Returns & Replacements
100% Satisfaction Guarantee - 120 Day Return Policy
If you’ve changed your mind about your purchase from us, we accept returns and exchanges within 120 days after your package has been delivered (according to the tracking information provided). If 120 days have gone by after your package has been delivered, we will not be able to offer you a refund or exchange.
You can return items on sale!
Unfortunately, we can't accept back items purchased on clearance /will be marked as clearance items/, Special and Bulk Order Items, Special Deals Items, Nutrients and Soils, Complete Grow Packages or the individual items contained within the Complete Grow Packages., Lamps (bulbs), Air Conditioners, Agriculture and Solar Machines. If you apply for a return within the first 30 days after delivery of your package, you are eligible for money back refund. Requesting a return after the 30 days and before 120 days have passed, you are eligible for our store credit refund.
To be eligible for a return, your item must be unopened and in the same condition that you received it – unused with all labels still attached. It must also be in the original packaging.
Please be reminded that you will be responsible for the return shipping label. Shipping and handling costs are not refundable. If a Free Shipping promotion was used at the time of original purchase, the actual shipping costs will be deducted from the store credit amount.
Please find your specific situation from the list of scenarios below to learn how we handle that situation:
1.You decided to cancel your order
If the order hasn't been processed yet, we can cancel it and issue you a refund with no penalty. If you do not cancel the order until after it has already been processed, your situation will be handled according to situation 4 below. NOTE: PayPal and our credit card processor have changed their policy and no longer refund transaction fees. As a result, any canceled orders that were paid via credit card or Paypal will receive a refund MINUS the transaction fee (about 3% of the purchase price).
**Special Orders Items and Special Deals Items may not be canceled**
2.You would like to return an unopen item back to us
Unopened items shipped from PrimeGrower.com can be returned within 90 days of receipt. In order to be eligible for refund the item must correspond to the following requirements:
- 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.
- Products must be free of scratches, dents or cosmetic defects.
- Items must not have been used or installed in any way.
- Return must include all informational brochures, installation guides, cords & accessories.
- You must contact us to notify us that you'd like to return the item 30 days of delivery.
- You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.
If you return an item without all of the above requirements being met, the item will be refused and come back to you and no refund (or a partial refund) will be issued. If you meet all of the above requirements, your refund will be issued as soon as the item has been verified to be in good condition back to your original form of payment.
Special order items may not be returned for a refund, only for replacement if defective or damaged in transit.
Note that shipping charges (both to ship the product back and the original charges, even if you had free shipping—we still had to pay it, after all) and a 25% restocking fee (can be up to 30%) will be deducted from your refund.
3.You received an item that appears to have been damaged during shipping
A. Non-Freight Delivery
It rarely happens, but once in a while products are damaged during shipping. The responsibility for items damaged during shipping is the shipping carrier, which will most often be UPS, FedEx, or USPS. Packages must be opened within 72 hours after they are received to be inspected for any damage.
If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waives your right to get your product replaced or repaired.
Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping, PrimeGrower.com must receive notice of the damage to report the claim and get you a refund and/or replacement. PrimeGrower.com cannot promise any refunds or replacements if this is not done within 72 hours.
B. Freight Delivery and LTL 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 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 PrimeGrower.com.
Typically PrimeGrower.com will request pictures of the outer packaging and the product itself (if possible) upon notification of the damage.
4.You refuse the delivery of your order or it goes undelivered, and it comes back to us
If you refuse an item, or an item goes undelivered, and it comes back to us (for whatever reason, like PO Box address, incorrect address, etc.), you will be issued a refund LESS a 25% restocking fee (sometimes up to 30%) and our actual cost for shipping and handling (both ways). If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete.
Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are, unfortunately, unable to provide a refund.
Refunds (if applicable)
Note that a restocking fee and shipping charges may apply on returns, even if not specifically stated below. You will also be charged for credit card processing fees (3%).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, these are the steps you can take to check it out:
- Please check your bank balance again, transactions may have been delayed.
- Contact your credit card company, it may take some time before your refund is officially posted, as it may take up to 7-10 business days for them to process the credit.
- Next contact your bank. There is often some processing time before a refund is posted.
We also offer partial refund on returned items which have some original parts missing, but is not affecting the whole of the item and its functionality. In such a case, the customer can only get partial refund.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, call us at 224-391-6656 or send us an email at firstname.lastname@example.org.
If you still have questions, please contact us!
If you aren’t entirely satisfied with your purchase, let us know! We’re here to help. We want you to be happy with your purchase from PrimeGrower.com. Shop with confidence knowing that if something does go wrong, we will do our best to fix it. We stand behind what we sell and we hope to build trust with our customers to form long-term relationships.
If you have any questions about a possible or current return, contact us at 224-391-6656 or by email at email@example.com.