Returns & Replacements

Unopened Returns (Within 30 Days of Purchase)

Unopened items shipped from Hydrobuilder.com can be returned within 30 days of receipt of shipment in most cases (Clearance Items, Special Order Items, Deep Water Culture Systems, Nutrients, Fertilizers, Cones, Cone Filling Machines, Trimming Machines, Grow Tents, Hoop Houses, BlueLab products and Harvest Tools do not qualify). Some products have different policies or requirements associated with them. We will issue your refund, less shipping and/or restocking fees (where required) once the product is returned to the warehouse and inspected. Refunds are always issued back to the original payment method. Shipping charges are non-refundable. Orders cancelled after shipment are considered Unopened Returns and will be subject to shipping and restocking fees if applicable.

**All returns must first be authorized by Hydrobuilder.com. Items returned without prior authorization from Hydrobuilder.com will be returned to sender. Once your return has processed, you will receive a detailed email with the address of the warehouse the item(s) should be shipped back to and instructions for the return.**

Unopened Returned Item(s) Standards:

1. Merchandise must be in new, resalable condition, and in the original, undamaged manufacturer’s packaging inside of a plain brown shipping box (over-boxed/double-boxed). Do not send products back in the manufacturer’s packaging without over-boxing.
2. Products must be free of scratches, dents or cosmetic defects.
3. Items must not have been used or installed in any way.
4. Return must include all informational brochures, installation guides, cords & accessories.
5. Special order items may not be returned for a refund, only for replacement if defective or damaged in transit.

Hydrobuilder.com may refuse a return for any item not in like-new condition. Additionally, returns may be refused if the manufacturer’s packaging is damaged or missing. The manufacturer’s packaging must be protected with a plain brown shipping box.

You are responsible for return shipping costs and for sending the item(s) back to the instructed warehouse in the same condition the shipment was delivered to you in. We highly recommend insuring your return package with the carrier of your choice. In the unfortunate event you send back an item and it happens to be damaged, lost, or stolen in transit back to the warehouse, Hydrobuilder.com is not responsible.

Unopened Return Instructions

1. Request a return by filling out the Return Request Form, by calling Hydrobuilder.com at 888-815-9763, or by emailing support@hydrobuilder.com. All returns must be authorized.
2. Make sure the merchandise is in its original packaging (manufacturer’s packaging), and place it in a shipping box to prevent any damage to the manufacturer’s packaging.
3. Please remove or cover any existing shipping labels, stickers, or other materials on the shipping box from previous shipments to avoid confusion. A black marker can also be used to cover any existing labels or bar codes.
4. Address the package to the fulfillment center provided in the Return Authorization paperwork. Packages are not always returned to the original shipping location.
5. Drop off the return at any shipping company of your choice. We recommend authorized UPS or FedEx Service Centers as they offer tracking and insurance.
6. Once you drop off your return, please allow 4-5 business days for your return to reach our warehouse.
7. Once received, your shipment will be inspected and a refund will be issued within 7 days.

Open-Box Returns (Within 30 Days of Purchase)

Some opened products may be eligible for return within 30 days of purchase at Hydrobuilder.com’s discretion. If approved, a 20% restocking fee will be applied. Hydrobuilder.com does not resell returned products as new items. Please contact us to find out if your product is eligible for return with a restocking fee assessed.

Please insure your return shipment with the carrier. In the unfortunate event you send back an item and it happens to be damaged, lost, or stolen in transit back to the warehouse, Hydrobuilder.com is not responsible.

Products that Hydrobuilder.com cannot accept back if opened include Grow Tents, Extraction Equipment, Pressing Equipment (Jack Pucks), Cones, Cone Filling Machines, Trimming Tools, Trimmers, Pest Control and Nutrients/Fertilizers. Custom built and Special Order Items may not be returned unless defective or damaged in transit. This includes products with custom cord lengths.

Defective Products (Within 30 Days of Purchase)

If a product you’ve ordered from Hydrobuilder.com proves to be defective within 30 days of purchase, we will exchange your product for a new one, issue a credit towards an alternative product, or issue a refund once returned and inspected. Once again, Grow Tents, Extraction Equipment, Pressing Equipment (Jack Pucks), Cones, Cone Filling Machines, Trimming Tools, Trimmers, Pest Control and Nutrients/Fertilizers may not be returned for credit.

If you are returning an item purchased from Hydrobuilder.com due to operational failure, please call or email us first so we can attempt to assist you through troubleshooting. We may be able to fix the problem without the need for a return! Please also check your bulbs, wiring, surge protectors, etc.

All products should be thoroughly tested prior to return. If a returned item is tested and determined to be fully functional, the product will be sent back to you. Hydrobuilder.com will not offer a replacement or refund in these instances. Please troubleshoot and test your equipment before sending it back as defective!

