Refund policy

The Grow Guys · Last updated: 09/07/2026

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