If you are dissatisfied with your order for any reason, you can return your items for a prompt refund or exchange. Refunds for items returned within thirty days of the purchase date will be credited in the same form as the original payment type. Refunds for items returned more than thirty days after the purchase date will be in the form of a credit redeemable on your next purchase. The original shipping and handling charges are not refundable. If you have an exchange for the same dollar amount as the original purchase, no additional shipping or handling charges will be incurred. Please mail your package in a prepaid, insured, traceable method to the address below.

You may also call Customer Service at 585-458-3367 to receive an RMA# (Return Authorization Number). Please write this number in big letters on the outside of the shipping box to avoid having it sent back to you unopened. The RMA# Issued to you will be good for up to 21 days, but the items must still be sent back to us within the 30-day return period.

 

International Customers: All shipping charges, customs, duties and taxes are the resonsibility of the customer whether or not the item is warrantable. These fees will also apply to any shipment of a replacement or repaired item sent back to you. These are not fees that BGH impose nor are they fees we can absorb due to our low pricing, please consider this when placing your order.

 

Hydro Garden Center

1069B Lyell Ave

Rochester NY,14606

 

Special Order items may or may not be returnable. If they are, they will be subject to a restocking fee of between 10-20%, assuming they are in new condition and unopened. The manufacturer warranty, however, will still apply and the item will still be repaired or replaced if there is an issue during the warranty period. If an item is considered a Special Order item, it will be clearly stated in the item details. We encourage customers to contact us to find out the exact return policy on these items before purchasing them to avoid any potential problems that may occur.

Some items are too large to ship via UPS or USPS and must be shipped on a truck. Please be aware that BGH will not refund shipping charges on items that are returned, and it is the customers responsibility to pay to have the items returned back to us or the manufacturer. These charges may be substantial when using a trucking company, so we encourage customers to consider this when ordering such items.

Any liquid nutrient, enhancer, or other additive that has a broken seal or that may have been altered or tampered with will not be eligible for return.

Unopened Items: If the item is unopened and not damaged, you will receive a full refund, minus any shipping and handling fees (unless otherwise noted in the product description). Special-order items, as well as items that are shipped directly from the manufacturer/distributor may be subject to a restocking fee. In most cases, refunds will be given via the same method that they were originally paid for.

Non-Defective Items That Have Been Opened and/or Used: Items must be placed in their original packaging and include all packaging materials, printed materials, warranty cards, etc. and be in resalable condition. Non-defective items that have been opened and used may be subject to shipping, handling and restocking fees, depending on its condition.

Defective Items: During the 30-day return period, any defective items will be handled by Hydro Garden Center, Inc. After the 30-day return period, refer to the manufacturer's warranty. In an effort to provide its customers with the highest degree of customer service, HGC may, at its discretion, honor the manufacturers warranty after the 30-day return period, however, you may be responsible for shipping and handling fees. If an item is returned to HGC as defective, and it is determined that there was nothing wrong with the product, than you will be responsible for any shipping and handling fees incurred. This will also be the case if anything has been done to the product to void the warranty.

Broken Bulbs/Glass: BGH does not accept returns on bulbs or other glass products in which the glass has been cracked or otherwise broken. If you feel the glass was damaged during transit, please refer to "Items That Arrive Damaged".

Items That Arrive Damaged: If you suspect that items were damaged during shipping, inform the driver or simply tell the driver that you are refusing the package because it has been damaged. Damages that occur during shipping are the responsibility of the shipping company, but we will be happy to help expedite the matter and get you replacement items ASAP. Please do not hesitate to report damaged items, as some shipping companies have strict time requirements that limit their liability.