+44 (0)24 7665 1500
e: info@hydrogarden.com

Returns Procedure

There are generally two reasons why you might need to send something back to HydroGarden:

  • Because you were sent something wrong
  • Because you have a faulty item Whatever reason you have for returning a product, HydroGarden will send you a replacement, or credit your account, as long as you follow some simple guidelines.

Your responsibility:

Please ensure that you only return items that have been sold to you by HydroGarden. If you return an item that has not been sold to you by HydroGarden, it is your responsibility to arrange collection from them.

The return of goods in a safe and (where they haven’t failed) saleable condition is your responsibility.

Whether the items are being returned as faulty, because they were sent to you in error, or for any other reason, you must ensure that the complete contents of the box and the box itself are returned in good condition.

The cheapest way to ensure boxes are returned to HydroGarden in a reusable state is to wrap them in a couple of loops of cling film. This ensures that any labels will be stuck to the cling film, not to the box and ensure that you are not at risk for any costs caused by a courier not taking care with labels.

The warranty expiry information is required for HydroGarden to credit or to test items believed to be faulty. HydroGarden reserve the right to refuse your claim if the product’s packaging, expiry date or warranty information has been removed, eroded or defaced in any way. In addition, you will be liable for the collection costs.

Return items in their original packaging.

Even faulty items should be returned in their original packaging (with all the components complete), if your customer still has it. In the event that this is not possible, please read the detailed instructions in the paragraphs below.

You MUST ensure that you use sufficient external packaging to make sure that the item arrives with HydroGarden with no deterioration to packaging or contents. The easy way to do this is to wrap cling film around the box you are returning, or put it in a larger box. 

Please take time to read these instructions to save yourself cost and hassle!

HydroGarden has developed a Returns Procedures Booklet and laminated sheets that make it easier for you if you have a return. If you would like a copy sending out to you, call the Sales Team on +44(0) 2476 651500 and they will happily pop one in the post for you!