Refund policy

Returns Information and Eligibility

Thank you for shopping at Shophydrocity.com! If you’ve changed your mind about your purchase from us, you may return most unopened items within 30 days of purchase for a refund. Unfortunately we can't accept back Special Order Items, Nutrients, Fertilizers, Cones, Cone Filling Machines, Trimming Machines, Lamps (bulbs), Grow Tents, Air Conditioners, Hoop Houses, BlueLab products or Harvest Tools. Current Culture Deep Water Culture systems are made to order and can not be returned for credit.

Please contact Shophydrocity.com for more information about product eligibility.

Please retain all packaging material until you’re completely satisfied with the condition and performance of the item(s) purchased. Doing so will make it easier to return your item(s) if necessary.

Unopened Returns (Within 14 Days of Purchase)

Unopened items shipped from Shophydrocity.com can be returned within 14 days of receipt of shipment in most cases (Clearance Items, Special Order Items, Deep Water Culture Systems, Nutrients, Fertilizers, Cones, Cone Filling Machines, Trimming Machines, Grow Tents, Hoop Houses BlueLab products and Harvest Tools do not qualify). Some products have different policies or requirements associated with them. We will issue your refund, less shipping and/or restocking fees (where required) once the product is returned to the warehouse and inspected. Refunds are always issued back to the original payment method. Shipping charges are non-refundable. Orders cancelled after shipment are considered Unopened Returns and will be subject to shipping and restocking fees if applicable.

**All returns must first be authorized by Shophydrocity.com. Items returned without prior authorization from Shophydrocity.com will not be accepted. Once your return has processed, you will receive a detailed email with the address of the warehouse the item(s) should be shipped back to and instructions for the return.**

Unopened Returned Item(s) Standards:

1. Merchandise must be in new, resalable condition, and in the original, undamaged manufacturer’s packaging inside of a plain brown shipping box (over-boxed/double-boxed). Do not send products back in the manufacturer’s packaging without over-boxing.
2. Products must be free of scratches, dents or cosmetic defects.
3. Items must not have been used or installed in any way.
4. Return must include all informational brochures, installation guides, cords & accessories.
5. Special order items may not be returned for a refund, only for replacement if defective or damaged in transit.

Shophydrocity.com may refuse a return for any item not in like-new condition. Additionally, returns may be refused if the manufacturer’s packaging is damaged or missing. The manufacturer’s packaging must be protected with a plain brown shipping box.

You are responsible for return shipping costs and for sending the item(s) back to the instructed warehouse in the same condition the shipment was delivered to you in. We highly recommend insuring your return package with the carrier of your choice. In the unfortunate event you send back an item and it happens to be damaged, lost, or stolen in transit back to the warehouse, Shophydrocity.com is not responsible.

Defective Products

Within 14 Days of Purchase

If a product you’ve ordered from Shophydrocity.com proves to be defective within 14 days of purchase, we will exchange your product for a new one, issue a credit towards an alternative product, or issue a refund once returned and inspected.

If you are returning an item purchased from Shophydrocity.com due to operational failure, please call or email us first so we can attempt to assist you through troubleshooting. We may be able to fix the problem without the need for a return! Please also check your bulbs, wiring, surge protectors, etc.

Refunds

It can take 4-5 business days for your return to reach a Shophydrocity.com fulfillment center. Once received and inspected (usually within 3-5 business days of delivery), your refund will be processed and automatically applied to your credit card or original method of payment within 2 business days. Please note, depending on your credit card company’s processing times, it may take an additional 2-10 business days after your credit is applied for it to post to your account as available funds.

If a coupon was applied when purchasing the item returned, a refund for the discounted price paid will be issued to the original payment method.

Special Order Items - These are items that we do not stock in our warehouse, but instead we get from a third party supplier. These items are not eligible for a refund or replacement unless they are damaged or defective. Special Order items are marked as such on Shophydrocity.com.

Item/Shipment Damaged in Transit

It rarely happens, but once in awhile products are damaged during shipping. If you receive a package and you believe the item to have been damaged in transit to you, please refuse the package(s) with the driver, if possible, and clearly note any damage on the delivery receipt. If you are unable to refuse the damaged shipment(s), please notify Shophydrocity.com by email or phone immediately.

Ground Packages

Ground packages must be opened within 72 hours of delivery to be inspected for any damage. Shophydrocity.com must receive notice of the damage to report the claim and process a refund and/or replacement on your behalf. Refunds or replacements cannot be guaranteed if the item(s) were signed for as received in good condition or if we are not notified of damage incurred in transit within 72 hours.

Freight Shipments

Freight (palletized) shipments require someone to be at the delivery location to sign for and inspect the shipment. If you notice ANY visible damage (forklift holes, puncture marks in the boxes, large dents, smashed corners, holes in the packaging, etc., please refuse the shipment and note the damage on the delivery receipt. Do not sign for and accept the package. If the shipment was already accepted, please notify Shophydrocity.com within 72 hours of delivery.

If you sign your name on the freight bill without noting any damages, then you are stating that you have received your order/shipment in acceptable condition. Once this has occurred, there is less possibility of filing a freight claim, and there will be no reimbursement of freight charges, order costs or any other charges incurred by you from Shophydrocity.com.

Typically Shophydrocity.com will request pictures of the outer packaging and the product itself (if possible) upon notification of the damage.

Unauthorized Returns

You will be responsible for full freight charges and applicable fees going both ways and a minimum 20% restocking fee for shipments that are refused for any reason other than the shipment was damaged in transit (not applicable to items damaged in storage) or if the shipping error was made by Shophydrocity.com.

Order Cancellations

Most orders may be canceled any time before shipment. Some products are made to order and if cancellation occurs after production a cancellation fee may apply. Once the order has physically shipped, partially or complete, it is considered fulfilled and will require a return and will be subject to shipping and restocking fees if applicable.

To request cancellation of an order prior to shipment, please contact Customer Service via email or by phone as soon as possible. The order is not considered canceled until you have been notified verbally or via email that we were successful in stopping the shipment from leaving the warehouse.

**Special Order Items may not be canceled**