Shipping, Returns & Refunds

SHIPPING INFORMATION

UK Mainland Express – Fully Tracked Yodel or DPD: Free over £50, exclusions apply and will be stated at checkout stage. In some cases, we may have to use Evri, Parcelforce or DHL.

Express is not next day it is 1-3 business days.

Scottish Highlands & Other UK Zones: Various Rates & Couriers

International 5-14 Days – Fully Tracked: Various Rates & Couriers

All orders will be shipped within one working day, if there are any issues meeting this deadline we will contact you as soon as possible. Our order cut off time is 2pm for same day despatch, any orders after 2pm are processed the next working day. 

IMPORTANT: 

Safe delivery of your package is your responsibility. 

If you have chosen a safe place and the item goes missing, The Grow Superstore Ltd and/or the courier cannot accept liability. Please check any courier apps you may have or have used, as previous delivery instructions are saved for ALL deliveries until changed by yourself. 

If the postal carrier cannot deliver the package to you at the address you provided, it is your responsibility to pick it up at the local post office or depot or to call/contact them and have it rerouted. Once a package is shown in tracking as being successfully delivered, we can only process or reship replacements if you provide us with written evidence of non-receipt of your Products.

Any international orders have tracking on the delivery: we strongly encourage you to track your delivery with the relevant postal carrier using the tracking information provided to you in your order confirmation email to ensure the Product is en route to you. You should also use this tracking information to investigate any suspected loss of Products during the shipping process. 

PRODUCT DAMAGES

All damages must be reported within 48 hours of the delivery time/date.  Failure to inform us of the damage within this time frame will result in us not being able to replace or repair the item for you.  

CANCELLATIONS

If you place an order on the Website and decide you want to cancel it, you must notify us immediately. We are committed to resolving any issues that may arise, and we will do our best to accommodate your request.

For domestic orders, it can take up to 10 business days (from the date of dispatch) to receive your order, depending on the carrier, which is out of our control. Should you not receive your items in this time frame, you have a right to cancel your order or arrange for a replacement or refund.

For international orders, it can take up to 30 business days (from the date of dispatch) to receive your order, depending on the carrier, which is out of our control. Should you not receive your items in this time frame, you can cancel your order or arrange a replacement or refund.

ADDRESS CHANGE

If you place an order on the Website and decide you want to change the address, you must notify our customer service team immediately, and we will endeavour to resolve the issue as soon as we can. However, due to the nature of our shipping processes, address changes cannot always be guaranteed. If it is not possible to alter the address before an order has been processed, we will endeavour to recover the order and find a suitable resolution.

CUSTOMS

All packages shipped outside of the United Kingdom may incur extra duty charges. The Grow Superstore is not responsible for any sales taxes, customs duties or other taxes charged by any customs department. To avoid any unexpected charges, please contact the customs organisation in your home country, regarding these policies.

RETURNING FOR REFUND

Under the distance selling regulations, you can cancel your order and return your items to us for a full refund under the following conditions:

• You have had the items for 14 working days or less (not including weekends or bank holidays) after the day on which you receive the goods from The Grow Superstore Ltd.
• The items are in their original condition and unopened, so they are ready for resale by The Grow Superstore Ltd.
• If returning faulty goods, they must be returned in full, if a replacement is needed, it will be a like-for-like swap.
• The purchaser is not a business or company that has bought the goods with the intention of re-selling to a third party.

If you meet these conditions and want to return your items, please get in touch with us at mailorder@thegrowsuperstore.com or 01733 331115.

DELIVERY

When you receive delivery, please check the following and report within 48 hours:

1) Check that the outer packaging is not damaged in any way. If the outer packaging of your order is damaged, please make a note when signing for them. This will enable us to carry out a speedy swap if goods have been damaged in transit.

2) Check and test all the goods in your order and notify us within 48 hours of any item that has been damaged in transit. We usually require that these items be returned to us as soon as possible so that we can scrutinise them and make any necessary claim with the courier.

