FAQs


SHIPPING & DELIVERY

We currently use DHL and DTDC for delivery. We are looking to expand this range. Please re-visit this page periodically for updates. You will receive the name and website of the courier agency after placing the order, in our email to you.

Shipping is charged extra and is paid for at the time of placing the order.

There are NO hidden charges when you make a purchase on Growhouse.in. List prices are final and all-inclusive. Delivery charges are not hidden charges and are charged (if at all) extra, also paid for at the time of placing an order. The price you see on the checkout page is exactly what you pay.

When you place an order on Growhouse.in, we’ll send you an email confirmation to let you know when it’s been shipped and is headed on its way to you.

One an order is placed on Growhouse.in with successful payment, you will receive timely intimation via email about the status of delivery.

An order can be at one of three stages of delivery namely:

Processing: We are rushing to get your order packed and ready for shipping.

Shipping: The package has left our warehouse and is on its way to you. You will be provided with the Courier tracking number which can be used to track your shipment on the website of the courier company.

Cancelled: Orders may either be cancelled by our staff at Growhouse.in in rare circumstances such as cases of technical failure or damage to current stock rendering it undeliverable. In such cases the payment made will be refunded to the customer’s account.

Kindly follow up with the courier company through which the order has been shipped.

We try our level best to ensure that our orders leave our warehouses the same day, for all orders placed before 2 pm. In some cases there is a possibility for delay on the part of the courier agency. In such cases we apologise for the delay and request your written feedback so we can determine whether to continue using the same courier.

We send you an email confirmation with these details. Please refer to your email. In te event that you have deleted the email, please mail us at hello@growhouse.in with the order number and we will resend the tacking number to you.

Unfortunately we do not offer this service yet, but we are working on it.

Orders leave our warehouse within 24 hours of the order being placed. Courier companies usually take between 3-5 business days to deliver across India. Business days exclude public holidays and Sundays.

This may be possible if you live in Pune. Please email us at hello@growhouse.in and we will try our best to get it to you the same day.

 

CANCELLATION & RETURN POLICY

We love to get it right for you, every single time you trust us with your purchase. We want you to have an absolutely headache-free shopping experience.

We assure you that all products sold on Growhouse are brand new and 100% genuine. In case the product you have received is ‘Damaged’ or ‘Defective’, our Exceptional Product Promise has got you covered.

For all hydroponic systems, pots and gardening tools:

Possible resolution could be either replacement of the part that is defective or a refund. For any refund or replacement, the following conditions must be met:

  • The buyer must contact us with 5 days of receiving the product, by sending an email to refund@growhouse.in.
  • The buyer must retain the defective product as is, until it is collected by our representative. Include all price tags, labels, original packing and invoice along with the product. Our representative will collect the product within 14 working days of the delivery date.
  • In case the customer opts for replacement or refund for the entire system, the entire system must be retained as is, along with the box that it arrives in, until it is collected by our representative. Our representative will collect the product within 14 working days of the date of your email to refund@growhouse.in.

For Grow media, Nutrient solutions, Additives and Fertilizers 

  • The buyer must contact us with 5 days of receiving the product, by sending an email to refund@growhouse.in.
  • A replacement or refund will only be provided if the manufacturers expiry date has passed.

Please note that if the product is out of stock, you will receive a full refund, no questions asked.

If you have received an item in a ‘Damaged’ or ‘Defective’ condition, you may request a replacement at no extra cost. In case you are looking for a free replacement, the following conditions must be met:

 

For all hydroponic systems, pots and gardening tools:

Possible resolution could be  either replacement of the part that is defective or a refund. For any refund or replacement, the following conditions must be met:

  • The buyer must contact us with 5 days of receiving the product, by sending an email to refund@growhouse.in.
  • The buyer must retain the defective product as is, until it is collected by our representative. Include all price tags, labels, original packing and invoice along with the product. Our representative will collect the product within 14 working days of the date of your email to refund@growhouse.in.
  • In case the customer opts for replacement or refund for the entire system, the entire system must be retained as is, along with the box that it arrives in, until it is collected by our representative. Our representative will collect the product within 14 working days of the date of your email to refund@growhouse.in.

