If you are returning an item please contact us to get a Return Authorisation Number first. No returns will be accepted without this number. To receive this you must email us on firstname.lastname@example.org or contact us by phone (+44 7947 737 902) and we will guide you through the next steps to take.
All returns (for whatever reason) must be received within 30 days of purchase. Upon receipt of your return we will inspect the unit(s) for damage or signs of use. As per our policy the returned item must be in "like new condition" with no signs of wear or use.
Any damage caused to the item during return transit will be the responsibility of the buyer so we highly recommend you insure your returned item.
Damaged items will either be returned to the buyer or will reduce the amount refunded to cover repairs at our discretion.
We want you to be happy with the products that you have purchased through us. In the event that you wish to cancel your order for any reason, this must be communicated to us in writing
within 24 hours
of your order being made. A refund will then be applied to your payment method as soon as possible.
Customs Information (international customers)
Please be advised that while we do ship internationally there is a possibility that you will incur customs charges on entry of the shipment to your country.
While customs fees do not occur with every package shipment, by purchasing from us you acknowledge your responsibility for any duty that is payable on your consignment.
All orders will be shipped within 48-72 hrs of your online order depending on quantity and the requested item being in stock at the time of the order.
All of our orders are shipped by registered courier services and are fully insured. Wholesale and retail customers please email email@example.com
It is the customer's responsibility to ensure that all contact information is correctly given at the time of purchase, including the full address and contact telephone number, as well as email addresses for written correspondence. While we will make every effort to deliver items as soon as possible, we cannot be held responsible for delays caused by the submission of incomplete/incorrect shipping details.
We will issue you with a tracking number (where possible) when we can confirm that the item(s) have been dispatched. Any delay at this stage is beyond our control and should be addressed with the carrier.
When your order arrives at your door please check that everything is as ordered on your emailed invoice. Please ensure that none of the products have been damaged.
While we take every precaution to minimise the risk of damage to your item(s), we are not responsible for events outside of our control. Please alert us to any damage your package may have received ASAP as damage claims need to be filed with the carrier.
In the event of an item becoming out of stock, we will dispatch as soon as it becomes available. You will be informed as soon as possible in such circumstances, and given a likely timescale for delivery
All Hydroponics Hut products are sold with a three-year worldwide warranty. If your item malfunctions due to a manufacturer-related defect, we will gladly repair or replace the item at our own expense, as we want you to be secure in the knowledge that your item is protected. This is subject to terms and conditions, which are outlined below:
We reserve the right to inspect and evaluate products that are returned for warranty-related reasons. Dependent on the issue with the appliance, this can take some time. However, all claims will be acknowledged within 24 hours.
You will be notified of a likely timescale for repair/replacement once we have had reasonable opportunity to carry out this process.
While we will make every effort to effect a repair as swiftly as possible, in isolated circumstances this may not be possible. In such situations, we will outline your options to you in writing as soon as this is possible.
We aim for a lead time of 7-10 days for UK-based warranty repairs. However, in certain circumstances, we may require a longer period of time where the problem is particularly technical, and you will be notified of progress in writing as soon as we are able to provide any updates.
As with the process for repairs (see above) any unit which shows evidence of having been tampered with or misused in any way will not be subject to the terms of the warranty, and the provision of any repair/replacement will be at our discretion.
Your statutory rights are not affected by the terms of this warranty.
As consumers ourselves, we want you to be able to express your feedback (good, bad or indifferent) to us. It is important to us that we have your feedback, as this is how we can best improve and adapt to our customers' needs.
However, we recognise that sometimes things can go wrong. We treat all expressions of dissatisfaction extremely seriously, and will act wherever possible to resolve complaints swiftly and satisfactorily.
In the first instance, any complaints should be directed to firstname.lastname@example.org
. The following process will then apply:
We generally try to resolve complaints within 24 hours of receipt. However, if this is not possible for any reason, we will write to you to acknowledge the issue and outline the next steps.
We may then require a reasonable time to investigate the matter. This can involve contacting third party suppliers, which can take time. In such circumstances, we will endeavour to keep you updated as to the progress of the issue.
If for some reason we cannot resolve the complaint within five working days, we will contact you to discuss your further options.
There may be situations where an issue is outside of our control, such as where we depend on third party suppliers, or in the case of out of stock items/components that must be ordered from other sources. While we appreciate that any delay is frustrating to you, and we aim to minimise any effect of this, we cannot guarantee a swift resolution in all cases.
Please note that while we are committed to dealing with any reasonable queries or complaints that you may have, we reserve the right to refuse assistance in cases of persistently abusive or unreasonable conduct. This does not of course affect the consumer rights given to you by law.
We want to make sure that ordering is as easy as possible.
You can order online through our website. All orders will be processed quickly, easily and securely through our e-shop.
If you experience any inconvenience while placing your online order, want to cancel an existing order or have any questions regarding your order, please email us on email@example.com (we aim to answer all emails within 24 hours of receipt)
We are happy to guide you through the process for telephone ordering - please call +44 7947 737902. This service is available between 0800-1900 Monday to Friday and 1000-1600 Saturdays. Outside of these times, please email us or leave a message with your name and telephone number, and you will receive a call back within working hours.
Please note that this method requires you to make payment via electronic bank transfer, and details of how this is carried out will be supplied upon request. Orders will be shipped once the funds are received by us according to our normal methods.
Online purchases can be completed via any of these forms of payment.
Electronic transfer (via Faster Payments system)
Unfortunately, we cannot accept cheques as a method of payment.
Debit and credit card payments are usually taken instantly, however in some circumstances (such as at weekends and on public holidays), this can involve a slight delay.