1-866-710-GROW Online Customer Service Hours M-F 9:00-5:00 pm
 

Our Warranty and Return Policy

Effective 6/30/2009

Warranty and Return Policy

Applying to orders placed online and shipped.  Purchases done in person at one of our retial locations can return items to location purchased at.  Please contact that location if you have any questions.

Upon receiving your order:

Please check your order for damage that may have occured in shipping! We can file a damage claim for the item however the Carriers do have a time limit so we need to be informed ASAP! Anything that has been damaged will be replaced once a UPS Damage claim has been processed. Damage claims may require us to ask for photos of the damaged product and/or a detailed description of the products condition. Damaged items will not be refunded but will be replaced.

Please test everything as soon as you receive you items and insure that they are in working condition. This is important due to the fact that we will cover the cost of anything that is defective including shipping of item back, if determined to be defective within 2 weeks of receiving date!

Some key things to know regarding our warranty:

  • You must call us for an RMA (return merchandise authorization) for all returns.
  • Any unauthorized return will be refused and subject to return shipping fees.
  • Keep your original packaging, including shipping boxes, to help with the return process.
  • Know your order number and have it on hand when calling for an RMA number.
  • Please don’t get frustrated. We realize defective items can be a nightmare, but keep a cool head, give us a call or email, and we assure you we will take care of your issue.

Warranty on Lamps-Bulbs:

Lamps-Bulbs are warranted for 1 year from the date of purchase, not from when they are put into use.

Warranty on Lighting Ballasts:

Ballasts are warranted for 2, 3 or 5 years from date of purchase. Please check your warranty for your specific ballast. An extended warranty may be purchased at the time of sale.

If a package arrives damaged:

  • If possible, please note the damage with the UPS delivery courier.
  • Call us toll free at 1-866-710-GROW Monday-Friday 9am-5pm EST, so that we may get a replacement shipped out to you and file a damaged package claim. The customer MUST KEEP ALL DAMAGED PRODUCTS and the original packaging, as the delivery company (UPS/FedEx) may need to inspect them for the claim. The customer must also provide us with their telephone number to properly process the claim.

If a package does not arrive / not received:

If you do not receive your package, even though tracking shows it being delivered, please call us toll free at 1-866-710-GROW Monday-Friday 9am-5pm EST and we can file a missing package claim. Missing package claims filed through UPS will take up to 8-10 business days to complete while they conduct their investigation. Please be aware that no replacement product can be shipped while this claim is under way.

PROBLEMS WITH EQUIPMENT

If immediate replacement is required:

We realize that problems may occur in the middle of a growing cycle; this is why it is especially important to always have a spare lamp for such an occurrence. If at any time the customer is unable to wait for the repair/replacement of an item, the customer may PURCHASE and pay the full retail price for a replacement to avoid any delay. Please call us toll free at 1-866-710-GROW Monday-Friday 9am-5pm EST and we will issue an RMA number for the defective equipment. We will refund your purchase price, less shipping cost, after the defective item is received and inspected. Please note that items must be in their original packaging and in good condition to receive a full refund. Items that do not pass inspection may be subject to only a partial refund.

Defect returns on LAMPS-BULBS within 14 days of receipt:

If you have issues with lamps-bulbs within the first 14 days of the date received, we will cover the shipping fees to get the defective equipment back to us. We will provide a shipping CALL TAG (which is a valid shipping label) via email, or if no email is available, we will send it via the mail. This will allow you to send the item back at no charge. Customer must ensure the bulb is packaged appropriately for reshipment, as any damaged or smashed bulbs will void warranty and the loss of any deposits placed.

Defect returns on LAMPS-BULBS AFTER 14 days of receipt:

If you have issues with lamps-bulbs after 14 days of receipt, please call us toll free at 1-866-710-GROW Monday-Friday 9am-5pm EST and we will issue an RMA number. The customer is responsible for shipment back to us for replacement. You must ensure the bulb is packaged appropriately for reshipment as any damaged or smashed bulbs will void the warranty and the loss of any deposits placed.

Defective Returns on all other products within 14 days of receipt:

If an item (other than a lamp-bulb) fails to work properly within the first 14 days of receipt, please call us toll free at 1-866-710-GROW Monday-Friday 9am-5pm EST and we will issue an RMA number and email a return CALL TAG for the product. Once the item is received we will determine if it can be repaired or needs replaced. Please note that the item must be packaged properly for shipping to avoid damage. Items received damaged, smashed or modified in any way will void the warranty.

Defective Returns on all other products after 14 days of receipt:

If an item (other than a lamp-bulb) fails to work properly after the first 14 days of receipt please call us toll free at 1-866-710-GROW Monday-Friday 9am-5pm EST and we will issue an RMA number. The customer is responsible for the cost of shipment back to us. Once the item is received we will determine if it can be repaired or needs replaced. Please note that the item must be packaged properly for shipping to avoid damage. Items received damaged, smashed or modified in any way will void the warranty.

Exchanging an item for a different item:

If you wish to exchange an item for another item, returned merchandise must be in original condition, and include all factory packed accessories and paperwork. Product must be returned to us in new, unused condition within 14 days or receipt. Once we receive the item, the exchange item will be shipped out to you. Any additional fees and shipping costs will be the responsibility of the customer.

New product returns:

New product returns will only be accepted within 14 days of receipt. Absolutely no returns on liquids, powders, or soils will be accepted. To return an item as new, please call us toll free at 1-866-710-GROW Monday-Friday 9am-5pm EST and we will issue an RMA number. Items must be returned in new, unused condition in their original packaging and include all factory packed accessories and paperwork. Any and all shipping costs will be the responsibility of the customer. Once the item is received and inspected we will issue you a refund, minus shipping fees and minus a 15% restocking fee. Returns without RMA numbers may be voided or delayed, so please include your RMA number with your return.