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 contact us either by phone or email 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 contacting us to return a item(s).
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
Lamps-Bulbs are warranted for 1 year from the date of purchase, not from when they are put into use.
Warranty on 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 Your 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 Your 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.
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 for 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 label that you can print and use to ship the defective item back to us. Once received, a replacement will be sent.