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Home » Refund policy

Refund policy

Need to process a return, exchange, or report a missing/damaged item? Use our Returns Portal or contact us using the details below.

Summary

  • Unwanted items must be unused, unopened, and in original, sellable condition.
  • Faulty goods must be returned in full; like-for-like replacements provided where appropriate.
  • We do not accept returns from businesses buying to resell to a third party.
  • Perishables (including live predators), nutrients and grow light lamps cannot be returned unless faulty.

Your UK Statutory Rights

This policy applies in addition to your legal rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described—if not, you’re entitled to a repair, replacement, or refund. For distance sales (online/phone/mail), the Consumer Contracts Regulations 2013 give you a 14-day cooling-off period from delivery to cancel and a further 14 days to return. The statutory cooling-off period does not apply to in-store purchases.

Online Orders

Timeframes

  • Change of mind: 14 days from the day you receive your order to cancel; then 14 more days to return for a full refund (reasonable deductions may apply if items aren’t in sellable condition).
  • Faulty items:
    • Within 30 days: full refund or replacement.
    • Within 6 months: repair or replacement; if that’s not possible, a refund.
    • After 6 months: you will need to show that the fault was present at purchase.

Condition for Unwanted Returns

Items must be unused, unopened, and in original, sellable condition with all packaging intact. Fair deductions may be made where items are not returned in sellable condition. Please package returns adequately; damage sustained in transit due to poor packaging may result in a deduction.

Note on grow tents: once unpacked, tents rarely repack to factory condition and their sellable value is reduced. Please measure your space before purchasing.

Do not tamper with or attempt to repair items yourself; this can invalidate warranties and your return rights.

How to Return

  1. Tell us you’re returning: For fastest turnaround use the Returns Portal or if you can't, email customerservices@growell.co.uk.
  2. Faulty goods: we’ll arrange collection free of charge.
  3. Unwanted goods: The returns portal will book you an appropriate collection at the most competitive price available at that time. Alternatively, post/courier to the address below. Include your order number and delivery address (or the returns form).

    GroWell Returns
    Unit 10,
    Hortonwood West,
    Hadley,
    Telford
    TF1 6AH

    If you want us to arrange a collection manually the cost is £19.95 per box (or £34.95 per box for items over 1.2m).

Please note: if you book your own courier you’re responsible for any loss or damage in transit. Return shipping costs are yours unless the item is faulty or incorrect. If an item is returned as faulty but is confirmed working, outbound/return postage may be deducted from any refund due.

Refunds & Exchanges

Once your return is received and inspected, we’ll process your refund within 14 days to your original payment method (or store credit if you prefer). If you need a different item/size, we’ll arrange an exchange (subject to stock). Price differences may apply.

Shop (In-Store) Purchases

Timeframes

  • Faulty items (statutory): 30-day short-term right to reject for a full refund; then repair or replacement within 6 months (or refund if that’s not possible). After 6 months, you may be asked to evidence the fault.
  • Change of mind (discretionary): store credit or exchange if:
    • Returned within 14 days of purchase,
    • Item is unused, unopened, and in original packaging, and
    • You provide your shop receipt (proof of purchase).

Condition for Unwanted Returns

Items must be unused, unopened, and in original, sellable condition with all packaging intact. Deductions may apply if items aren’t in sellable condition.

Grow tents: once opened, tents usually can’t be returned to factory condition; please measure first.

Please don’t tamper with or attempt to repair items; this can invalidate warranties and rights.

How to Return In-Store

  1. Bring the item and your receipt back to the store of purchase within the relevant timeframe.
  2. For faulty items, we’ll assess and provide a repair, replacement, or refund as required by law.
  3. For change-of-mind returns (discretionary), we may offer a refund, exchange, or credit if the item meets the condition rules above.

Refunds & Exchanges

Refunds go back to your original payment method. Exchanges are subject to stock and price differences where applicable.

Exclusions

  • Perishable items (including live predators) and nutrients
  • Grow light lamps
  • Goods that cannot be returned for hygiene/safety reasons once opened (where applicable)
  • Custom-made or personalised items

These exclusions do not apply where an item is faulty or misdescribed.

If an Item Isn’t Faulty

If a product is returned as faulty but tests as working, we may deduct postage/assessment costs from any refund or charge return shipping to send it back to you (we’ll be reasonable and transparent about this).

Contact Us

Questions? Email customerservices@growell.co.uk. We’re happy to help.

This policy is intended to comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It does not limit your legal rights.