as described. If it does not, this policy takes you through what happens next for orders delivered within the United States, from your first message to the refund.
First, check that your situation qualifies
A return is accepted when one of these applies:
Manufacturing defect: there is a flaw in the item's materials or workmanship.
Shipping damage: the item was damaged on its way to you.
Wrong item: the product you received is not the one you ordered.
An item without a defect can be returned only when we sent you the wrong one. A change of mind, a size that differs from what you expected, or personal preference is not a reason we can accept a return for. If you have doubts about a product before buying it, ask us first and we will gladly help.
Then, contact us within 30 days of delivery
Return requests need to reach us within 30 days of the date delivery was confirmed. Send an email to support@itsei.com that gives your order number and the reason you are asking for a return.
If it arrived damaged, tell us within 72 hours
Damage needs to be reported within 72 hours of delivery. Your claim moves faster when the email includes photos of:
the damage you can see on the product;
the outer shipping box and the state it arrived in;
the shipping label, with the text readable;
the packaging materials from inside the box.
Next, we review your request
Our team checks the request and lets you know within 1-2 business days whether it is eligible. Once it is approved, you receive instructions for shipping the item back.
You send the item back, and we pay the return shipping
Use the instructions we provide to send the item back. When an approved return involves a defective, damaged or wrong item, the cost of return shipping is ours, and you are not charged for sending a qualifying item back.
Finally, we inspect it and refund you
Once the returned item reaches us, we typically inspect it and start your refund within 1-2 business days. The refund goes back to the payment method you used at checkout and should arrive there within 20 calendar days of the day we received your return. When it shows in your account depends on your bank or payment provider.
Exchanges and store credit are not offered.
Cancelling an order
To cancel an order, write to support@itsei.com as soon as you can. An order that has already been processed or shipped may no longer be eligible for cancellation.
Return and refund questions
If anything about a return is unclear, reach us here:
Email: support@itsei.com
Phone: (601) 425-4938
Hours: Monday-Friday, 9:00 AM - 6:00 PM CT