Refund policy

The Grow Guys | Free Shipping Over $499 (Excludes Bulky Goods)

Return & Refund Policy

The Grow Guys
Last updated: 16/12/2025

At The Grow Guys, we’re committed to supplying quality products, honest advice, and clear policies. We encourage customers to research products carefully and contact us prior to purchase if unsure, as our returns policy is structured, firm, and compliant with Australian Consumer Law (ACL).

Nothing in this policy limits your rights under Australian Consumer Law.

Change of Mind Returns (Up to 30 Days)

We offer change of mind returns within 30 days of purchase, subject to the following conditions:

  • Item must be unused, unopened, and in original packaging

  • Item must be in resaleable condition

  • Proof of purchase is required

  • Return shipping costs are the responsibility of the customer

  • A 10% restocking fee applies

Change of mind returns will not be accepted after 30 days.

Once the item is received and inspected, we will issue a refund (less the restocking fee) or store credit, at our discretion.

Change of mind does not include:

  • Ordering the wrong product

  • Incompatibility with your setup

  • Incorrect measurements

  • Finding the product cheaper elsewhere

  • No longer needing the item

Return Shipping Costs

Unless otherwise required under Australian Consumer Law:

  • All return shipping costs are the responsibility of the customer

  • This includes:

    • Change of mind returns

    • Incorrectly ordered or incompatible items

    • Warranty assessment returns where no fault is found

We strongly recommend using a tracked shipping service. The Grow Guys are not responsible for items lost or damaged during return transit.

If a returned item is assessed and found to have no fault or the issue is deemed customer-caused, all original and return shipping costs remain the responsibility of the customer.

Claim Timeframes

All return, refund, or replacement requests should be lodged as soon as possible after purchase.

Claims submitted after 30 days may still be assessed where required under Australian Consumer Law.

Faulty Products & Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You may be 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

What we require:

  • Proof of purchase

  • Contact as soon as possible after purchase

  • Photos or videos clearly showing the issue

  • Return of the item for assessment (where required)

Remedies:

Depending on the nature of the issue, we may offer:

  • Repair

  • Replacement

  • Refund

The remedy provided will be determined by The Grow Guys, in accordance with Australian Consumer Law.

Warranty Assessment Returns

Where a product is returned for warranty assessment:

  • Return shipping is initially the responsibility of the customer

  • If a 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

Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, or incomplete:

  • You must notify us within 7 days of delivery

  • Photographic evidence is required

  • Packaging should be retained where possible

Once verified, we will organise a replacement or refund at no cost to you.

Courier Delays or Lost Parcels

If a parcel is delayed or confirmed lost in transit, we will liaise with the courier.

Once loss is confirmed, a replacement or refund will be issued.
Refunds or replacements are subject to courier investigation outcomes.

Customer-Caused Damage

We do not accept returns or issue refunds for items damaged due to:

  • Incorrect installation

  • Misuse or negligence

  • Physical damage (drops, spills, water exposure)

  • Failure to follow manufacturer instructions

These issues are not covered under Australian Consumer Law.

Unclaimed or Returned Parcels

If an order is returned to us due to:

  • Failure to collect

  • Incorrect address supplied

  • Refused delivery

We will deduct the original shipping cost from any refund issued, including orders that qualified for free shipping.

Vaporizers & Hygienic Products

For health and safety reasons:

  • Change of mind returns are not accepted on used vaporizers

  • Returned vaporizers must be clean and free of residue

  • Unclean or contaminated units will be refused

Eligible vaporizer faults include:

  • Unit will not power on

  • Heating failure

  • Charging or battery faults

  • Display malfunction

Misuse, poor maintenance, or failure to follow instructions voids eligibility.

How to Request a Return or Refund

Email: sales@thegrowguys.com.au
Subject: Return / Refund Request

Please include:

  • Order number

  • Reason for return

  • Photos or videos (where applicable)

Returns sent without prior approval may not be accepted.

Final Notes

  • This policy applies to all online and in-store purchases

  • The Grow Guys reserves the right to refuse returns that do not meet this policy

  • Nothing in this policy limits your rights under Australian Consumer Law

Warranty Policy

The Grow Guys

Last updated: 16/12/2025

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).

Nothing in this policy limits your rights under Australian Consumer Law.

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