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Return Policy

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We offer a 30-day return policy on all brand new, unused, and undamaged products when accompanied by a receipt and in original packaging. Used items, or items not in brand new condition/original packaging, may not be returned. Items purchased on HydroGalaxy.com can NOT be returned to a physical Hydro Galaxy store location and must be returned by following the process outlined in our online returns policy. 

 

A restocking fee of 15-25% is charged on all returned merchandise. All returns must first be authorized so we can give you detailed instructions on where to send your item(s). Please be aware that the customer is responsible for all return shipping costs (unless otherwise indicated), and arranging shipment of returned items.

 

Order Cancellation

Customers may cancel an order up until a notification of order processing is sent via email or if the item is in “back-order” status. Once the order has physically shipped, in-part or in-full, it is considered as fulfilled and is subject to an applicable re-stocking fee in case of return. To request order cancellation, please contact Customer Service via email or by phone as soon as possible. The order is not considered Cancelled until you receive a notification that states that we have been able to stop it from physically leaving our premises.

 

Special Orders may not be cancelled once they have been accepted and charged for. In some cases we may be able to cancel a Special order, however you may be charged a cancellation fee up to 25%. It may take up to 14 days to process an order cancellation.

Restocks

We offer a 30-day return policy for items that are unwanted/unused.

Returned items MUST:

  1. Be in NEW resalable condition with no scratches and in its original, undamaged packaging. (Please double box)
  2. Product must have not been installed or used in any way.
  3. Be paid for by the customer.
  4. There are no returns on special order items, unless defective.

 

A restocking fee will be charged on all items, unless damaged or defective. 

 

We are not responsible for any lost/stolen packages from the customer, so please use insured carrier to avoid any further issues.

 

Damaged Shipments

 

If you receive a package and you believe the item to have been damaged in transit upon its delivery, please refuse the package from the driver.  If you are not able to, please take pictures of the outer packaging and item(s) and send them to support@hydrogalaxy.com within 72 hours.  Please reference your order # and name it was placed under so that we can review and assist you as quickly as possible.

 

Once pictures are received, typically a replacement will be sent out right away.  If for any reason we cannot send a replacement, we will issue you credit.

Defective

If you receive an item from us that you believe to be defective, we can assist you with getting it replaced or credited within 30 days of its initial purchase date.  If the item is outside of the 30-day return window, it will be a manufacturer warranty only.

If you are experiencing operational failure of any item purchased from Hydro Galaxy, please call or email us first for assistance troubleshooting the problem you are having, we may be able to help you quickly fix your problem. If you are still unable to get the item working, please file an RMA Request through our website, and return your defective item before a replacement is sent. Shipping back to the manufacturer or distributor will typically be prepaid and a replacement unit will be sent. However, in some cases, the return shipping cost will be the customer’s responsibility. Upon receipt your defective item, it will be tested by the manufacturer. Once deemed defective, it will be repaired or replaced and returned to you at no charge. If you would prefer a refund, we will refund in full less the original cost of shipping we paid.

All products should be thoroughly tested prior to return. Any item returned that is deem fully functional will be subject to a testing charge, a restocking fee, and return shipping charges, so please make sure your item is actually defective.(Please check your bulbs, wiring, surge protector etc.) Items outside of the warranty period will not be accepted. When sending an item back, please include a note describing the problem you are having, your return address, original order number, RMA #, and phone number and/or e-mail so we may contact you if needed.

Returns Process for Defective Item

  1. RMA is filed with manufacturer and the RMA number will be sent.
  2. Customer is responsible for sending the item and using our label if provided.
  3. Item will be processed and tested and a determination will be made based on the results.

If item is determined to be defective and cannot be repaired, a replacement will be sent if after the 30-day return window.

Please be aware that we must abide by the manufacturer’s warranty policies. Some manufacturers require postage be paid by customer to and from them, some will only repair items under warranty, not replace or refund.  Some products, such as T5 fixtures, cannot be replaced and will only be repaired and sent back to customer under warranty.

If product is tested and determined to be fully functional, you will be charged for all shipping costs as well as any other testing/restocking fees that we incurred.

Refunds

 

After returning an item for refund, you can expect to receive your refund within 4-6 weeks. However, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return (5 to 10 business days), Processing time (3 to 5 business days), and the time it takes your bank to process the refund (5 to 10 business days). You are responsible for return shipping costs.

If you are not within the 30-day return window, you will only be eligible for item repair/replace under warranty.

Manufacturer Warranty

All warranties are given by the product manufacturer, only. Hydro Galaxy accepts no responsibility or liability, expressed or otherwise for any manufacturer's warranty. If you have a warranty issue, you will deal directly with the manufacturer, or abide by their policies and timelines.

Most of the items that we carry offer manufacturer warranties and if the manufacturer will not deal with you directly, we will assist.  At the bottom of this page you will find a list of the manufacturers that require the buyer to contact them FIRST to assist and troubleshoot. They will refer you back to us if necessary.

The following Manufacturers require all RMAs go directly through them:

AeroGrow

(800) 476-9669

 

Aura Systems

(951) 290-2872

auraacsystems (at) gmail (dot) com

Biowave Industries

(626) 330-1923

aim (at) biowaveindustries (dot) com

Botanicare

(877) 753-0404

Fax (480) 777-2015

Cutting Edge Solutions

(707) 528-0522 ext 1

Fax (707) 528-0422