 

For Grow media, Nutrient solutions, Additives and Fertilizers

  • The buyer must contact us with 5 days of receiving the product, by sending an email to refund@growhouse.in.
  • A replacement or refund will only be provided if the manufacturer’s expiry date has passed.

Please note that if the product is out of stock, you will receive a full refund, no questions asked.

Unfortunately an order once placed cannot be cancelled. In the event that the order has been delivered, it cannot be returned unless it is a defective piece. In case it is a defective piece, kindly follow the procedure below:

Returns for defective pieces are easy, simply follow these steps

– Contact us on refund@growhouse.in and provide Order ID details.

– Customer Support will confirm the return request and will inform you about the pickup process.

– Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.
Note:

– We do not charge extra for returns and all replacements/pickups are done free of cost.

– Number of days within which return can be initiated is 5 days from the date of the bill. Eg: if the bill date is 5th February 2014, you will be eligible of the refund if we are informed by email to refund@growhouse.in before 11:59 pm on the 10th of February 2014.

– We support Replacement across categories/sellers in case of damaged item.

– In case of Refund, the entire amount paid by you including shipping charges are transferred to your account

– Customer Support will inform you about the pickup process. While we pick up originally delivered item from most customer locations, there are certain areas where a pickup cannot be arranged. In such a case, you can ship the product through any other courier. You will be reimbursed the shipping charges against the original receipt from the courier agency.

– Replacement is subject to availability of stock. In case a Replacement is not available, Seller will refund the amount for the same.

 

Returns are covered by the 5 Day Replacement Guarantee.

Once you have requested for a replacement, we will schedule the pickup of the originally delivered product. Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.

– We arrange for pickup from most of our customer locations. Its simple. Please follow the instructions you received by email

– In case we can’t pick up the item from your location, you can ship it back to the Seller. We will reimburse the shipping charges against the original receipt from the courier service you use.

– Include all price tags, labels, original packing and invoice along with the product. Pack the item safely to ensure against damage in transit

– Mention the Return ID on the package so that we can acknowledge your return

– Do retain the original receipt for the courier charges you have paid, it will be required to reimburse the shipping charges. Also note down the courier tracking id for any future reference

 

Refund/replacement will be initiated as soon we receive the product from you.

Once a replacement request is created, we send you an email detailing the pickup process as well as provide details about the replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up/received.

If you don’t get the return within the promised date, contact us immediately.

Yes. The free gift is included as part of the item order and needs to be returned along with the originally delivered product.

We allow exchange on items such as hydroponic systems and their parts.

We hope you understand that the product cannot be tampered with in any way. Please include all price tags, labels, original packing and invoice along with the product.

Please contact us on refund@growhouse.in as soon as possible. In the event that the pick-up of the product has already been arranged, you may refuse to hand over the original product. As such, since we will not receive the original product, we will automatically cancel the refund request.

Yes, a return can be created at item level and if you have ordered multiple items, you can initiate a return for a partial quantity.

There are certain scenarios where it is difficult for us to support returns

– Return request is made outside the specified time frame

– Product is damaged because of use or Product is not in the same condition as you received it

– Specific categories like grow media, soil and water additives, nutrient solutions, cloning gels etc are not returnable unless they have crossed the manufacturer’s expiry date.

– Any consumable item which has been used or installed

– Products with tampered or missing serial numbers

– Items that are returned without original packaging, freebies or accessories

If you have received a product in a damaged or defective condition, you can return it to get a replacement within 5 days of delivery.

Please contact us with a replacement request. The item will be recalled and a brand new replacement will be shipped to you, at no extra cost.

We work to provide the most hassle-free online shopping experience. You are covered and your money safe.

Refunds are issued when the following conditions are met:

–        You have a damaged product and you have asked for refund OR you have a damaged product and We cannot provide replacement

–        You have sent an email to refund@growhouse.in requesting for a refund.

–        You have retained the original price tags, labels, original packing and invoice along with the product.

–        You have handed over the product to our collection representative (who will arrive within 14 working days of your request).

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organisations for the same.

Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn’t happened by the date we promised, you can contact us. We will gladly help you.

You cannot cancel your order online as yet, but we are soon developing a system.