Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Nothing in this policy affects your statutory rights.
To be eligible for a return, your item must be in the same condition that you received it, unopened, uninstalled and unused, with tags, and sealed in its original outer packaging and security seals intact. You’ll also need the receipt or proof of purchase.
To start a return, you must contact us at info@ledgrowshop.co.uk with your order number. We’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We recommend you send items back fully tracked , insured and protected. You will be asked to provide a tracking number. Until you have confirmation that we accept the return, the order will remain the property of the purchaser.
Following us authorizing your return, you are responsible for returning your item(s) within 14 days. Any return received after 14 days will not be accepted and your return request will be closed.
The buyer is responsible for all shipping charges in the event of a non fault return or cancellation.
In the event that your return does not arrive with us, does not arrive with us in the condition it was purchased in or arrives with us damaged, the purchaser is responsible for making a claim with the carrier they used for the return transit. We can assist, should you request, with photographs and descriptions of damage or loss.
Cancellations: under distance selling laws customers have 14 days after receipt of goods to cancel their order in entirety. The above applies regarding returning goods. All returns must meet the same criteria as above.
In the event we receive a return item and we deem the item to not be in factory new or not in as supplied condition - for example it has been opened, marked etc... we reserve the right to offer a clearance value and therefore refund less than amount that was paid for the item. Certain products, once opened may not be returned for functional and hygiene reasons - for example any filter part. These products are deemed 'spent' once opened.
We will not accept return requests resulting from physical damage or abuse. If you change your mind and decide to cancel after your order has been dispatched or you refuse delivery all shipping charges and return to sender fees will be deducted from your refund.
Please note, any item containing a filter may not be returned once it has been opened. These are hygienic items.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (minus shipping costs for non fault returns / cancellations and minus any deductions for items not in as new condition). Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please allow 10 working days from date of successful refund confirmation to the refund amount arriving back with you.
Lost Parcels
In the unlikely event a parcel goes missing and / or the recipient claims not to have received their parcel, you are required to participate in what is required to complete a thorough investigation and claim with the courier.
You may be required to sign a legal declaration form confirming non-receipt of goods. This must be completed in full, signed and returned by you within a certain timeframe to initiate a claim.
If a claim is submitted to the courier, using the information you have provided, we must wait until the claim is settled before we can provide a refund which may take up to 28 working days.
Faults
In the highly unlikely event your item develops a fault, you must report this to us by emailing info@ledgrowshop.co.uk immediately, with a proof of purchase and we will advise on the next steps to get this matter resolved. You are required to document the fault fully with us before we initiate any replacements or accept any returns. This may include you sending us clear photographs and / or video of the item and the fault you describe. You must also send us photographs and details of serial numbers and manufacturers warranty information. This documenting stage helps us identify and categorise the fault and how we will support you to resolve this. In any event, we will always require faulty items to be returned to us.
In the event of an item being claimed as faulty and returned to us and we subsequently show the item is free of faults, the purchaser will be liable for all shipping charges and we reserve the right to charge up to a 20% inspection administration fee before releasing the item. Should the purchaser not arrange for return shipping (at purchaser's cost) of their item(s) within 28 days of being informed of the outcome, the purchaser relinquishes ownership and we will responsibly dispose of the item(s).
All returns must arrive with us no later than 14 days after an RMA has been issued.
We will not accept return requests resulting from physical damage, abuse or using the item in anyway not as intended by the manufacturer.
NOTE: Buyer is responsible for providing accurate delivery and contact information. Should there be an issue with the information provided, the buyer is responsible for all follow up charges including return to sender, customs and re-shipping costs.
International
Buyer is responsible for all shipping costs in the event of a return and replacement.
BUSINESS / NON CONSUMER RETURN REQUEST
As a gesture of goodwill we only accept business returns that are in factory new/completely unhandled condition. A 10% administration fee will be deducted automatically from any refund offered. Kindly note that any sign of opening, any sign of usage or any sign of installation whatsoever will unfortunately devalue the goods and therefore may result in the return being refused. This includes the packaging, contents and accessories. If we cannot sell the item as factory new, your request may be refused or you may be offered a clearance value for the items returned at our sole discretion (this is in addition to our admin fee).