Payment & Delivery
I don't want to send my credit card details over the Internet, how else can I pay?
There are many ways you can pay for goods from GroWell other than online credit card payments. Once you have completed your online shopping you will be asked how you wish to pay for your goods. You will be given a series of options:-
- Print and Post (cash, postal orders, bring money to retail outlet) -
When this option is selected a pop-up window will open showing your completed order. You can then print this screen and send it along with your chosen method of payment (cash or postal orders) to Mail Order department, GroWell Hydroponics & Plant Lighting Ltd, PO BOX 3225, Warwick. CV34 5GH. As an alternative you can print your order out and bring payment into our retail outlet. Note: It is always recommended that registered post or special delivery are used to ensure the payment is safe and insured against loss or theft.
- Paying money directly into the GroWell bank account -
We have a special bank account set up that you can pay money into. Once you have chosen your goods and selected this method of payment you will be given the total cost of your order. You can then deposit the cash sterling into any Natwest Bank quoting the following details:-
Account Name: GroWell
Sort Code: 56-00-45
Account Number: 46437460
As soon as the money shows in our account, usually within twenty four hours, then we will send your order out.
Where should I send my 'print and post' order?
Mail Order Department
GroWell Hydroponics & Plant Lighting Ltd
PO BOX 3225
Why will you only deliver goods to the credit / debit card holders address?
This is a method of fraud protection used to protect our customers. This way we are sure that the person that is paying for the goods receives the goods.
How long will my order take to arrive?
Most UK orders are delivered within 2-3 working days, stock permitting. We would like to promise our customers that all orders are delivered within forty-eight hours as ninety percent of our orders are. However we do not like to make promises we aren't one hundred percent certain of keeping. If you are desperate for your order, telephone us on 0333 003 22 96 and we will see what we can do. We always do our best for our customers.
What happens if I'm not in when my delivery comes?
The courier company that we use will put a card through your door if you are not in when they try to deliver. They will then re-attempt delivery on the following two days, carding the address each time. The card will have the consignment number and the telephone number of the local depot on it so if needs be you can contact them and arrange to collect it from there.
How much does a standard delivery cost?
If you spend £50 or more, standard shipping is free. Otherwise, for £6.95 you can have your goods dispatched within 2 to 3 working days (Monday to Friday) - regional and heavy item surcharges apply. If you would like to receive a delivery at the weekend, you'll be pleased to know that we have options for both Saturday and Sunday. You just need to remember to order before midday on the Friday beforehand.
I need to have products delivered to me by tomorrow - is that possible?
If you order before noon (Monday to Thursday), we'll arrange next day delivery for a total cost of £14.95 - regional and heavy item surcharges apply. We can also do a Saturday delivery for £24.95 or a Sunday delivery for £19.95 (again, regional and heavy item surcharges apply and you need to order before midday on the Friday beforehand).
Can I arrange for my goods to be delivered at a specific time?
Yes. You can specify a weekday that you'd prefer the delivery to be made on when you order. We also offer two other delivery services.
- Morning Delivery Service -
For £19.95 you can specify a particular weekday morning for your order to be delivered on subject to our agreement. This service is beyond our control and we accept no responsibility if the courier fails to deliver on time (regional and heavy item surcharges apply and you need to order before noon on the previous day - see below for Saturday and Sunday deliveries).
- Saturday Delivery Service -
For £24.95 we can contract the couriers to deliver on a Saturday morning subject to our agreement. This is a useful service if you are desperate for something or if Saturday is the only day you can be available to receive an order (regional and heavy item surcharges apply and you need to order before noon on Friday).
I want my order delivered to my local depot for collection. How can I do this?
As well as delivering to your home we can arrange to have your order delivered to the address of a local courier company for you to collect. To collect your goods, we supply you with a unique reference number which you then quote to the courier company when collecting your order. We can only accept cash payment, postal orders or payment directly into our bank account for this service.
My order is incorrect. What should I do?
In the unlikely event of this happening please contact us at your earliest convenience on our freephone number 0333 003 22 96 or email us via this site and we will endeavour to help you.
My products were damaged in transit. What should I do?
All products are carefully wrapped and packed in plain packaging before being dispatched. If you do find that you have damaged goods when you receive your order please contact us at your earliest convenience on our freephone number 0333 003 22 96 or email us via this site and we will endeavour to help you.
I did not receive any instructions with my products. What should I do?
If you do not receive the appropriate instructions with your goods please contact us on our freephone number 0333 003 22 96 or email us via this site and we can either post you a set of instructions or a member of our team will happily answer any questions or queries that you may have. Instruction sheets are constantly being added to this site, so check the relevant product page to see what information downloads are available.
I am not happy with my purchase. What should I do?
We want you to be happy with our products and service. If you have bought something from us and are not entirely satisfied you can always ask to have your money back subject to the item being unused and in the same new condition we supplied it to you in. We also request that you have your receipt with you when you return the item to us. A thirty-day limit applies to this guarantee.
Do you accept returns?
We want you to be happy with our products and service. If you have bought something from us and are not entirely satisfied you can always ask to have your money back subject to the item being unused and in the same new condition we supplied it to you in, in original packaging. We also request that you have your receipt with you when you return the item to us. A 30 day limit applies to this guarantee. If goods arrive in a damaged condition you must inform us within 7 days.
IF YOU DO NOT DO THIS WE SHALL HAVE NO LIABILITY FOR GOODS SAID TO BE DAMAGED ON DELIVERY.
How do I return my items?
To start the returns process, please call 0333 003 22 96 and download a returns form here. We can arrange for your items to be uplifted or you can return your items via another postage method. Please note that GroWell accepts no responsibility for items that are lost in transit unless they have been uplifted by one of our couriers. If you choose to send your return via another postage method then it is your risk if your item becomes damaged or lost. We recommend that you use a “signed for” and insured delivery method to protect yourself against any loss.
Who pays for the delivery of returns?
If you buy goods which are faulty or have an unsuitable specification which was not apparent from our website, we will cover the cost of return. Our customer services department will arrange collection of these goods and we will replace the goods or refund any money paid (including initial delivery). If you are having a replacement item, returned items will be collected at the same time new items are delivered.
If the goods returned are in full working order, and the reason for return is your own mistake or own choice, then you are responsible for the cost of carriage. We can arrange an uplift if you’d like us to, but it will be at your cost. Once we receive your items, your refund (minus the postage costs) will be issued.
If the goods returned as damaged or faulty are found to be in full working order these will be returned to you and we reserve the right to charge an administration fee of 15% of the price of the goods along with the cost of carriage.
The security of your personal and credit card details is of the highest importance to us. We use the latest Internet encryption with 128 bit SSL software developed by RSA Data.
When you are ready to enter your credit card details on the secure page, your browser will automatically inform you that encryption is being used.
Furthermore, all data stored on the secure server is encrypted again and protected by a firewall, the specification of which has been recognised by the major banks. You can confirm the security of your connection to the checkout page by checking the bottom of your browser window. When the connection is secure you will see a closed lock.