Returns & Refunds
BetterGrow Hydro offers a 30-day return policy on most items purchased through our website or retail store, with the following exceptions:
Special Order items may or may not be returnable. If they are, they will be subject to a restocking fee of between 10-30%, assuming they are in new condition and unopened. The manufacturer warranty, however, will still apply and the item will still be repaired or replaced if there is an issue during the warranty period. If an item is considered a Special Order item, it will be clearly stated in the item details. An item is considered a Special Order item if it is not normally kept in our stock, but also applies to normally stocked items that are purchased in large quantities. We encourage customers to contact us to find out the exact return policy on these items before purchasing them to avoid any potential problems that may occur.
Some items are too large to ship via UPS or USPS and must be shipped on a truck. Please be aware that BGH will not refund shipping charges on items that are returned, and it is the customers responsibility to pay to have the items returned back to us or the manufacturer. These charges may be substantial when using a trucking company, so we encourage customers to consider this when ordering such items.
Any liquid nutrient, enhancer, or other additive that has a broken seal or that may have been altered or tampered with will not be eligible for return.
LTL Shipments If the item is unopened and not damaged, you will receive a full refund, minus any shipping and handling fees (unless otherwise noted in the product description). Special-order items, as well as items that are shipped directly from the manufacturer/distributor may be subject to a restocking fee. In most cases, refunds will be given via the same method that they were originally paid for.
Non-Defective Items That Have Been Opened and/or Used: Items must be placed in their original packaging and include all packaging materials, printed materials, warranty cards, etc. and be in resalable condition. Non-defective items that have been opened and used may be subject to shipping, handling and restocking fees, depending on items condition. Items that have been used may not be eligible for return. Trimming machines that have been used are non-returnable.
Defective Items: During the 30-day return period, any defective items will be handled by BetterGrow Hydro. After the 30-day return period, refer to the manufacturer's warranty. In an effort to provide its customers with the highest degree of customer service, BGH may, at its discretion, honor the manufacturers warranty after the 30-day return period, however, you may be responsible for shipping and handling fees. If an item is returned to BGH as defective, and it is determined that there was nothing wrong with the product, than you will be responsible for any shipping and handling fees incurred. This will also be the case if anything has been done to the product to void the warranty.
Broken Bulbs/Glass: BGH does not accept returns on bulbs or other glass products in which the glass has been cracked or otherwise broken. If you feel the glass was damaged during transit, please refer to "Items That Arrive Damaged".
Items That Arrive Damaged: If you suspect that items were damaged during shipping, inform the driver or simply tell the driver that you are refusing the package because it has been damaged. Damages that occur during shipping are the responsibility of the shipping company, but we will be happy to help expedite the matter and get you replacement items ASAP. Please do not hesitate to report damaged items, as some shipping companies have strict time requirements that limit their liability.
Return Procedure: Most returns can be performed online though our website. After logging into your account, click on the Returns link in the Services box that appears in the top-right section of the screen and follow the instructions. Please note that our system will only process returns for items that are eligible for the type of return requested. For example, if you try to return an item for a refund, but the return info at the bottom of the item page states that it is only returnable for credit, then you will not be able to process your return through the website. If you prefer, you may also call Customer Service at 833-244-9376 to receive an RMA# (Return Authorization Number). Please write this number in big letters on the outside of the shipping box to avoid having it sent back to you unopened. The RMA# Issued to you will be good for up to 21 days, but the items must still be sent back to us within the 30-day return period.
Policies, item availability, and prices are subject to change without notice. In a continual effort to improve the products we sell, specifications, as well as product images, are subject to change. We are not responsible for any typographical errors or mistakes on this website. Manufacturers sometimes make changes to their products without notifying retailers. If this happens BGH will do our best to satisfy the customer; however, BGH cannot be held responsible for these changes as they are out of our control.
BetterGrow Hydro (BGH) is an authorized reseller for all products sold on our website and over the phone. We only sell new, warrantied products, with exceptions clearly noted. Our dealer agreements guarantee our customers protection from defective items through the manufacturer's warranty. For any warranty inquiry on an item purchased from BGHydro.com, we are happy to help you get more information and connect with the manufacturer.
Email Us
support@bghydro.com
Phone
833-244-9376