In particular, open, check and test all electrical/electronic items and any lamps that you have ordered and notify us within 48 hours of receiving them if they are faulty or damaged in transit. This applies to ALL lamps including HPS (High Pressure Sodium), MH (Metal Halide), all types of Fluorescent lamps (CFLs and tubes) and any product containing these items (such as light kits and propagation/veg lights).

If you find that any item(s) on your order does not operate as expected, DO NOT tamper with or otherwise try to repair it yourself, as this will invalidate your warranty and probably render you liable for repair costs. In the event that one or more of the items on your order do not operate as expected, simply contact us, and we can discuss the matter to try to resolve matters or advise you to return the item(s) under warranty.

3) In the unlikely event that there are any errors on your order, let us know within 7 days so that we can correct matters for you. We will usually need you to return the items within 7 days of receiving them so that we can send out the correct item(s). Do not open or use any item sent to you in error and take care not to cause any damage to the Product or packaging.

4) If you wish to return any unwanted items, you can return them to us for a refund, provided you have had the items for 14 working days or less (not including weekends or bank holidays) after the day on which you received them. Please call or email us to let us know and then return the item(s) to us unopened (packaging and/or seals intact) and in re-sellable condition (packaging undamaged) within 14 working days after the day of receiving them. We cannot accept back any items that have been opened, used or have damaged packaging. We will refund the cost of the goods minus any delivery costs we incur. Perishable items, including live predators, are excluded from unwanted returns.

Please note: If the items are unwanted, the cost of the return is your responsibility. We only pay for the cost of the return if the items are faulty or damaged. When arranging a return yourself, we recommend using a reputable courier with the correct insurance amount, as we are not liable for missing returns. 

The Grow Superstore 30-DAY RETURNS

At The Grow Superstore, we offer a “30-Day Promise” on all products. This means that should you be unsatisfied with your products from The Grow Superstore for any reason, you may return them within thirty calendar days for a replacement. You may not return the entire kit/product(s) for replacement, and you may not return any additional items you have purchased unless expressly authorised by The Grow Superstore staff. Any items with The Grow Superstore that are returned to us will not be refunded, replaced, or sent back.

Suppose you wish to return your kit/product(s) to The Grow Superstore for a refund within the 14-day cooling-off period detailed in the “Returning for Refund” section. In that case, you will be entitled to a full refund of the amount paid at the time of purchase (minus the original postage costs at the point of sale if a non-free postage method was used), subject to meeting our terms and conditions.

The 30-Day Promise is not available on The Grow Superstore products purchased at locations or websites other than https://www.thegrowsuperstore.com.

Please note; If the items are unwanted, the cost of the return is your responsibility. We only pay for the cost of the return if the items are faulty or damaged. When arranging a return yourself we recommend using a reputable courier with the correct insurance amount as we will not be liable for missing returns. 

LIMITED WARRANTIES AND RETURNING FOR REPLACEMENT

In the event of demonstrable defects in the quality or materials, The Grow Superstore Products are warranted as follows:

A warranty is voided if it has been modified or tampered with. Warranties will also be void if You have not used the products within their given usage instructions and without due care.

Should you wish to return an item carrying a warranty (as outlined above) (“Warranty Items”) due to a fault or defect, you must contact our customer service team as soon as the fault is found. Failure to do so or continuing use of an item known to be faulty will void your right to a replacement.

The Grow Superstore reserves the right to refuse any exchange request that does not substantially meet our requirements or terms and conditions.

The warranties set out above apply only to products purchased on our Website. Products purchased at other locations or websites are not covered by any warranty.

OUR CONTRACT WITH YOU

When you submit an order to us, this does not mean we have accepted your order for the Product. Our acceptance of the order will take place as described below. If we cannot supply you with the goods, we will inform you of this and not process your order or issue a refund.

The terms and conditions for the sale of our Products will become binding on you and us when you are issued with an Order Confirmation email (“the Order Confirmation”), which is your confirmation that we are able to provide you with the Products. At that point, a contract will come into existence between you and us.

We will assign your order a number and inform you when we confirm it. Please quote the order number in all subsequent correspondence relating to the order.