1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
2.1 Pallet orders - We will contact you directly an work with you to get the best shipping rate possible!
2.2 Hydro Guru does have the right to notify you if there is any additional shipping or freight charges. We do our best to have the most accurate shipping rates at checkout. However depending on the delivery destination and circumstances the rates may vary. If this does occur we will contact you.
3. Returns
3.1 Return Due To Change Of Mind
Hydroguru will happily accept returns due to change of mind as long as a request to return is received by us within 7 days of receipt of item and are returned to us in original packaging, unused and in resellable condition.
Return shipping will be paid at the customers expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed within 7 business days. We will notify you once this has been completed through email.
(Hydroguru) will refund the value of the goods returned but will NOT refund the value of any shipping paid.
3.2 Warranty Returns
Hydroguru will happily honor any valid warranty claims, provided a claim is submitted within the warranty window of the item.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Hydroguru to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days
4.2 International Shipping.
We currently do not ship internationally. Sorry!
4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum..
4.7 Items Out Of Stock
If an item is out of stock, we will ship the in-stock items immediately and send the remaining items once they return to stock.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can look into it for you.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service.
Pallets damaged in transit - Please inspect the pallet prior to signing for the delivery to make sure there are no damages or problems with the order. Once you sign for the delivery Hydro Guru is not responsible for refunds of freight charges, order costs or any other charges.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please submit an enquiry at grow@hydroguru.com