Warranty Policy
The Grow Guys · Last updated: 09/07/2026
At The Grow Guys, we stand behind the products we sell and work closely with our suppliers to support customers in the event of a warranty issue. This Warranty Policy outlines how manufacturer warranties are handled and how your rights are protected under Australian Consumer Law (ACL).
Manufacturer Warranties
Many products sold by The Grow Guys include a manufacturer’s warranty, which may vary by brand and product type.
- Warranty periods are set by the manufacturer
- Warranty coverage and conditions differ between products
- Warranty information may be listed on product pages or provided upon request
Where a manufacturer warranty applies, The Grow Guys will assist in facilitating the warranty process.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a remedy if a product:
- Is faulty or unsafe
- Has a major failure
- Is not as described
- Does not perform as reasonably expected
These rights apply regardless of any manufacturer warranty period.
What Is Covered Under Warranty
Warranty claims generally cover:
- Manufacturing defects
- Faults occurring under normal use
- Electrical or component failures not caused by misuse
Warranty coverage does not include issues caused by:
- Incorrect installation
- Misuse or negligence
- Physical damage (drops, impacts, water exposure)
- Normal wear and tear
- Failure to follow manufacturer instructions
Warranty Claim Timeframes
Warranty claims should be submitted as soon as a fault is identified.
Claims may still be assessed after extended periods where required under Australian Consumer Law.
Warranty Claim Process
To submit a warranty claim, please contact us with:
- Proof of purchase
- A clear description of the issue
- Photos or videos showing the fault
- Serial numbers (if applicable)
Some claims may require the item to be returned for inspection or testing.
Warranty Assessment & Shipping Costs
Where an item is returned for warranty assessment:
- Return shipping is initially the responsibility of the customer
- If the fault is confirmed under Australian Consumer Law, reasonable return shipping costs will be reimbursed
- If no fault is found or the issue is deemed customer-caused, shipping costs will not be refunded
For bulky or heavy items, additional freight charges may apply depending on the nature of the claim and carrier requirements.
Warranty Remedies
Depending on the issue, The Grow Guys (or the manufacturer) may offer:
- Repair
- Replacement
- Refund
The remedy provided will be determined in accordance with Australian Consumer Law.
In some cases, the manufacturer may require direct handling of the warranty claim. Where this occurs, we will guide you through the process.
Replacement Items
If a replacement is approved:
- Replacement items may be new or refurbished (as permitted under ACL)
- Warranty coverage continues for the remaining warranty period, unless otherwise stated by the manufacturer
Products Not Covered by Warranty
The following are generally not covered under warranty:
- Consumables (nutrients, media, additives, filters, bulbs)
- Items damaged due to misuse or incorrect installation
- Second-hand or clearance items sold “as is” (where permitted under ACL)
How to Lodge a Warranty Claim
Email: sales@thegrowguys.com.au
Subject: Warranty Claim
Please include:
- Order number
- Product name
- Description of the issue
- Photos or videos
- Serial number (if applicable)
Claims submitted without sufficient information may be delayed.
Final Notes
- This Warranty Policy applies to all online and in-store purchases
- The Grow Guys reserves the right to refuse warranty claims that do not meet this policy
- Nothing in this policy limits your rights under Australian Consumer Law
