Store Policies
East Longmeadow, MA
GENERAL RETURN & REFUND POLICY
Returns within 30 days of purchase and with a valid sales receipt will be exchanged, refunded or issued an A.W. Brown store credit, pending review by a store manager. Store credits may not be exchanged for cash value.
- Returns with a receipt after 30 days of purchase will be issued a store credit, pending manager review.
- We are unable to offer returns on final sale items, delivery service charges, and gift cards.
- Proof of purchase required (i.e. receipt or with rewards card history)
- If we are unable to verify the proof of purchase in any way, no refund will be given.
- Packaging and product are in their original condition.
- If you received a defective or damaged good, return the product within 30 days of the purchase date and a replacement product will be arranged for exchange.
- Clearance products are not covered by the guarantee. Any item with a sale price ending in .97 is automatically all sales final.
Cash, credit and debit card transactions will be refunded as per the above terms. Transactions made with a personal check require a 15-day waiting period for bank clearance. Customers who wish to make a return prior to this period will receive a credit slip that indicates the first available date that the customer may redeem the refund for either cash or store credit.
PET FOOD GUARANTEE
A.W. Brown’s hopes to help you find the right food for your pet. If your pet won’t eat the food or a food does not agree with them, you may exchange the food under the below terms:
- You are/were an A.W. Brown’s Rewards member at the time of purchase
- ¾ of the food is returned in the original package
Assuming you meet the conditions above, you will receive a full store credit for the original purchase price of the product.
If you are not a Rewards member and you would like to exchange the food, we will require full name and address as well as the original sales receipt.
A.W. Brown’s reserves the right to deny a pet food guarantee if the purchase was made more than 30 days earlier.
LIVE PLANT RETURN POLICY
Live plants require daily care; therefore we cannot offer refunds once they have been away from our care for 24hrs. All live plant returns will be subject to a quality inspection for store credit.
LIVE PLANT GUARANTEE
Annuals, small perennials (1pt, 1qt, 2qt, 2.55qt, 1gl), vegetables and herbs are not covered under the guarantee.
Our knowledgeable staff’s constant care of our green goods ensures they are in prime growing condition when they leave our care. If you have any questions or concerns regarding your purchase please contact one of our qualified staff members. To give your new plant the best environment, we strongly recommend that you purchase and appropriate planting media as well as Espoma Bio-Tone Starter to make sure your plant thrives.
Trees and shrubs (2gl and up) are guaranteed for 1 year from the date of purchase at 50% of the purchase price. If your plant should fail within 1 year of purchase, please return to our nursery with both the failed plant and original sales receipt.
In the event that your plant does fail, the A.W. Brown Plant Guarantee would be applicable under the following conditions:
- You are/were an A.W. Brown’s Rewards member at the time of purchase
- You return with the original sales receipt
- You return the failed plant
- Purchase was made within 1 calendar year of the return date
- A store manager will review the plant to verify that it is reimbursable under the guarantee
If the above conditions are met, you will receive a 50% store credit for the original purchase price.
If you purchase the appropriate size of Espoma Bio-Tone when you purchase your plant, you will be eligible for store credit for 100% of the original purchase price.
Clearance products are not covered by the guarantee. A.W. Brown’s is not liable for plants that do not survive or are damaged due to improper planting or watering, incorrect plant protection, transportation, insects, branch die-back or breakage, improper garden placement, failure to blossom or other acts of nature, water bans, drought, winterkill, salt damage, and damage from animals or extreme weather.
Guarantee does not apply to live goods that are damaged by:
- Deer/rodents/insects
- Breakage
- Neglect
FISH GUARANTEE
Our Pet Department staff works hard to make sure that your fish are healthy when they leave our care. Unfortunately, there are occasions when fish may not show symptoms of an issue before leaving our care. If the event that a fish you purchase dies, the following guarantee applies:
- You are/were an A.W. Brown’s Rewards member at the time of purchase
- Must return within 7 days of purchase
- Must bring the original receipt, the deceased fish AND a water sample from your tank that is separate from the fish.
- A.W. Brown’s employee completes a water test and confirms that the water conditions were adequate for the fish.
- Some fish may be excluded from the guarantee including feeders or special orders. If there is no guarantee, it will be listed on the receipt.
If the above conditions are met, you will receive a store credit for 100% of the original purchase price.
We cannot cover loss of fish if more fish are purchased than recommended, poor water quality or compatibility.
ANIMAL PURCHASE GUARANTEE
If for any reason you are not satisfied, or believe your newly adopted pet is not healthy, you must immediately contact A.W. Brown’s.
If the pet is returned to us within 3 days from the date of purchase, we will refund your money in full, providing your pet has been maintained and cared for properly, without any signs of external injury and/or failure to abide by the Pet Care sheet that has been provided.
If the pet is returned within 7 days, we will refund 50% of the pet’s purchase price. After 7 days, no refund will be given. We will assess the situation, and work with you to determine the best course of action. We do not refund any used or opened supplies or food.
If your pet has any symptoms of sickness, we must be contacted within 24 hours of when the problem was first noticed. In most cases, we will ask that you return the pet to us, so that we can evaluate the situation and help you determine the proper course of action. A.W. Brown’s does not pay veterinary expenses, unless authorized by the pet department manager.
When adopting a surrendered animal:
All animals sold as adopted animals are sold as is and are not guaranteed. Unfortunately, since these animals are surrendered to us, we often do not have full information about their health history.
All supplies and equipment that were supplied by the previous owner is sold as is and not guaranteed. All sales are final, and no health guarantee is offered. A veterinary care professional should be consulted for all health issues. A.W. brown is not responsible for any health care costs or veterinary medical expenses.
PRICE MATCH GUARANTEE POLICY
We strive to keep our prices as low as possible, and due to our significant buying power with manufacturers and distributors our prices are often the same or lower than the chain stores. In maintaining this commitment to our customers, we will do our best to price-match any advertised price from local competitors in western Massachusetts or northern Connecticut that is no more than 30 days old.
If you find a lower price on an identical, in-stock item, just show us the lower price from a valid store receipt or advertisement when you buy the item and A.W. Brown will match the price. Internet price matching is subject to review by a store manager.
COUPON REDEMPTION POLICY
We happily redeem manufacturer or other retailer coupons that conform to the following policy guidelines:
- Coupon has not expired
- Item/product being purchased is identical to the advertised item
- Coupon has not been duplicated or altered
- There are no disclaimers on the coupon preventing us from accepting it
- When applicable, coupon has been completed in its entirety
- The coupon value may not exceed the total transaction value
RETURNED CHECK POLICY
In the event that a customer check does not clear the bank for processing, the customer will be notified by A.W. Brown through a phone call and/or certified letter requesting prompt repayment for the merchandise purchased. In addition to the full check amount the customer will also be responsible for the payment of any associated bank processing fees.