31 Days or More (Warranty Claim)

Outside of the 30-day return window, you will only be eligible for a repair or replacement under warranty, if offered. Most products sold on Hydrobuilder.com are covered under warranty. Warranties are agreements between the buyer and the manufacturer, not Hydrobuilder.com. Hydrobuilder.com accepts no responsibility, expressed or otherwise for any manufacturer’s warranty. Should you have a warranty issue, you will deal directly with the manufacturer or abide by their policies and timelines. We are bound by the manufacturer’s policy as well. Manufacturers will refer customers back to Hydrobuilder.com when necessary.

Please be aware that some manufacturers require postage to be paid by the customer to and from them, some will only repair items under warranty, not replace or refund. Some manufacturers require end users to contact them directly for assistance and troubleshooting prior to offering a repair or replacement. It is your responsibility as a consumer to double-check the warranty being offered prior to purchasing a given product.

Items returned outside of the warranty period offered will not be accepted.

**Defective Kind LED grow lights are replaced with refurbished units or repaired per KIND’s Warranty Policy. **

Defective Return Instructions

1. Request a return by filling out the Return Request Form, by calling Hydrobuilder.com at 888-815-9763, or by emailing support@hydrobuilder.com. All returns must be authorized.
2. Make sure the merchandise is in its original packaging (manufacturer’s packaging), and place it in a shipping box.
3. Please remove or cover any existing shipping labels, stickers, or other materials on the shipping box from previous shipments to avoid confusion. A black marker can also be used to cover any existing labels or bar codes.
4. Tape the printed prepaid FedEx or UPS return shipping label to the sealed box.
5. Drop off the return at any authorized UPS or FedEx Service Center. Please do not use drop boxes. To find the nearest authorized shipping location, please visit ups.com or fedex.com depending on the label received.
6. Once you drop off your return at UPS or FedEx respectively, please allow 4-5 business days for your return to reach our warehouse.
7. Once received, your shipment will be inspected and a refund or replacement will be issued depending on your stated preference.

Refunds

It can take 4-5 business days for your return to reach a Hydrobuilder.com fulfillment center. Once received and inspected (usually within 3-5 business days of delivery), your refund will be processed and automatically applied to your credit card or original method of payment within 2 business days. Please note, depending on your credit card company’s processing times, it may take an additional 2-10 business days after your credit is applied for it to post to your account as available funds.

If a coupon was applied when purchasing the item returned, a refund for the discounted price paid will be issued to the original payment method.

Special Order Items - These are items that we do not stock in our warehouse, but instead we get from a third party supplier. These items are not eligible for a refund or replacement unless they are damaged or defective. Special Order items are marked as such on Hydrobuilder.com.

Item/Shipment Damaged in Transit

It rarely happens, but once in awhile products are damaged during shipping. If you receive a package and you believe the item to have been damaged in transit to you, please refuse the package(s) with the driver, if possible, and clearly note any damage on the delivery receipt. If you are unable to refuse the damaged shipment(s), please notify Hydrobuilder.com by email or phone immediately.

Ground Packages

Ground packages must be opened within 72 hours of delivery to be inspected for any damage. Hydrobuilder.com must receive notice of the damage to report the claim and process a refund and/or replacement on your behalf. Refunds or replacements cannot be guaranteed if the item(s) were signed for as received in good condition or if we are not notified of damage incurred in transit within 72 hours.

Freight Shipments

Freight (palletized) shipments require someone to be at the delivery location to sign for and inspect the shipment. If you notice ANY visible damage (forklift holes, puncture marks in the boxes, large dents, smashed corners, holes in the packaging, etc., please refuse the shipment and note the damage on the delivery receipt. Do not sign for and accept the package. If the shipment was already accepted, please notify Hydrobuilder.com within 72 hours of delivery.

If you sign your name on the freight bill without noting any damages, then you are stating that you have received your order/shipment in acceptable condition. Once this has occurred, there is less possibility of filing a freight claim, and there will be no reimbursement of freight charges, order costs or any other charges incurred by you from Hydrobuilder.com.

Typically Hydrobuilder.com will request pictures of the outer packaging and the product itself (if possible) upon notification of the damage.

Order Cancellations

Most orders may be canceled any time before shipment. Some products are made to order and if cancellation occurs after production a cancellation fee may apply. Once the order has physically shipped, partially or complete, it is considered fulfilled and will require a return and will be subject to shipping and restocking fees if applicable.

To request cancellation of an order prior to shipment, please contact Customer Service via email or by phone as soon as possible. The order is not considered canceled until you have been notified verbally or via email that we were successful in stopping the shipment from leaving the warehouse.

**Special Order Items may not be canceled**