Returns & Replacements
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H2OtoGro® stands behind our products and guarantee your satisfaction with every order. Really! We want you to be happy with your purchase so we will do whatever we can to make sure your buying experience is as easy as possible.
We can process returns and refunds only for items purchased from H2OtoGro.com or one of its affiliates. To receive a refund, all returned merchandise must be in resalable condition, free from scratches and defects. You can also cancel items that have not been shipped yet. To cancel an order that has not yet shipped, please contact our customer service department immediately. Once an item or an order has been shipped it cannot be canceled, and you will have to process a general return.
H2OtoGro® promises to deliver high-quality products, in excellent condition, to your door. If, for any reason, your shipment is not satisfactory, we will gladly replace it or accept a return of the merchandise. Our return policy is as follows;
- All returned merchandise must be in re-sellable condition
- The product must be free from scratches and/or defects
- The product must not have been installed or used in any way
- The item must be in the original packaging
- There are no returns on special order items, unless defective
Need to setup a return? Please complete the form below and we will be happy to assist you.
A 15% restocking fee will be charged on all returned merchandise, unless defective or damaged.
We are not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts. In addition we are not responsible for lost shipments. You must file a lost shipment freight claim with the respective shipper. If you need more help with lost items, you may contact us anytime!
Return Policy Exceptions
- Returns and Exchanges can only be made within 30 days of receiving your product(s)
- All returns must be over $15 in total value. Any return for less than this total amount may not be permitted
- Merchandise must have not been damaged in freight transit
- Items flagged as special-order or SPO on our site will not be accepted for returns unless defective. If the item(s) is defective upon delivery, we will send out a replacement as long as it's available or we will issue a credit in full to the account used at the time of the original purchase.
Please contact our customer service number if you are uncertain about any part of this return policy or if you have unanswered questions. We're happy to help!
Mailing In Your Return
Here are the simple directions to follow when you make your return by mail:
- Complete the form below to set up the return and initiate processing. Once you have set up your return you will be e-mailed an RMA number within 3-5 business days. Along with this return number you will receive a ship-to address where you must send your merchandise to. Be sure to include your RMA number with your merchandise. This number will be used to guarantee you receive your credit. Note: If you return a product to us without an RMA number, your return could be subject to additional restocking fees or the item may be rejected.
- Include all original packing materials, manuals and accessories with the product to avoid any additional fees.
- We recommend items be returned via UPS, FedEx, or other insured parcel post for proof of delivery. Please be certain that items are secure in their packaging so damage does not occur while they are in transit back to our warehouse.
- You are responsible for all freight charges. However, you will be credited all reasonable and customary freight charges relevant to that item if product is defective or the wrong item was shipped.
- Items received past the return period plus reasonable shipping time may not be processed. Only items purchased from H2OtoGro.com are eligible for return credit. Returned items must be shipped in the original product packaging. Notification will be sent to the e-mail and/or billing address provided should your return not be accepted. Items will be resent to you upon receipt of your payment of freight charges. Items will be deemed abandoned if we are not contacted within 30 days.
- For items purchased through a third party site, like Amazon.com or eBay, returns must be processed through the third party website where the item was originally purchased.
We will notify you via e-mail of your refund once we have received and processed the returned item. Please note: we will refund shipping costs only if the return is a result of our error.
We will do our best to process the return quickly. Please allow 14-21 days for processing. Refunds will be credited to the original purchasing credit card account number only.
To begin processing a return, please complete and submit the Return Request Form.